Process intelligence is an emerging, data and technology-driven approach to process optimization. It is an evolving component of process discovery that turns raw process data into a continuous flow of accurate, unbiased process insights to pinpoint inefficiencies and bottlenecks.
Process intelligence is transforming modern supply chains and manufacturing – shifting organizations from reactive process management to proactive process optimization based on real-time analytics.
However, ensuring return on investment (ROI) from process intelligence is not without its challenges. To enable and maintain strong ROI, businesses need a structured approach that aligns the technology’s capabilities with organizational goals.
Here’s a step-by-step guide to achieving ROI with process intelligence.
Align with strategic objectives
Before deploying process intelligence, it’s important to define business goals. Are you aiming to cut costs, improve speed, reduce compliance risks or increase customer satisfaction? Prioritize processes that directly impact those goals – e.g. order-to-cash, claims handling or procurement.
For example, if your goal is cost savings, focus on high-volume, high-cost processes with variability.
Select the right use cases
To drive process intelligence ROI, it is key to select use cases with high automation or optimization potential. Establish clear pain points such as manual work, delays and rework while also ensuring available data sources like event logs and ERP/CRM systems.
High ROI examples include reducing invoice processing times, improving SLA compliance and identifying root causes of customer churn.
Use the right metrics to measure ROI
Metrics are incredibly important for measuring the success of process intelligence implementation. With regards to ROI, it’s equally vital that any metrics used are well-suited to tracking investment value. Consider quantifying gains in terms of:
- Time saved (e.g. 20 percent faster processing time).
- Cost savings (e.g. fewer full-time equivalents (FTEs) needed and less rework).
- Revenue gains (e.g. more profitable premium offerings).
- Risk reduction (e.g. fewer compliance violations).
Be sure to set baseline metrics before implementation to measure improvement!
Ensure data readiness
To work effectively, process intelligence tools need access to high-quality, structured data as well as event logs with timestamps, case IDs, activity names and consistent integrations across systems. Data quality issues cause slower measuring of process performance which can be hindered by data availability challenges. Remember that poor data quality leads to misleading insights – and less or no ROI.
Use actionable insights, not just dashboards
True process intelligence value comes from taking action – rerouting workflows, automating bottlenecks, standardizing best practices and launching root-cause initiatives. Enable your operational teams to act on insights quickly, giving them the resources, knowledge and confidence to do so efficiently.
Embed into daily operations
Process intelligence is not a one-off project. It must be embedded into daily decision-making, process reviews and planning, KPI tracking and continuous improvement loops. Also, give business users access, not just analysts.
Secure executive support and master change management
Process intelligence requires much more than just technology. To support and demonstrate ROI, you need to secure executive sponsorship and perfect change management to drive adoption of insights and redesigns. After all, resistance to change is one of the most common inhibitors of process improvement.
A popular strategy is to create a Center of Excellence (CoE) and promote process intelligence champions that act as ambassadors across the organization.
Establish strong governance
Establishing strong process optimization governance ensures that businesses can quickly respond to failures, minimize downtime and maintain operational continuity. Companies within the European Union (EU) need to be extra cautious to ensure that their selected tools and platforms are compliant with the General Data Protection Regulation (GDPR) and EU privacy legislation laws. A strong governance framework helps sustain efficiency and adaptability while remaining compliant with evolving laws and standards.
Track and report ROI continuously
Finally, businesses should track and report ROI on an ongoing basis, with particular focus on factors such as:
- Savings realized versus forecast.
- Process KPIs before and after improvements.
- Actions taken based on insights.
- Payback period and cumulative ROI.
The future of process intelligence
Process intelligence will continue to transform business operations in the coming years. The rise of agentic artificial intelligence (AI) will converge with process intelligence, enabling organizations to intelligently manage process exceptions. Organizations that strengthen their awareness and speed will be able to respond to external disruptions with more dexterity and purpose than their peers.
The ability to visualize a process end-to-end will facilitate more data-driven continuous improvement of everyday activities, as well as be the primary source of foresight that enables a company to take advantage of the next industry-shaping event.