Cognizant Process Mining solution for Document Processing Process can help identify potential to improve cycle time, reduce rework and increase FTR. Process changes to improve KPIs including – Use of pre-defined templates to standardize process query handling etc. transition of certain process steps from onshore to offshore collaboratively work with Onshore to bridge the SOP gaps between upstream and downstream teams.
This is where Cognizant and Celonis combine their Strengths:
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Shows a comparison of the throughput time at each process stage, divided by steps performed offshore vs onshore.
Provides a view of the overall rework rate as well as rework at each process stage. This can be further analyzed by dimensions such as state, country and even at an agent level.
Provides a view of the FTR rate. This can be further analyzed by dimensions such as state, country and even at an agent level.
A deep-dive on cases where a customer query had to be raised to get additional information. Gives a view of the query category, tier and the department that raised the query.
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