Case Study badenova
Comprehensive process transparency, optimized process management: mpmX in use at Badenova
The largely municipal energy service provider Badenova uses Process Mining to evaluate sales, SCM and financial processes. The project implementation described includes the evaluation of all sub-processes of an energy supply company that belong to Order-to-Cash. Specifically for Badenova, these are the following sub-processes: New customer acquisition, supplier change process, billing process, receivables management process, revocation process, tariff change process and termination process.
Initial Situation
The increasing digitalization of the industry and the associated consequence of being able to substitute providers more quickly with the help of comparison portals prompted Badenova to put its own processes to the test and to drive digitalization forward in its own company. Only isolated key figures on the processes were available, which were also determined through surveys or manual measurements and were therefore collected irregularly.
Project Objectives
In particular, evaluations of the digitalization, cancellation and automation rates were relevant for the process managers. In addition to more key figures and transparency in the processes of dunning, budget billing and invoicing, as well as in the internal analysis of the error rate for (provider) changes, the reasons for migration to the competition were also to be examined with the help of mpmX.
The focus of the project content on customer touchpoints was decisive. The specialist areas involved in the project on the customer side were receivables management, billing management, process management as well as sales, and on the IT side SAP BW information management and energy data service.
"Thanks to the smooth integration of mpmX into the Qlik® platform and the great user friendliness of the Process Mining solution, we were able to identify optimization potential within a short period of time: the Order-to-Cash sub-processes relevant to us could be comprehensively analyzed and improved in terms of digitalization, cancellation and automation rates. It was amazing how many process variants mpmX was able to bring to light."
Why mpmX
Since Badenova already uses Qlik® as a BI tool throughout the company, the energy supplier was able to easily integrate the Qlik®-based Process Mining solution into its existing BI platform. Other decision factors were the associated cost savings and the holistic consulting from a process perspective. Six process implementations were carried out from May 2019 to March 2020. The applications can be independently supported by Badenova through process owners in a Center of Excellence. In 2021, the expansion with mpmX execution took place due to the possibilities for continuous process monitoring and process predictions.
Results
By combining mpmX with the business intelligence functionalities of the Qlik® platform, optimization potentials could be identified and reported. In addition, the company now has the possibility to evaluate processes not only based on TO-BE models, but on the basis of objective AS-IS data. This has made it possible to improve internal IT processes and gain more transparency about collaboration with market partners. In the context of the customer journey, the end-to-end process could also be improved in a targeted manner thanks to mpmX. Key Performance Indicators (KPIs) and Process Performance Indicators (PPIs) have become part of Badenova‘s process management and are to be continuously expanded or refined in the future and implemented in reports as a fixed component.
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