the Hidden Power of Life Event Data
Customer Company Size
Large Corporate
Region
- Europe
Country
- Netherlands
Product
- Celonis Process Mining
Tech Stack
- Process Mining
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
- Cost Savings
Technology Category
- Analytics & Modeling - Process Analytics
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
Use Cases
- Process Control & Optimization
- Predictive Maintenance
Services
- System Integration
About The Customer
APG Group is a Dutch financial services provider specializing in pension administration, asset management, executive consultancy, and employers' services. They manage 451 billion euros in pension assets for clients in various sectors, including education, government, construction, housing associations, energy, utility companies, and medical specialists. With a workforce of 40,000 employees, APG Group is committed to delivering optimized returns and high-quality services to its customers. Their extensive portfolio and large-scale operations necessitate efficient and transparent processes to meet the diverse needs of their clients.
The Challenge
The APG Group faced significant challenges in managing and optimizing their customer-oriented processes, particularly in the areas of pension requests, call center operations, and divorce-related pension aspects. The throughput time for pension claims deviated dramatically from the expected 180 days due to dependencies on external parties. Additionally, the call center experienced recurring calls related to the same content, and there was a lack of relevant information on the website for customers undergoing divorce. These inefficiencies led to increased cycle times, rework, and customer dissatisfaction.
The Solution
APG Group implemented Celonis Process Mining to gain insights into their processes and identify areas for improvement. The first step involved visualizing pension requests from the military, which revealed significant deviations from the expected process due to dependencies on external parties. This newfound transparency helped prevent rework, reduce cycle times, and streamline process flows. Celonis Process Mining was also applied to the call center to understand customer patterns and identify root causes for recurring calls. By aligning with domain experts, APG improved the information on their website, reducing the need for follow-up calls and increasing customer satisfaction. Additionally, Celonis Process Mining was used to identify inefficiencies in manual control mechanisms and update verification guidelines based on these findings. This risk-oriented approach allowed APG to improve control instances and focus on more efficient processes. The automation of certain processes, such as the registration of civil partnerships, further enhanced efficiency and reduced manual workflows.
Operational Impact
Quantitative Benefit
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