Customer Journey Implementations
Customer journey use cases are explained in detail in the Business User guide. There are detailed examples for the following industries:
- Insurance
- Telecommunications and energy
- Healthcare sector
- E-Commerce
Using mpmX for Customer Journeys
If you have already analysed a large proportion of the relevant events with customer interaction within an O2C project, for example, and the interface between O2C and you want to show the interaction within an mpmX application, you can store the customer journey (or in particular the key touchpoints between the customer and the organization) as a "resource log" in the O2C app.
Accordingly, add the event log for the customer journey with the customer journey CaseID as a resource log and key the CaseID of the customer journey with the CaseID of the O2C process.
The business user or analyst can then analyze the process from the company's own perspective. If there is a suspicious pattern in the sales process (e.g. offer sent) but no response has been received from the customer for more than 2 weeks, the perspective can be changed and the analyst can slip into the role of the customer.
Based on the current selection, you can then see all events and patterns that customers who have not responded to the offer for more than 2 weeks have carried out. For example, customers who are not yet 100% sure about their decision will search for further information on the website, which you can see in the analysis. Or a sample shows that an offer has been out for more than two weeks and the customer has not had any interactions with the organization in the meantime. In this case, there may be a reason for the receipt of the offer.
Read more here, to learn how to implement a resource log for a customer journey.
mpmX has implemented the customer journey as a separate process. This means that the customer journey is validated in the context of the organization, a CaseID (identifier of the customer or customer group) is selected depending on the use case (bill shock, channel analysis, SLAs, ping-pong analyses) and the systems and activities required to answer the use case are included in the event log.
Use the Network Graph
The Network Graph is used to show all parties, departments or systems involved and where on which channel the customer has already had many touchpoints and where fewer. Read on to find out how to build a network diagram based on the EventLog.
If you are looking for example projects in the customer journey area, you can watch the following webinars. A contact person with implementation examples and demos is also available at any time for individual consideration of your customer journey.
Webinars
Customer Journey at Philipps Example:
EN | Improving the Customer Journey with Process Mining | GoToStage.com
Customer Journey with Telenet Example (Billshock at Telecommunications companies)