October 6, 2021 – Chicago - Doculabs, a management consulting firm and certified Celonis implementation partner, today announced the release of its Customer Service App built on the Celonis Execution Management System platform. The app uses process mining to improve the customer experience by decreasing the time it takes to complete a change to an account.
Change of life events such as marriage, divorce, or death require account updates with supporting documentation (death or marriage certificates, for example). When these processes are inefficient, they negatively impact the customer experience. Balancing customer satisfaction with the cost of completing transactions in a compliant manner is one of the biggest challenges financial institutions face.
Even account re-registrations that are routine can lead to a negative customer experience if requests to the customer for the necessary paperwork aren’t timely. For more complicated processes, such as estate and trust conversions that can take up to 30 days to settle, a streamlined process gives the financial institution a better chance of retaining management of those assets.
Operations executives who currently have limited visibility into the overall process tend to optimize tasks, steps, and sub-processes, but not the end-to-end process. For instance, supervisors and line managers work in siloed groups (one group with name changes, another with estates). Because requirements and documents differ in various jurisdictional courts, financial institutions set up specialist teams to complete the work. The ability to keep the process moving to completion relies on the ability to quickly initiate requests for follow-up materials.
The Doculabs Customer Service App has been designed specifically to mine process data for the change of account process. Pre-built analysis based on thresholds captured from previous clients indicates what’s acceptable across critical KPIs. These KPIs are:
- Automation levels
- NIGO rates
- End-to-end cycle time
- Time to first touch
- Customer satisfaction
- Asset retention
With baseline KPIs already established, users are able to quickly identify problems and bottlenecks and to assign additional resources or re-route work to the appropriate teams. Customer satisfaction data (Net Promoter Scores) is also integrated into historical analysis to identify patterns and opportunities for process improvements.
Organizations are empowered with a smarter, faster, and more cost-effective solution to ensure asset retention. Celonis process mining and execution management software applies data, intelligence, and automation to the core functions that drive business execution. When you apply Celonis to any enterprise system, you will unlock value and optimize performance.
“Here at Doculabs, we specialize in creating value through process optimization and have spent decades guiding our clients through the painful processes,” said Marty Pavlik, a Doculabs Practice Leader and leader of Digital Transformation. “Now with the Customer Service Solution, we combined our decades of experience and benchmark data with process mining and automation to provide our clients with a smarter, faster, and more cost-effective solution to reaching their goals.”
A key feature of the new app is the Health Index, which includes a Health, Fit, and Value Profiler which provides automated insights into individual processes, enabling stakeholders to evaluate processes across three important assessment criteria:
- Health: is the process efficient, with minimal waste and complexity, as measured by automation, volume through variants, activities per case, latency, and other attributes.
- Fit: is the process effective, fulfilling the business purpose of the process.
- Value: is the process valuable to the future state of the business.
Armed with the insights generated from the Doculabs Customer Service App, organizations can make intelligent decisions on how to prioritize and improve their processes for change of accounts while minimizing the cost and time to value. The time and cost savings achieved through the App can be reinvested into reengineering processes, providing additional value for the business.
To learn more about the Doculabs Customer Service Solution, please contact us here or give us a call at (312) 733-7793.
Celonis, the global leader in Execution Management Systems (EMS), believes that every company can unlock its full execution capacity. Powered by its market-leading process mining core, the Celonis Execution Management System provides a set of instruments, applications, and developer studio and platform capabilities for business executives and users. The Celonis EMS offerings help companies manage every facet of execution management from analytics to strategy and planning, management, actions, and automation. Celonis has thousands of customers, including ABB, AstraZeneca, Bosch, Coca-Cola, Citibank, Dell, GSK, John Deere, L’Oréal, Siemens, Uber, Vodafone, and Whirlpool. Celonis is headquartered in Munich, Germany, and New York City, USA, and has 15 offices worldwide.
Doculabs is a management consulting firm that delivers trusted advice for companies to achieve their digital objectives and goals. We help companies accelerate their digital objectives through a variety of consulting services, including development of strategic vision and roadmaps, business cases, program design, process mining and redesign, technology evaluation, delivery methodology, and governance models.
Director, Marketing, Doculabs