Using process mining to improve customer service

                Reduce resolution times with better processes

                Connecting customer experiences

Generally speaking, the overall customer experience tends to be one-sided: prospects reach out, you deliver. Sometimes you advertise and then prospect reaches out, and then you deliver. Often, though, what gets missed is the in-between, the bottlenecks between the “reaching out” and the “delivering,” and oftentimes that’s when customers get lost in the shuffle.
With ARIS Process Mining, however, those interruptions gaps are gone: like longer durations in routing tickets, frivolous manual tasks and all the extra button presses on the phone. They are the bane of every contact center, losing touch with terrible self-service portals. Just imagine them being gone. And here’s why:

                Decreasing – and predicting
– resolution times

Contact centers do benefit from shorter resolution times, but will you achieve that all the time? No. But with process mining, you can now predict any case – and be
prepared for it.

                Providing a positive experience –
and the right direction

With ARIS Process Mining, not only will you provide a customer the best possible experience, increasing the NPS (Net Promoter Score), but give them the right information, leading to the right place.

                Providing the best solutions –
and the best options

The end goal of any contact center is for a caller to reach the ultimate solution – but in the fewest steps possible. That can be difficult to do if you don’t have the process mining data in front of you.

                Make ARIS Process Mining yours

                Your advantages

  • No “ping-pong” tickets 
  • More productive call volume
  • Increased employee morale
  • Better customer reviews
  • Automate repetitive processes
  • Improved customer loyalty
  • Upsell/cross-sell opportunities
  • Enhanced brand reputation

                    See, decide & act with Software AG

Take the next step by talking to your Software AG representative