The purpose of this article is to provide you a list of use cases where Process Optimization should be applied to drive business value. This article will be updated from time to time as we discover new use cases.

IT Service Management

• Speed up time to resolution (MTTR) for Incident/Requests
• Reduce SLA breach rate
• Increase Support Agent productivity
• Reduce incident resolution cost
• Increate the automation rate by finding new opportunities where automation should be applied.
• Reduce change management failures
• Support broad digital transformation initiatives
• Increase collaboration between support teams and assignment groups
• Analyze the reason behind the bad CSAT score
• Analyze the root cause behind the misuse of a process step

Customer Service Management

• Improve First Call resolution
• Find out support agent coaching/training opportunities
• Analyze customer cases that were escalated to L2/L3
• Improve process data quality

Financial Service Operation

• Identifying manual steps to automate
• Uncovering root causes for delays