What is Process Intelligence?
“Process Intelligence is a fact-based approach to help discover, monitor and optimize as-is processes by
analyzing process-related information from event logs generated by enterprise systems (e.g., ERP, CRM)
and/or recordings of activities that users perform on their desktops.”
– Task Mining Playbook 2022 launched by Soroco in collaboration with Everest Group
Process intelligence solutions enable enterprises to gain complete visibility into as-is processes using a
fact-based, data-driven approach. The solutions help enterprises address a wide range of limitations, for
example — a lack of as-is process visibility and documentation, identifying opportunities for automation,
optimization, and modernization, and orchestrating workflows across systems and applications. In
addition, process intelligence solutions have a wide range of applications in generating fact-based
insights from processes and helping transform these insights into action.
Why Process Intelligence Matters
Today’s organizations tackle an unprecedented degree of change – from responding to ever-evolving
customer demands to managing rapidly changing workforce dynamics. But these changes can only be
executed if organizations have end-to-end visibility into the business processes. For example – a poor
customer experience caused by inefficient workflow can impact customer experience (CX) and may lead
to customer churn.
Traditional tools and techniques (or process mining) can only capture process-related information from
event logs generated by enterprise systems such as ERP, CRM and supply chain management (SCM) but
do not provide a 360-degree view of digital interactions outside of systems of record. Additionally,
traditional solutions fail to capture unstructured digital interactions via emails, chats, and documents,
thus providing an inaccurate/incomplete view of organizational processes
Factors Driving a Shift to Process Intelligence
Today, organizations spend billions to digitize business processes. However, these processes run across
a fragmented landscape that includes enterprise software and a host of applications, making process
visibility a real challenge. Without a 360-degree view of enterprise systems, organizations struggle to
execute change programs, thus failing to capitalize on growth opportunities.
This is driving a renewed focus on retooling business processes to get deeper, granular visibility into
work to establish baselines, discover and remove existing bottlenecks, increase operational efficiency,
and drive transformation programs at scale. Now more than ever, organizations need a company-wide
view that offers more insights and data than siloed business-case metrics gleaned from enterprise logs
and databases.
Below are three factors that necessitate the need for process intelligence solutions:
1.Rise of Hybrid work
A new era of hybrid work and greater connectivity has fueled the rise of collaboration (e.g., chat apps,
email) and documentation tools, e.g., PDFs and Word, which adds to even greater complexity. Findings
from a recent survey conducted by Everest Group bear this out. Today, around two-thirds (60%) of the
workday is being spent outside of systems of record on emails, chat & documents, the Everest Group
study indicates. Additionally, productivity applications account for nearly 80% of the most-used
applications.
2.Attain true business transformation
Without data-driven insights into processes and access to real-time data about as-is processes and
workflows, it is hard to attain true business transformation and impact critical business initiatives such
as delivering a superior experience to customers and employees, cost optimization, and compliance.
That’s why organizations need a new approach to visualize and analyze the unprecedented amount of
valuable, business-critical data circulating across disparate systems and provide a near real-time,
detailed, and scalable map of the workflow of teams.
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