Case Studies the Hidden Power of Life Event Data

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	the Hidden Power of Life Event Data

the Hidden Power of Life Event Data

Technology Category	Analytics & Modeling - Process Analytics
Applicable Industries	Finance & Insurance
Applicable Functions	Business Operation
Use Cases	Process Control & Optimization Predictive Maintenance
Services	System Integration
Challenge	The APG Group faced significant challenges in managing and optimizing their customer-oriented processes, particularly in the areas of pension requests, call center operations, and divorce-related pension aspects. The throughput time for pension claims deviated dramatically from the expected 180 days due to dependencies on external parties. Additionally, the call center experienced recurring calls related to the same content, and there was a lack of relevant information on the website for customers undergoing divorce. These inefficiencies led to increased cycle times, rework, and customer dissatisfaction. Read More
About Customer	APG Group is a Dutch financial services provider specializing in pension administration, asset management, executive consultancy, and employers' services. They manage 451 billion euros in pension assets for clients in various sectors, including education, government, construction, housing associations, energy, utility companies, and medical specialists. With a workforce of 40,000 employees, APG Group is committed to delivering optimized returns and high-quality services to its customers. Their extensive portfolio and large-scale operations necessitate efficient and transparent processes to meet the diverse needs of their clients. Read More
Solution	APG Group implemented Celonis Process Mining to gain insights into their processes and identify areas for improvement. The first step involved visualizing pension requests from the military, which revealed significant deviations from the expected process due to dependencies on external parties. This newfound transparency helped prevent rework, reduce cycle times, and streamline process flows. Celonis Process Mining was also applied to the call center to understand customer patterns and identify root causes for recurring calls. By aligning with domain experts, APG improved the information on their website, reducing the need for follow-up calls and increasing customer satisfaction. Additionally, Celonis Process Mining was used to identify inefficiencies in manual control mechanisms and update verification guidelines based on these findings. This risk-oriented approach allowed APG to improve control instances and focus on more efficient processes. The automation of certain processes, such as the registration of civil partnerships, further enhanced efficiency and reduced manual workflows. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Process Analytics

Applicable Industries

Finance & Insurance

Applicable Functions

Business Operation

Use Cases

Process Control & Optimization

Predictive Maintenance

Services

System Integration

Challenge

The APG Group faced significant challenges in managing and optimizing their customer-oriented processes, particularly in the areas of pension requests, call center operations, and divorce-related pension aspects. The throughput time for pension claims deviated dramatically from the expected 180 days due to dependencies on external parties. Additionally, the call center experienced recurring calls related to the same content, and there was a lack of relevant information on the website for customers undergoing divorce. These inefficiencies led to increased cycle times, rework, and customer dissatisfaction.

About Customer

APG Group is a Dutch financial services provider specializing in pension administration, asset management, executive consultancy, and employers' services. They manage 451 billion euros in pension assets for clients in various sectors, including education, government, construction, housing associations, energy, utility companies, and medical specialists. With a workforce of 40,000 employees, APG Group is committed to delivering optimized returns and high-quality services to its customers. Their extensive portfolio and large-scale operations necessitate efficient and transparent processes to meet the diverse needs of their clients.

Solution

APG Group implemented Celonis Process Mining to gain insights into their processes and identify areas for improvement. The first step involved visualizing pension requests from the military, which revealed significant deviations from the expected process due to dependencies on external parties. This newfound transparency helped prevent rework, reduce cycle times, and streamline process flows. Celonis Process Mining was also applied to the call center to understand customer patterns and identify root causes for recurring calls. By aligning with domain experts, APG improved the information on their website, reducing the need for follow-up calls and increasing customer satisfaction. Additionally, Celonis Process Mining was used to identify inefficiencies in manual control mechanisms and update verification guidelines based on these findings. This risk-oriented approach allowed APG to improve control instances and focus on more efficient processes. The automation of certain processes, such as the registration of civil partnerships, further enhanced efficiency and reduced manual workflows.

Impact #1	Increased transparency in pension request processes, leading to reduced cycle times and rework.
Impact #2	Improved customer satisfaction by optimizing call center operations and providing relevant information on the website.
Impact #3	Enhanced efficiency in manual control mechanisms through a risk-oriented approach.

Impact #1

Increased transparency in pension request processes, leading to reduced cycle times and rework.

Impact #2

Improved customer satisfaction by optimizing call center operations and providing relevant information on the website.

Impact #3

Enhanced efficiency in manual control mechanisms through a risk-oriented approach.

Benefit #1	Managed 451 billion euros in pension assets.
Benefit #2	Reduced throughput time for pension claims from 180 days to a more efficient timeline.
Benefit #3	Increased first-time response rate for divorce-related pension letters, reducing the need for follow-up letters.

Benefit #1

Managed 451 billion euros in pension assets.

Benefit #2

Reduced throughput time for pension claims from 180 days to a more efficient timeline.

Benefit #3

Increased first-time response rate for divorce-related pension letters, reducing the need for follow-up letters.

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Overview

the Hidden Power of Life Event Data

Operational Impact

Quantitative Benefit