Cognizant - Process Mining solution for Incident Management Process
Improving customer experience for Incident Management Process using Process Mining solution
The solution helps identify the potential to improve MTTR, impact auto-triage, and improve SLA Adherence, improving customer experience. This is driven primarily by the analysis of Multi-hops, Duplicate tickets, Missed SLAs, Unresolved (open) tickets, and Cancellations.
This is where Cognizant and Celonis combine their Strengths:
Efficiency, through Reduced Incident MTTR, increased capacity and reduced TCO.
Effectiveness through Reduced Incident MTTR, cost reduction, and increased capacity.
Customer experience Improved engagement, consistent experience.
Features & Capabilities
Gives a summary of all the incidents that have taken place till date, along with the First Line Resolution, % Cancellations, MTTR , % ReOpened at Category, SubCategory etc. Level.
Segments the incidents by Priority & the number & Percentage of incidents resolved by last resolver group.
Shows the number of times incidents are getting reassigned from one group to another within the same team as well as across teams.
This Dashboard gives us the number of incidents which are yet to be resolved & provides an Action Engine to send alerts to respective teams to resolve the incident.
This Dashboard helps the user to identify how many incidents were raised across period : Year, Month, Day & at what time Incidents were raised. It also shows the number of incidents resolved within a particular period.
Contact the Partner
Fill out the form and an Expert from the Partner will contact you to help you get started with this Execution App. Please note that your data will therefore be forwarded to the Partner mentioned on this website.