Content pack for Financial Services Operations
Using the Process Mining content pack with Financial Services Operations (FSO) enables you to analyze processes relevant to your KPIs, and identify bottlenecks associated with FSO cases.
Important:
Starting with the Vancouver release, the Process Optimization application has been renamed to Process Mining.
For information about enabling the FSO Process Mining Content Pack, see Content pack for Financial Services Operations.
Optimization projects
The content pack adds pre-built Process Mining project model definitions for these Financial Services Operations applications.
- Financial Services Business Deposit Operations
- Financial Services Business Loan Operations
- Financial Services Business Lifecycle
- Financial Services Card Operations
- Financial Services Client Lifecycle
- Financial Services Complaint Management
- Financial Services Payment Operations
- Financial Services Personal Loan Operations
- Financial Services Personal Deposit Operations
- Financial Services Treasury Operations
- Individual Life Servicing
- Group Life Servicing
- Commercial Lines Claims
- Personal Lines Claims
- Intelligent Servicing for Fraud
Roles
Based on the Financial Services Operations application that you're using the Process Mining application for, you need the following roles.
| Financial Services Operations application | Required role |
|---|---|
| Financial Services Card Operations | Dispute management: sn_bom_credit_card.dispute_manager and sn_process_optimization_analyst |
| Financial Services Payment Operations | sn_bom_payment.payments_manager and sn_process_optimization_analyst |
| Financial Services Business Loan Operations | sn_bom_loan_b2b.manager and sn_process_optimization_analyst |
| Financial Services Personal Loan Operations | sn_bom_loan.b2c_manager and sn_process_optimization_analys |
| Financial Services Business Lifecycle | sn_bom_clo_b2b.manager and sn_process_optimization_analyst |
| Financial Services Client Lifecycle | sn_bom_clo_b2c.manager and sn_process_optimization_analyst |
| Financial Services Complaint Management | sn_bom_compl.manager and sn_process_optimization_analyst |
| Financial Services Business Deposit Operations | sn_bom_deposit_b2b.manager and sn_process_optimization_analyst |
| Financial Services Personal Deposit Operations | sn_bom_deposit_b2c.manager and sn_process_optimization_analyst |
| Commercial Lines Claims | sn_ins_claim_cml.manager and sn_process_optimization_analyst |
| Personal Lines Claims | sn_ins_claim_pers.manager and sn_process_optimization_analyst |
| Financial Services Treasury Operations | sn_bom_treasury.admin and sn_process_optimization_analyst |
| Individual Life Servicing | sn_ins_indiv_life.manager and sn_process_optimization_analyst |
| Group Life Servicing | sn_ins_group_life.manager and sn_process_optimization_analyst |
| Intelligent Servicing for Fraud | sn_bom_fraud.manager and sn_process_optimization_analyst |
Example of Process Mining for Financial Services Operations
Analyze a process for financial services cases and identify bottlenecks to minimize delays in the case flow for a better customer experience.
For example: If you’re a process analyst in your financial institution where you must submit analysis on current processes associated with financial services cases, you can use Analyst workbench to access the mined processes for the project definition for financial services payment operations, loan operations, and complaint management.
You can analyze the case process flow and suggest ways to improve the processes by using the following workflow, for example, for Loan deferment in B2C project definition:
- Select View in Workspace from the selected project. Analyst workbench opens in a new tab.
You can observe the average duration that a Loan deferment case record takes to be closed.
- View metrics of the process map by setting the Primary Metric and Secondary Metric lists to Unique Occurrences and Average Duration, respectively.
- Refine the process map by selecting Refine and selecting a connection width to see the full list of metrics.
You can observe the state transitions and their duration.
- In the Filters tab, set up the Breakdown filters list for categories and use the activity transitions filters to filter out the records.
- In the Variation Analysis tab, you can view the routes taken by the records, number of cases in a route, the average duration, and the number of steps involved in the route. Selecting a route highlights the route in the map.
- Add notes to the project by selecting the notes icon (
) and submit an analysis.