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Process Intelligence and Digital Automation

Helping you to collect better data through digital transformation and own your processes.

Effective transformation programs are built upon precise data collection, thorough understanding, and efficient utilisation of datasets to drive process improvements.

However, in today’s business landscape, many companies still rely on traditional methodologies for process assessment and improvement that have been in use for several decades (e.g., Six Sigma, created in 1986 and evolved into Lean Six Sigma in 2001).

With the viral adoption of Artificial Intelligence, many companies have come to recognise the necessity of embracing different approaches to their transformation journey, not only to remain competitive but also to ensure their survival in the dynamic market.

Talan, an international software consulting company, is a key player in the digital transformation sector. Over the years, we have helped numerous clients cut through the noise surrounding various technologies.

Our approach, Process Intelligence & Digital Automation, empowers companies to include new tools right from the beginning of their transformation program, resulting in significant success.

By adopting this innovative methodology, you’ll experience immediate gains and a comprehensive understanding of your business efficiency through data and digital process insights.

If you seek actionable means of transformation, investing in our Process Intelligence & Automation approach is the way to go.

Why Invest in Process Intelligence & Digital Automation?

As processes were showing more and more complexity, Bill Gates wrote,

A rule of thumb is that a lousy process will consume 10x times as many hours as the work itself requires.

No matter what industry you are in or what size your company is, most organisations are running several complex processes every day. Whether it is generating reports, onboarding employees, tracking orders, entering sales, or launching a new product, everyone adheres to some set of processes.

Improving business processes is the only solution that keeps you stay ahead of your competitors amongst other benefits

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Unlocking hidden bottlenecks

In the world of business, what you perceive isn’t always what’s happening on the ground. Are you certain that your employees are executing their tasks with optimal efficiency?

By meticulously gathering data from user desktops and information systems, Process Intelligence has the power to illuminate those hidden bottlenecks that could be silently draining your business’s potential.

Consider an example, imagine that 60% of your teams’ workday is on tasks like shifting through emails, handling documents, navigating through various applications and websites. That’s a significant amount of time that could be used more productively.

Introducing Process Intelligence

Process Intelligence, in simple terms, is like having a super-smart assistant for your business processes. It keeps a close eye on how your team operates, tracking everything from emails to document handling and applications. By analysing all this data, it can spot where your team is getting stuck or wasting time.

So, when you bring Process Intelligence into the picture:

  1. It figures out what’s causing those time-consuming bottlenecks.
  2. It helps streamline your work processes, so your team spends less time on unproductive tasks.
  3. It even predicts when problems might pop up in the future, so you can fix them before they become big issues.

In a nutshell, Process Intelligence is like having a personal efficiency expert for your team, making sure they spend less time on tedious stuff and more time getting things done.

Scale faster as a business

Adding twice the number of people to a workforce or doubling production speed on the line does not necessarily mean a 200% growth in productivity. Scalability can be tricky.

With process improvement, you gain the ability to evaluate whether your company’s current infrastructure, business systems, and employees not only can accommodate growth bust also whether such growth is necessary or valuable.

Manual processes might require automation, systems may need integration, and facilities may need a complete upgrade.

Consider a manufacturing firm facing increased demand. They want to scale faster without the heavy investment of doubling the workforce or upgrading facilities.

There is where Process Intelligence, AI and data analytics come into play. They decided to automate their production line and optimise inventory management.

The results..

  • 50% Increase in Output: By identifying and rectifying operational bottlenecks, they boost production capacity.
  • Reduced Lead times: Streamlined processes translate to faster delivery times, enhancing customer satisfaction.
  • Improved resource allocation: Process intelligence helps allocate resources more efficiently, ensuring maximum utilisation of existing resources.

Respond to industry changes

Seizing new market opportunities and outperforming competitors goes beyond desire; it requires a deep understanding of your business’s capabilities and limitations.

Consider a financial services provider, as an example. They recognised the need to adapt quickly to changing market trends and gain an edge over competitors.

How?

Embracing process improvement and automation as their strategy.

Here’s how it made a significant impact:

  • By employing data analytics: The organisation gained real-time insights into customer behavior, investment preferences, and market conditions. This invaluable information allowed them to offer personalized financial products and investment advice, meeting evolving customer demands.
  • Efficiency through Automation: It streamlined processes, such as account onboarding and transaction processing. This caused a reduction in turnaround times, leading to improved customer satisfaction. A remarkable 15% increase in new clients due to the faster, more efficient onboarding process.
  • Enhanced Customer Support with AI: These tools elevated customer service by resolving issues efficiently and reducing response times to customer inquiries. The outcome? A remarkable 92% customer retention rate, as customers experienced seamless and responsive service.

Once again, this example demonstrates how process improvement and automation empower businesses to respond swiftly to industry changes. By leveraging data-driven insights and automation, they not only adapt to evolving market conditions but also excel in customer acquisition, retention, and satisfaction.

Meet compliance requirements

Process improvement is a valuable tool for businesses to stay on top of compliance-related changes and security protocols. By integrating compliance into the process improvement framework, you can avoid last-minute scrambles to meet regulatory demands and document procedures.

Being proactive with process intelligence & automation helps you steer clear of compliance delays and costly fines, such as those associated with GDPR violations, which have resulted in fines exceeding 800 million worldwide. One effective approach is automating workflow approvals to ensure compliance.

Ensuring that everyone in your organization understands and follows compliance requirements can be challenging, especially in large or complex organizations with numerous processes spanning multiple applications.

Take, for instance, a multinational pharmaceutical corporation. They’ve mastered the art of spreading compliance messaging effectively through process improvement.

How?

They establish a centralised approach, create a dedicated communication hub for updates, and use process mapping and visualisation to understand complex processes. These can be automatically reminded and accessible to all employees across the organisation. Training, cross- functional collaboration, real-time monitoring, and continuous improvement foster a compliant culture throughout the organisation.

Increase employee satisfaction

A work environment WITHOUT process intelligence & automation can prove highly demoralising, even for the most hard-working or loyal employees.

When employees spend less time on repetitive and tedious tasks, they can concentrate on more added value tasks, boosting their energy and bringing motivation.

Automating tasks like data entry and order tracking liberates resources for more profitable activities.

RESULTS: Happier workforce, Higher Productivity, Increased Revenue.

Increase customer satisfaction

Improving and automating your business processes can make a big difference in how satisfied your clients are.

When you automate and constantly refine your processes, you can speed up response times, ensure accurate order fulfillment and provide consistent service.

  1. Speeding Up Responses: Help your clients analyse their customer service workflows. By identifying bottlenecks and inefficiencies, they can streamline the process of responding to customer enquires.
  2. Personalisation: Using data-driven insights to personalise interactions, like tailored product recommendations.
  3. Reducing Errors: Minimising order mistakes through automation for more accurate and reliable service.
  4. 24/7 Availability: Offering round-the-clock support with chatbots and automated systems.
  5. Efficient Issue Resolution: Quickly identifying through process intelligence and fixing through automation, common problems will bring happier customers.

Our offer combines two complementary skillsets and range of services:

1: Process Improvement

At Talan we advise and support with the use of up-to-date tooling that discover, optimise, and automate your processes. Having only the solution would not bring your performance improvements, however analysing the results of your research is what will bring value added to your day-to-day activities.

This is the reason why Talan has divided our Process Improvement team into two distinct services:

 

Find out more about our Process Intelligence & Automation Capabilities
  •  
    Augmented Process Transformation
  •  
    Process Understanding through Digital Tooling

Augmented Process Transformation

In this phase, the team focuses on assessing and analysing existing processes within your organisation.

  • Process Identification

    Identify and list all the processes within your organisation that require improvement.

  • Process Evaluation

    Evaluate the current state of these processes, identifying strengths and weaknesses.

  • Strategy Development

    Develop a strategy and purpose for each process, outlining the goals and desired outcomes.

  • Designing Target Processes

    Based on the strategy, design target processes that represent the ideal state of how these processes should function.

Process Understanding with up-to-date Digital Tools

In the second phase, your team utilises a specific set of tools to gain a deeper understanding of your digital processes. Find out more below.

  • Process Mapping

    Create visual process maps that provide a comprehensive overview of how each process functions, from start to finish.

  • Process Discovery

    Identify hidden or undocumented subprocesses within your organisation, ensuring a complete understanding of all processes.

  • Process Mining

    Analyse event logs and data related to process execution to identify inefficiencies, bottlenecks, and deviations from the planned workflows.

  • Process Analytics

    Apply data-driven analytics to measure the performance, efficiency, and effectiveness of each process, setting KPIs for improvement.

Consider the "Customer Onboarding" process at a private bank.

During Augmented Process Transformation, you identify the “Customer Onboarding” process and evaluate its current performance. You develop a strategy to enhance the client onboarding experience, ensuring a seamless and personalized journey. You design an improved onboarding process with a focus on delivering a premium service.

In Process Understanding through Digital Tooling, you create a detailed process map for the “Customer Onboarding” process, ensuring a clear representation of each step. During process discovery, you uncover hidden steps, such as personalized welcome packages and concierge services. Process mining techniques reveal opportunities to further enhance the client experience, while process analytics confirm that the premium onboarding process is resulting in higher client satisfaction and retention. This comprehensive approach results in a more premium and tailored “Customer Onboarding” process, reflecting the bank’s commitment to offering top-tier services to its clients.

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    Digital Process Automation (DPA)
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    Robotic Process Automation (RPA)
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    Artificial Intelligence (AI)
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    Virtual Agents

What are all the stages of our Process Transformation journey with the Clients?

At Talan, our commitment extends far beyond merely offering solutions; we embark on a transformative journey with our clients, hand in hand. Our dedicated team is committed to actively participating in every stage of the process, ensuring a comprehensive and seamless approach. We don’t just stop at delivering solutions; we immerse ourselves in the heart of your organisation’s challenges, working tirelessly to understand your unique needs, and collaborating closely with you to co-create the pathway to success.

We’re more than just consultants; we’re partners in your journey towards efficiency and transformation. We manage projects in an agile manner using the Agile Kanban framework, which is very popular among developers. This approach ensures adaptability, collaboration, and successful outcomes for your projects.

  • Process Transformation

    During the Process Transformation stage, we conduct a thorough analysis of your existing processes, identifying areas for improvement, and developing a strategic roadmap to optimise and enhance efficiency across your organisation.

  • Feasibility Study

    Our consultants assist in thoroughly understanding project requirements and help design any required infrastructure for the project. For example, if a client seeks to automate a specific process, we evaluate its feasibility, offering insights on the necessary infrastructure.

  • Requirement Gathering

    We delve deeply into understanding our client’s capacity to deliver and solutions. Recommendations are made based on the insights of our experienced team.

  • Technical Analysis

    We provide a high-level description of how the solution will be developed, ensuring clarity and alignment with client objectives.

  • Development

    Our team meticulously builds the solution, incorporating any necessary components and adjusting as needed. Data collection is an integral part of this phase.

  • Validation

    Talan’s business analysts rigorously assess the solution against specified requirements, ensuring its alignment with client needs.

  • User Acceptance Testing (UAT)

    Users actively participate in testing to verify that all requirements are met in the delivered application or project.

  • Go Live

    The final phase of the project, where the solution is deployed and becomes fully operational. We actively participate in all stages, including deployment, and conduct post-implementation reviews to ensure a smooth transition and optimal performance.

Our Experts

How can we help?

Whether inhouse or offsite, we support companies with their whole transformation journey, from simple to hyper automation.

We are your one stop shop for Process Intelligence & Digital Automation.

Contact us today to see how we can help you.

Contact Us