Process Intelligence: The unsung hero of digital transformation

These days you would have to be blind, deaf and living in a cave to avoid all the noise around digital transformation. Unfortunately, most of this noise focuses on projects that add support for our customers’ favorite technology. While this is important, a side effect of this is that organizations focus resources on tasks that serve to “check the technology boxes” instead of honing in on what really drives business success. Imagine the checklist: Interactive Website… check; Great IVR technology…check; iPhone App…check; Android App…check, and so on. While enabling multiple access options is important we need to understand that it is only a narrow slice of the digital transformation pie.

Most analysts believe that failing to go beyond addressing the access problem will result in organizations falling further behind their competition and becoming vulnerable. The truth is that if we only provide more means of access for customers and partners without improving our processes the result may be the very ugly unintended consequence of enabling our customers to more rapidly determine how poorly performing the underlying processes really are. Effective digital transformation is about connecting the dots between internal processes and your customers and trading partners and optimizing all those interconnections.

Of course, it is difficult to improve that we don’t understand. To aggressively pursue process improvements and, where possible, their automation requires an in-depth knowledge of your current performance baseline and the identification of sub-optimal execution patterns. This includes both public facing and internal processes. Historically the key challenge to achieving this insight has been inhibited by the inability of business intelligence and related tools to understand business processes.

The need for deeper insights has been further exposed with the increasing popularity of process improvement and automation technologies such as Business Process Management (BPM) and Robotic Process Automation (RPA). Without a complete understanding of current operations and a quantitative understanding of the costs and efficiencies of process variations, organizations being pushed into BPM, RPA and other transformation projects are greatly disadvantaged.

The first step in achieving these critical insights is to recognize that understanding business processes requires a new analysis approach – typically referred to as process intelligence. This also dictates that analysts must have tools specifically designed to meet the unique demands of process intelligence. Unfortunately, existing business intelligence, process mining and related tools have failed to deliver the necessary insights.

At ABBYY Timeline we strongly believe in picking the right tool for the job. This demands that a process intelligence tool must include all the capabilities necessary to understand, analyze and optimize processes. ABBYY Timeline offers a new approach to process intelligence based on a patent-pending approach called Timeline Analysis, which can analyze any process type – from structured to ad hoc case management and includes a rich library of best-practice analytical tools uniquely designed for process intelligence.

Through process intelligence, ABBYY Timeline sets you on a path to success with all your digital transformation initiatives. This technology provides you with the capability to discover and visualize process execution details automatically from your existing data, while guiding you towards best practices for performing analysis of large sets of process instances to assess their operational efficiency and identify the root cause for adverse cases. Managers are also able to monitor future processes to ensure they meet all necessary quality, performance and compliance goals. Process intelligence provides critical insight needed to drive an efficient and profitable business, and is the key to extracting value from any digital transformation initiative.

About the author

Scott Opitz is a 30 year veteran of the computer industry and has founded and built companies in the application integration, business process management, and business intelligence spaces. In 2014 he founded ABBYY Timeline and serves as its President and CEO.

December 27, 2017