How business leaders in banking, energy, and telecommunications are driving business transformation with process intelligence

Industry leaders are using artificial intelligence (AI) and process intelligence (PI) to reduce waste, create value, and benefit their customers like never before. At Celonis Process Intelligence Day in New York City, Celonis customers from retail, banking, life sciences and pharmaceuticals, energy, telecommunications, the public sector, and others shared how they’re using the Celonis platform to enable AI, improve business processes, and achieve business goals.

From left to right: Kerry Brown, Sajan Dhanuka, Carolyn Dalkiewicz, Randy Turnbow, and Laurel Mayhew at Celonis PI Day New York City

The panel, moderated by Celonis Lead Evangelist, Kerry Brown, featured insights from:

• Sajan Dhanuka, Vice President of Operations and Risk Management, Vinmar International Limited

• Randy Turnbow, Senior Lead Operations Analyst, Lumen Technologies

• Laurel Mayhew, Senior Manager of AI/ML, Lumen Technologies

• Carolyn Dalkiewicz, Senior Vice President, Cenlar Capital Corporation

Vinmar International Limited: Process-led supply chain transformation

Vinmar, a global petrochemical marketing company operating in over 120 countries, began their journey with Celonis in 2020. Their initial vision was to automate functions, ultimately aiming for full business process automation.

Dhanuka explained supply chain management has become increasingly difficult over the past five years in light of various factors, including the COVID-19 pandemic, issues in the Red Sea, and low water levels in the Panama Canal, and now, tariffs.

Supply chain management isn’t the only thing Vinmar is tackling with Celonis–the company has been able to use the platform for order-to-cash execution with an aim to automize the process, answering questions regarding delivery time and product availability. Now, Vinmar is actively implementing an AI tool with Celonis to process multilingual emails, translate them, and automatically generate answers to common questions, like cargo status or document location. This aims to free up customer service teams for more value-added services.

“With our experience team globally, we wanted to create a system and process that can understand what's going wrong and [close] the gaps,” Dhanuka told Brown and the audience. “Right now, a lot of our people are very busy entering data and answering questions. If this can be eliminated, they're able to plan something which brings them more satisfaction.” Dhanuka said this shift is not only increasing company value but also enhancing the skill sets and job satisfaction of their team members.

Lumen Technologies: Transforming complex systems and operations

Because of multiple mergers and acquisitions, Lumen’s IT infrastructure is incredibly complicated. Yet, as Turnbow described it, this complexity is a “big opportunity” for system transformation with Celonis.

After piloting Celonis on a handful of process flows, Mayhew said the platform revealed "hundreds and thousands of complicated flows with many variations.” For the past year, Lumen has concentrated its Celonis efforts on the "order-to-activate" process, actively working to understand these variations across different data points.

The company is now gaining significant executive-level sponsorship, which helps them direct attention to specific use cases and move beyond general problem-solving to address particular issues where value opportunities exist.

Cenlar Capital International: Using Celonis to break down process silos

Despite being in the early stages of their Celonis journey, Cenlar, a major subservicer of residential mortgages in the United States, has already completed two out of three initial pilots and is looking for the next one, with hopes of reducing operational complexity. 

Dalkiewicz sees significant opportunities for growth and optimization at Cenlar, a company that has experienced rapid expansion, leading to siloed task organization. Dalkiewicz views Celonis integration as a clear path to make decisions based on Process Intelligence to further enhance their operational efficiency.

When processes work, everything works.

You can hear more customer stories at this year’s Celosphere, the ultimate Process Intelligence event for everyone who believes in the power of processes. Celonis will bring together 3,000 business leaders in November from around the globe and across domains with one mission: building a world where processes work.

At Celosphere you can attend 100+ sessions providing insights on how to optimize your enterprise’s processes and take the next step in connecting your business and achieving game-changing value with Process Intelligence.

You can register for this year’s Celosphere on the event page.

Alyse Stauffer

Working Student, Celonis

Alyse Stauffer is a Working Student in Communications at Celonis focusing on Thought Leadership content. She is a senior at New York University studying Journalism and International Relations where she recently completed a semester abroad in Madrid, Spain. When Alyse is not writing, you can find her roller-skating around Brooklyn or watching movies.