Poste Italiane said that it is leveraging process mining and execution management to drive efficiency as well as customer satisfaction.
Speaking at Celonis World Tour 2022 Milan, Marco Ceccobelli, Head of Process Quality Competence Center for Poste Italiane, said the company this year used Celonis for Order-to-Cash processes.
For an organization such as Poste Italiane, digitizing processes is critical and can drive returns given the scale of the postal giant. Poste Italiane has a 160-year history, about 12,800 post offices, 125,000 employees, 35 million customers and total financial assets of €569 billion.
In 2021, Poste Italiane said it started the process analysis of inheritance — inheritance assets managed are 5 billion Euros — from a benchmark of 10 weeks with a standard approach to 4 weeks with digitized processes. For 2022, Poste Italiane started the process analysis of parcels — the processes behind moving more than 130 million fast parcels — from a benchmark of 6 months to 4 months with Celonis.
Ceccobelli said Poste Italiane has a cross organization Data Lab that includes process mining, data mining and analytics, simulation and prediction, automation and data engineering.
That organization and a culture of continuous improvement will aim to improve processes across the Poste Italiane footprint, which includes logistics, payment, financial and insurance services throughout Italy.