Process Mining Consulting

How Process Mining Works

Every time a case moves in a business system, such as a quote, an order or a service ticket, the system records a case identifier, an activity and a timestamp. Process mining takes those records and rebuilds a visual map of every path that cases follow, with times and volumes for each step.

The map shows what documentation cannot. How many cases follow the intended path, where they wait longest, which steps repeat, where rules are skipped and what the exceptions cost. Linked with customer outcomes, it reveals which deviations affect satisfaction and which are harmless.

The work follows three phases. We extract and prepare the event logs from your systems, discover and analyze the actual process against its intended design, and translate the findings into improvements, whether redesign, automation or reassigning resources, with the indicators to monitor them.

Process mining replaces opinions about how work flows with evidence from your own systems.

Benefits of Process Mining

Evidence from system data speeds up decisions and avoids projects that fix the wrong problem. These are the results our clients look for.

An objective view of the real process. Decisions rest on what the systems recorded, not on interviews or memory.

Bottlenecks and rework loops located precisely. Leaders see where cases wait and repeat, and what each delay costs.

Compliance deviations detected. Every case that skips a required step or approval is visible, which strengthens control and audit readiness.

Better-prioritized redesign and automation. Investments go to the processes and steps where the evidence shows the largest return.

Verification of results. After a change, the same analysis shows whether cycle times and deviations actually improved.

See what your system data says about how your processes really run.

Our Process Mining Approach

ICX starts with the business question, for example why orders take so long to ship or why service cases are reopened, and extracts only the data needed to answer it. Findings feed decisions, not reports.

Our proprietary methodologies give the work its structure. The ICX Maturity Model assesses data and process readiness. The ICX Process Transformation Framework turns the findings into a redesign and automation roadmap anchored in the target operating model. The ICX Executive Blueprint connects processes, technology, business rules and KPIs, so each finding is linked to its owner and its indicator.

We work with event logs from CRM, ERP and ticketing systems such as Salesforce and HubSpot, present the results in Power BI, and can run the ongoing analysis for you through CX Intelligence, our managed analytics service.

Tell us which process you most want to see in your data.

Process Mining Use Cases

When a Company Needs Process Mining

Cases take longer than they should and nobody knows why. We rebuild the paths cases follow and show where they wait.

Documented processes and real behavior do not match. We compare the designed process with the actual one and quantify the differences.

Orders, quotes or tickets are frequently reworked or reopened. We identify the rework loops and the conditions that trigger them.

Compliance requires proof that required steps are followed. We detect cases that skip approvals or controls and show where it happens.

An automation or system project needs a business case. Mining shows which steps are frequent and rule-based enough to automate, and what they cost today.

A process improvement project needs proof that it worked. We run the same analysis afterward to confirm that cycle times and deviations improved.

What Process Mining Gives Each Leader

COO. An objective picture of operational performance, with bottlenecks and rework ranked by cost to decide where to act first.

CEO. Evidence on whether the operation executes the strategy as designed, without depending on the reports of each area.

CIO. Facts on how systems are used in practice, to guide integration, automation and the retirement of workarounds.

CFO. The cost of exceptions and delays, and the verified savings after each change.

CCO and head of customer service. The path of each service case, with the points where delays, handoffs and reopened cases hurt satisfaction.

Want to know which of these cases applies to your operation?