51 Process mining case studies & project results [2024 update]

Cem Dilmegani

Process Mining

Updated on Jan 21

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51 Process mining case studies & project results [2024 update]

Table of contents

Business outcomes of process mining projects What are typical processes to be mined?

Insights from process mining enable data driven decision making, identify bottlenecks and reduce costs . This article aims to reveal typical results and usage areas of process mining, including a summary of these case studies.

Business outcomes of process mining projects

After mining their processes, many organizations gained vital insights into their businesses. These insights helped them to execute better process analysis and prepare action plans. In conclusion, companies have achieved various results for process improvement. Top 3 typical results are as the following:

1- Data-driven decision making: An essential benefit of process mining is to be data-driven. While extracting processes, the software always uses real data. This enables insights from the process mining tool to be factual. As a result, companies can diagnose their processes confidently. They move forward with real data; not personal opinions or guesses.

2- Reduced costs: One thing companies usually try to aim is to reduce their costs and generate higher profits. By analyzing event logs, process mining can show a company the duration of each stage in its process, its costs, and ways to improve it. The company can get rid of unnecessary costs and make relevant moves to reduce them.

For example, by using process mining, Vodafone discovered that they have low automated transactions, and decided to focus on this area. As it started to use robotic process automation (RPA) to improve its order process, Vodafone has decreased its unit process order costs from $3.22 to $2.85.

3- Identification of the bottlenecks: At some point, the processes may have several stages which take too much time and cause processes to slow down. This reduces efficiency because it affects other stages for not working properly. The companies can identify those stages and take action to reduce them.

For example, BridgeLoan has integrated a process mining tool into its ERP system to identify the bottlenecks in their loan application processes. After recreating their processes, the process started to progress 40% faster and the company can now process 30,000 applications in a month.

To have more details, you can read our article about process mining benefits.

What are typical processes to be mined?

The companies mine various processes to understand what their actual processes look like and find ways to improve them. These processes are usually the ones which the company can increase its level of automation.

The typical processes we have observed from the case studies are:

Purchase-to-Pay
Order-to-Cash
Logistics
Quality Management
Finance

Feel free to read our guide to learn more on process mining use cases.

Below, you can find the extended list of case studies which we have collected from different resources. You can filter the list by the service provider, industry, or process and investigate the achieved results.

Company	Country	Process Mining Tool	Industry	Process	Results
AB InBev	Belgium	QPR	Food & Drink	Supply chain	▪ Reduced operational costs ▪ Better visibility of actual performance
Afrisam	South Africa	QPR	Construction & Materials	Risk management	▪ Improved overall process efficiency ▪ Identification and better visualization of risks ▪ Real-time performance monitoring
Akzonobel	Netherlands	Celonis	Chemicals	Purchase-to-Pay, Accounts Payable, and Order-to-Cash	▪ Identified that 18% of process have manual changes ▪ Improved SRM efficiency from 40% to 70% in one year ▪ Reduced costs
Alexianer	Germany	Lana Labs	Healthcare	Emergency hospitalization	▪Optimized the patient care quality ▪reduced waiting times by 80% ▪Improved communication across functions
Alliander	Netherlands	Lexmark	Utilities	Purchasing	▪ Gained insights into the complexity of the process ▪ Elimination of unnecessary steps ▪ Standardization of the process ▪ Discovery of the need of staff re-training
Amag	Switzerland	QPR	Automotive	Finance & Controlling	▪ Improved KPI measures ▪ Improved operating efficiency by focusing on underperforming targets
Ana Aeroports de Portugal	Portugal	Process Sphere	Travel & Leisure	Service Process	▪ Identification of unoptimized steps ▪ Elimination of non-value-add tasks which speeds up the process ▪ Quick identification of problems and improvement opportunities
Anonymous bank	Australia	University of Melbourne	Bank	Mortgage Approval process	▪ Identification of communication issues between front office and back office.
Anonymous bank	Eastern Europe	StereoLOGIC	Bank	Back Office Operations	▪ Process optimization by an average of 16%. ▪ 4 month ROI
Anonymous global mortgage insurance Company	US, Canada and Australia	StereoLOGIC (Canada)	Mortgage insurance company	Call Center Operations, Back Offices	▪33.6 % process efficiency gain in less than 3 months
APG	Netherlands	Celonis	Pension Funding	Finance	▪ Identification of dramatic deviations of throughput time ▪ Increased first-time response rate ▪ Improved customer satisfaction
Barona	Finland	QPR	Support Services	Invoicing	▪ Identification of the bottlenecks ▪ Discovery of improvement opportunities
Basware	Finland	QPR	Technology	Invoice Management	▪ Identification of bottlenecks ▪ Increased customer satisfaction
BridgeLoan	South Africa	QPR	Insurance	Loan Processes	▪ 40% faster process ▪ Reduction in manual work ▪ Quick reaction to possible problems in process
Caverion	Finland	QPR	Construction & Materials	Ad Hoc Service Process Management	▪ Improved cash flow ▪ Removal of bottlenecks ▪ Faster invoicing
Credem Bank	Italy	IBM	Banking	Back Office operations	▪Detection of repetitive and manual work ▪ Analysis and automation over 50 processes
EDEKA	Germany	Celonis	Retail	IT Service Management	▪ Simplified process ▪ Reduced cost ▪ Increased process quality
Eissmann Automative	Germany	Celonis	Automative & Parts	Purchase-to-Pay, Master Data Management and Manufacturing	▪ Shortened throughput time by 30% ▪ Visualization of real-time production cycle ▪ Elimination of problematic process steps
EY	UK	ProcessGold	Consulting	External Audit Processes	▪ Ability to more complete audit assesment ▪ Automation of insights into audit risks ▪ Reduced audit preparation time by 50%
Fennovoima	Finland	QPR	Utilities	Document Handling	▪ Creation of a centralized portal which contains documentation and information about business processes ▪ Identification of root causes of process delays
Isala Hospital	Netherlands	PROM	Healthcare facilities, services & equipment management	Healthcare Patients' Records Management	▪Compliance analysis of the whole patients' records management. ▪Detection of 30 unnecessary medical steps, ▪Reduction of the emergency management total duration
ING Bank (Netherlands)	Australia	Celonis	Banking and financial services	Website and call center improvements	▪Develop their website and call center.
KB Card	South Korea	Puzzle Data	Credit Card	Credit Card Issue Process	▪Identification of bottlenecks and time consuming activities
Kemira	Finland	QPR	Chemicals	Order-to-Cash and Process-to-Pay	▪ Increased customer satisfaction ▪ Improved lead times ▪ Increased responsiveness to possible problems
Komerční Banka	Czech Republic	QPR	Banking	Finance	▪ Identification of the bottlenecks ▪ Improved lead times
Lassila & Tikanoja	Finland	QPR	Support Services	Order-to-Cash	▪ Improved customer satisfaction ▪ Reduced ERP implementation costs ▪ Improved KPI measures ▪ Reduced risk of ERP deployment and vendor dependency ▪ Increased data quality
LOEN Entertainment	South Korea	Fluxicon	Media	Customer Journeys	▪ Simplified process ▪ Achieved user segmentation
Maastricht University Medical Center	Netherlands	Fluxicon	Healthcare	Clinical pathways	Analyzed clinical pathways by leveraging medical records and pathway definitions Developed and run conformance checks across new methodologies in clinical pathway adherence.
Manufacturing firm	Multinational	IBM	Manufacturing & Logistics	Order-to-cash process	▪ Enabled quick, data-backed automation decisions, ▪ Reduced reworking by automating 75% of Delivery Activity, ▪ Saved EUR 50,000 in the line creation activity, ▪ Decreased lead time by 3 days, ▪Reached to USD 60,000 in cost savings
Maxima Medical Center	Netherlands	Fluxicon	Healthcare	Patient Treatment Analysis	Discovered the care flow of a given disease Comprare care paths between discovered model and pre-defined rules
Metsä Board	Finland	QPR	Forestry & Paper	Supply Chain	▪ Identification of the bottlenecks ▪ 60% increase in order lines & volume ▪ Conformant order lines from 40% to 80 %
Neste	Finland	Celonis	Utilities	Logistics, Quality Management and Finance	▪ Identification of the bottlenecks ▪ Improved customer satisfaction ▪ Secured on-time payments
Nokia	Finland	QPR	Telecomunications	Order-to-Cash and Process-to-Pay	▪ Harmonization of different processes ▪ Identification of improvement opportunities ▪ Improved lead times
Patria	Finland	QPR	Aerospace & Defense	Order-to-Cash	▪ Increased customer satisfaction ▪ Elimination of newly discovered unnecessary tasks ▪ Minimization of resources spent on rework
PGGM	Netherlands	Fluxicon	Insurance	Process Improvement	▪ 66% time savings expected ▪ Improvement verification when an improvement is implemented
Piraeus Bank	Greece	QPR	Banking	Consumer Loan	▪ Identification of the bottlenecks ▪ Improved KPI measures ▪ Diagnosis of variations in the process ▪ Shortened application process from 35 minutes to 5 minutes on average
Rabobank	Netherlands	International Conference on Biomedical and Health Informatics	Banking	Process improvement	▪ Identification of continous change and improvement.
Ruukki	Finland	QPR	Construction & Materials	Process Management	▪ Reduced value of raw material stock ▪ Identification of the bottlenecks
Siemens AG	Germany	Celonis	Personal & Household Goods	Service Process Management	▪ Automation of ordering channels ▪ Standardization of the process ▪ Quick identification of inefficiencies
Stark	Denmark	QPR	Retail	Order-to-Cash	▪ Identification of the bottlenecks ▪ Improved communication with employees ▪ Improved operating efficiency by rescheduling good replacement tasks
Suncorp	Australia	Queensland University of Technology	Insurance	Home Insurance Claim	▪ Identification of two major bottlenecks ▪ Reduced processing time from 30-60 days to 5 days
Telefonica	Spain	Fluxicon	Telecomunications	IT Service Management	▪ Major incidents decreased from 124 to 13 in two years ▪ Halved restoration time in one year ▪ Improved customer relations
Terberg	Netherlands	Celonis	Industrial Transportation	Purchase-to-Pay and Accounts Payable	▪ Identified root causes of delayed deliveries ▪ Immediate time savings ▪ Reduced costs
Vaisala	Finland	QPR	Industrial Engineering	Process Management	▪ Improved process by around 59% depending on product ▪ Reduced operational costs ▪ Improved customer satisfaction ▪ Quick identification of process deviations
Veco	Netherlands	Fluxicon	Industrial Engineering	Quality Management and Logistics	▪ Reallocation of workstations to reduce delays ▪ Same amount of work done by fewer people ▪ Shorter lead time
Vodafone	UK	Celonis	Telecomunications	Source-to-Pay	▪ Increased perfect purchase orders from 73% to 85% ▪ Reduced cost from $3.22/PO to $2.85/PO ▪ Improved time to market by 20%
VTB	Russia	Celonis	Banking	Loan Process	▪ Shortened throughput time by 30% ▪ Increased percentage of timely-handled accounts from 68% to 98% ▪ Decreased application processing time by fourfold ▪ Discovery of the need for employee training ▪ Improved customer satisfaction
VTB Bank	Russia	Celonis	Banking and financial services	IT support process	▪Cheaper and faster processes ▪Optimized products
World Vision	South Africa	QPR	NGO	Performance Management	▪ Shortened performance evaluation process ▪ Improved data management
Zacatecas State	Mexico	QPR	Government	Quality Management	▪ Identification of process deviations ▪ Better and more timely evaluation of KPIs ▪ Improved decision-making
Zig Websoftware	Netherlands	Fluxicon	Technology	Housing Allocation Process	▪ Identification of three major bottlenecks ▪ Recreation of the process by automating its digital offering system ▪ Reduced waiting period from 16.4 hours to 64 minutes ▪ Shortened turnaround by 4000 days for the first six months

Find out more comprehensive and recently updated version of process mining case studies.

Also, don’t forget to check out our comprehensive and data-driven list of process mining software. If you still have questions about process mining software, we would like to help:

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Access Cem's 2 decades of B2B tech experience as a tech consultant, enterprise leader, startup entrepreneur & industry analyst. Leverage insights informing top Fortune 500 every month.

Cem has been the principal analyst at AIMultiple since 2017. AIMultiple informs hundreds of thousands of businesses (as per similarWeb) including 60% of Fortune 500 every month.

Cem's work has been cited by leading global publications including Business Insider, Forbes, Washington Post, global firms like Deloitte, HPE, NGOs like World Economic Forum and supranational organizations like European Commission. You can see more reputable companies and media that referenced AIMultiple.

Throughout his career, Cem served as a tech consultant, tech buyer and tech entrepreneur. He advised businesses on their enterprise software, automation, cloud, AI / ML and other technology related decisions at McKinsey & Company and Altman Solon for more than a decade. He also published a McKinsey report on digitalization.

He led technology strategy and procurement of a telco while reporting to the CEO. He has also led commercial growth of deep tech company Hypatos that reached a 7 digit annual recurring revenue and a 9 digit valuation from 0 within 2 years. Cem's work in Hypatos was covered by leading technology publications like TechCrunch and Business Insider.

Cem regularly speaks at international technology conferences. He graduated from Bogazici University as a computer engineer and holds an MBA from Columbia Business School.