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An enterprise may create all the products in the world and provide every service, but if it doesn’t have a customer, it doesn’t have a business. Customer relationships have thus always been every business’s primary and competitive differentiator. However, as the digital transformation hype has reached a feverish pitch today, in response to the COVID-19 crisis, and the number of active internet users around the globe clocks at 4.66 billion, ensuring customer satisfaction has become challenging more than ever. The new-age customers, with a wide array of choices at hand, demand a more enhanced customer experience each time they deal with a business or a brand!
That’s why enterprises are increasingly vying to map their customer journeys and offer a more unified customer experience across every touchpoint. But are all those endeavors fruitful? Reports suggest otherwise. According to a Gartner survey, despite putting hours and days into planning, working with cross-functional partners, digging into the data, and learning more about the customers, nearly half the organizations do not see a return on their investment. While delving deeper into the issue to figure out why, the problem surfaces – the lack of accurate customer input. Most of those mappings are based on assumptions rather than true customer-validated data.
That’s where PuzzleData—headed by its CEO Kim Young-ill—is setting the benchmark for enterprises with its process mining software, ProDiscovery. With its capability to analyze event logs (data recorded in various standard company systems like ERP, CRM, MES, etc., and mobile app or web), ProDiscovery enables enterprises to explore the digital footprints of their customers seamlessly. It makes enterprises analyze and improve their frontend or backend process flows, consequently figuring out how to respond to customers’ journeys as well. Notably, the customers’ digital footprint thus generated (while they interact with a company’s customer-facing channels like website and mobile applications) further aids enterprises in gaining a far greater understanding of the customers’ digital interactions by identifying behaviors and patterns. It subsequently helps enterprises in the creation of fact based customer journey maps and, in turn, the delivery of an enhanced customer experience.
On that front, what’s driving ProDiscovery ahead of its competition is indeed its ability to deliver customized and user-friendly data analysis to clients.
With its capability to analyze event logs, ProDiscovery enables enterprises to analyze the digital footprints of their customers seamlessly
However, ProDiscovery’s process mining competency is not just limited to an enterprise’scustomer-facing processes. It can analyze event logs from a diverse range of a company’s backend systems to optimize the performance and enhance the efficiency of those processes as well. To facilitate it, ProDiscovery integrates with various big data platforms, such as Apache Hadoop, Splunk, Spark, and Elastic Search, to process the sea of data in them. “In the wake of the hastened digital transformation, enterprises are increasingly adopting automation tools to improve the operational efficiency of their processes,” cites Suho Hwang, VP of Marketing at PuzzleData. “By leveraging data from such tools and platforms, ProDiscovery can put forth a comprehensive picture of what’s going on internally in each of those processes and identify the bottlenecks in them,” Hwang adds.
This comprehensive approach that PuzzleData has exemplified in ProDiscovery is also reflected in the company’s service delivery. “PuzzleData offers an array of consulting services for the clients who need it. But if the client can handle data on their own, they just need to purchase the license for the product,” says Hwang. On a similar note, PuzzleData can deliver customized features and services on client requests. For instance, if a client has to monitor a particular process on the dashboard, the team at PuzzleData can add additional tabs or develop separate dashboards to enable the same.
Such vast expertise of PuzzleData’s team is enabling ProDiscovery to cater to a wide range of sectors today, including finance, healthcare, manufacturing, logistics, and so on. How ProDiscovery is making a difference in each of those sectors can be best reflected from a recent client success story. One of the leading banks in South Korea is leveraging ProDiscovery currently for diverse purposes. For example, they are using ProDiscovery to raise employee productivity by identifying the inefficient point of sales. At the same time, ProDiscovery is also being utilized to analyze the customer behavior on its website and apps. It aids the bank in identifying the customer problems and providing a resolution swiftly, drastically improving the customer experience and the capabilities of detecting additional sales opportunities.
This is but one of the many success stories that PuzzleData has been carving with its process mining capabilities. Riding on the coattails of such success stories, the company is quickly expanding its foothold beyond South Korea by venturing into the markets in North America and APAC region. Notably, in the APAC region, surging trends such as automation are driving a greater need for platforms like ProDiscovery to improve operational efficiency in sectors like business process outsourcing (BPO). With its expansive competencies—and the additional features like real-time data monitoring, simulation, and prediction—ProDiscovery is all set to leverage the full advantage of this increasing demand.