Celonis Front Office Solution Suite: Introducing the fast track to customer-facing optimization

It’s common for front office systems to evolve in departmental silos, and, despite integration efforts, for data to remain divided between Customer Service, Marketing, Commerce, and Sales. This fragmentation makes opportunities to improve processes – and really move the needle on metrics like customer satisfaction – incredibly difficult to spot.
On top of that, in most organizations, there’s also an increasingly problematic gap between the front and back offices. Each focuses on its own strategic goals, and back office data (like inventory levels, and other information AI agents could be using to do amazing things in the front office) never gets shared.

Here’s the good news. This is exactly the kind of problem Process Intelligence (PI) was born to solve – by creating a system-agnostic, end-to-end digital twin of core business processes, connecting previously siloed departments with one common language.

And now, getting started with PI is easier than ever.

At Celonis:Next 2025 we shared some exciting enhancements to the Celonis Process Intelligence Platform, including Celonis Solution Suites. These Solution Suites package up everything you need to bring PI to enhance AI in specific functions within your business: including front office departments.

Meet the Celonis Front Office Solution Suite

Offering prebuilt connectors for your systems, predefined process data and business context, and out-of-the-box apps and AI capabilities, the Celonis Front Office Solution Suite is designed for organizations seeking to optimize their customer-facing operations, fast, by connecting back and front office processes.

It gives you the means to fully harness PI, and gain an end-to-end view of key processes across Marketing, Sales, Commerce, Customer Service, and beyond. As well as being able to see how those processes are working at any given moment, you’ll have the insights and tools you need to seize optimization opportunities. And that means you can:

• Improve customer experience by enabling more personalized interactions and more seamless, omnichannel engagement
• Reduce operational costs through process automation and optimization
• Increase revenue by enhancing the processes that impact customer acquisition and retention
• Achieve operational excellence with AI-powered insights and orchestration

You’ll also be able to measure cross-functional performance like never before, tracking everything from end-to-end time to resolution and marketing campaign ROI with greater accuracy and confidence.
Plus, with your front and back offices connected to the same PI platform, you’ll be able to create highly capable AI agents, and make real strides towards your workforce automation goals. Here’s a quick example.

Imagine a customer service representative (CSR) receiving a complaint, through Salesforce Service Cloud, from someone whose order has been delayed. The service rep is supported by an AI agent, right there in Service Cloud, that can draw on PI from across the enterprise. The AI agent discovers why the delivery date has been pushed – there’s a materials shortage. Even better, it’s able to suggest how the issue could be resolved by reallocating stock from a different warehouse. So now the CSR knows what the underlying issue is and can activate other departments to solve it by already proposing a solution.

The customer is thrilled, and a case that could have sprawled across multiple customer service interactions and taken a long time to be solved is rapidly resolved.

What’s in the Celonis Front Office Solution Suite?

Let’s take a closer look at what’s in the box.

Connectors for your front office systems

Our Front Office Solution Suite makes plugging into our PI platform incredibly simple. It gives you prebuilt connectors for a broad range of critical front office systems, including Salesforce, Zendesk, Microsoft Dynamics CRM, ServiceNow, SAP, and more.

Process data and business context

Of course, also get the Celonis platform itself. The Celonis Process Intelligence Graph is our platform’s connective tissue. Combining your business data with our process knowledge and AI, it shows you how your business actually works, and how it could work even better.

As well as providing a central source of truth for your front office operations, it creates a seamless connection between your front and back offices – giving AI agents the context they need to be accurate and impactful.

Then, there’s Object-Centric Process Mining (OCPM). In the front office, it’s all too easy for channel- and system-specific analytics to provide only a slice of how you're performing.

OCPM helps you create an accurate, end-to-end view of your customer journey, from the very first interaction until the very last touchpoint. (Invaluable when you’re trying to diagnose and fix issues such as channel leakage and customer churn.)

You’ll also find tools for:

• Seamless connectivity. Prebuilt objects and events will help you bring in data from your CRM, and customer communication systems quickly and easily.
• Powerful automation. You’ll be able to automate steps and processes – and coordinate automation in real-time – using our Orchestration Engine and Action Flows.
• Greater standardization. Process Adherence Manager will show you when processes aren’t operating as they should, to help you maximize everything from sales revenue to customer satisfaction.

Production-ready apps and solutions

The suite is packed with out-of-the-box apps and customizable solutions, from Celonis and its partners, to help you hit the ground running. Here are just a handful of them.

Customer Service Control Center. Wish you could confidently measure metrics like end-to-end Cost to Resolve, and track them at a glance? Or spot where unnecessary touchpoints are causing unnecessary work? The Customer Service Control Center gives you a 360-degree view of your customer service processes, as well as actionable insights into quality, efficiency, and customer satisfaction.

Opportunity-to-Order Conversion. When opportunities get stuck, how well do you understand why? By analyzing throughput time, this solution offers fresh insight into what extends your sales cycle, and what speeds it up. So you can identify bottlenecks, share best practices, and take action when and where really matters. (Find out how we helped Dell to save its sales teams 500,000 hours.)

Self-Service Returns. Few things damage customer satisfaction as much as waiting too long for a refund. This solution orchestrates the authorization and receipt of returns, based on case-specific criteria – from the value of the item, to the customer’s order and returns history. With our help, one American wholesaler digitized its returns process, intelligently routing decisions based on its existing business rules. The result was same-day processing of return requests and a significant increase in customer satisfaction.