1 Highlights Financial Services • Customer card-related case response and resolution times exceeded SLA limits • Process Mining uncovered bottlenecks, inefficiencies, and improvement opportunities beyond what existing dashboards could show • Data-driven changes to processes such as agent callbacks, case prioritization, and document intake resulted in faster resolution and improved customer experience Fast and effective customer service is critical to our business. Process Mining allows us to pinpoint issue root cause and put insights into action quickly. 13% Reduction in customer case resolution routes, streamlining resolution and reducing effort Meet and exceed customer service SLAs with Process Mining Pedro Reyes Sr. Director, Customer Service Operations, Blackhawk Network 78% Reduction in customer case resolution time variance for consistent SLA compliance 30% Faster customer case resolution time Customer Service ManagementProcess Mining