Optimising error-prone processes? Here’s how to do it

‘First Time Right’ and ‘Problem Solving’ are well-known terms in Lean methodology. By increasing the percentage of First Time Right, you increase the quality of the process. By finding out the root causes of errors or problems instead of just trying to mitigate the consequences, you also increase the quality of your process. How often do files get rejected in a process or a customer’s request stagnates because of an incorrect entry? In this blog, Floris de Groot, consultant at BPM Company, explains how Pega’s low-code case management platform gives you the tools to prevent this.

Stop incorrect entries

Wouldn’t it be great if all the steps in a process went right the first time and recovery actions were unnecessary? With the Pega platform, you make sure that system statuses like ‘Re-examine’ or ‘Re-assess’ are a thing of the past. Now you may be thinking: nicely said, Floris, but what does that look like in practice? To illustrate my thesis, here are four practical applications.

1. Automate steps in the business process

It is possible to automate almost all steps in a process and avoid manual input. For example, you can help employees, customers or other users by not including an open text field, but using standard response options that they select via a drop-down or radio button menu.

2. The entire business process driven from Pega

When different stakeholders work from the same application, there are many advantages. Whether it is to approve a colleague’s application, or to send an automatic e-mail to a customer containing a certain task, everything can be done with the deployment of the Pega platform. Information generated in Pega can then be updated to other systems, for example a ‘system of record’ (SOR). An SOR provides a single, central source of truth for an organisation’s data and processes. This not only ensures better data quality, it also helps you comply with laws, regulations or internal policies.

3. Pega’s process mining combined with AI

Pega’s process mining combined with Pega’s AI-driven decision and workflow automation is so intuitive that anyone – and not necessarily only data scientists – can analyse the history of a process and find the root causes of recoveries, bottlenecks and other problems. This allows workflows to continuously optimise themselves, ensuring better quality operations and happier customers.

4. Automated e-mail flows

Artificial intelligence is also used in other ways within the Pega platform. For example, Pega Email Bot™ uses AI in combination with Pega’s industry-leading Natural Language Processing (NLP) and process automation. In this way, incoming email flows are fully automated, from intake to completion. This results in faster response times, lengthy manual customer service processes are a thing of the past and human errors are eliminated.

Pega platform the key enabler for successful digital transformations

The above functionalities are just some of the possibilities to reduce manual operations, speed up processes and minimise the risk of error.

Want to know more?

The possibilities with the Pega platform are endless. All of Pega’s out-of-the-box functionalities are built on the same platform. Think of the Pega Customer Decision Hub, Customer Service, Client Onboarding and Sales Automation. Wondering how Pega helps you gain more insight into your processes and possible improvements? Curious how Pega helps your organisation move forward? Feel free to contact us!