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Extending Splunk to Business Use Cases With Automated Process Mining


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Operational teams in lines of business, like finance, manufacturing, marketing, or customer service are looking for the same benefits of Splunk that IT and Security team have enjoyed for years. With the rapid digitization of nearly every business process, Splunk can identify millions of dollars in operational efficiencies by helping detect customer fallout and process bottlenecks. Built-in reports from applications don’t provide the broad visibility needed to understand end-to-end processes. Meanwhile, basic process mining approaches don’t provide deeper root cause diagnosis. Splunk Business Flow has the unique ability to provide continuous insights on and diagnosis of end-to-end customer journeys and business processes. In this session, learn how Splunk’s innovations in automated process mining can empower your operational business users with in-depth visibility into customer funnels and business processes to dramatically reduce fallout and bottlenecks.

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Extending Splunk to Business Use Cases With Automated Process Mining

  1. 1. © 2019 SPLUNK INC.© 2019 SPLUNK INC. Extending Splunk to Business Use Cases With Dynamic Process Mining Charles Adriaenssens | Senior Business Analytics Specialist Paul West | Senior Sales Engineer Marc Thomas | Senior Sales Engineer 13th June 2019 | London
  2. 2. © 2019 SPLUNK INC. During the course of this presentation, we may make forward-looking statements regarding future events or the expected performance of the company. We caution you that such statements reflect our current expectations and estimates based on factors currently known to us and that actual events or results could differ materially. For important factors that may cause actual results to differ from those contained in our forward-looking statements, please review our filings with the SEC. The forward-looking statements made in this presentation are being made as of the time and date of its live presentation. If reviewed after its live presentation, this presentation may not contain current or accurate information. We do not assume any obligation to update any forward-looking statements we may make. In addition, any information about our roadmap outlines our general product direction and is subject to change at any time without notice. It is for informational purposes only and shall not be incorporated into any contract or other commitment. Splunk undertakes no obligation either to develop the features or functionality described or to include any such feature or functionality in a future release. Splunk, Splunk>, Listen to Your Data, The Engine for Machine Data, Splunk Cloud, Splunk Light and SPL are trademarks and registered trademarks of Splunk Inc. in the United States and other countries. All other brand names, product names, or trademarks belong to their respective owners. © 2019 Splunk Inc. All rights reserved. Forward-Looking Statements
  3. 3. © 2019 SPLUNK INC. The Case For Data- Driven Business Operations
  4. 4. © 2019 SPLUNK INC. Every LOB is Now Powered by Applications Generating Millions of Events per Day Supply Chain Customer Service Sales Logistics Finance EVERY LOB IS NOW A “DIGITAL BUSINESS”
  5. 5. © 2019 SPLUNK INC. Orders In Financial Processes Service Escalations Customer Experience Process Mining Is Emerging as a Solution for Business Data can drive continuous improvement and operational excellence
  6. 6. © 2019 SPLUNK INC. Gaining Transparency Into Complex, High Volume Processes is Challenging Processes are fluid, need to constantly update and model data Data spans disparate systems, difficult to collect Processes lack real- time visibility, slow feedback loop
  7. 7. © 2019 SPLUNK INC. Bottlenecks Fallout? Completion Rates?Cycle Times?
  8. 8. © 2019 SPLUNK INC. ► With the explosion of digital transformation, many organizations are struggling to deliver operational excellence ► Process mining techniques can help to improve operational performance Key Business Benefits of Process Mining Reduced costs Reduced cycle time (and effort) Improved completion rates
  9. 9. © 2019 SPLUNK INC. Introducing Splunk Business Flow
  10. 10. © 2019 SPLUNK INC. An Overview of Splunk Business Flow
  11. 11. Addressing a Wide Variety of Use Cases Digital / Customer Experiences Financial Services Retail Telecommun- ications Healthcare Trade Processing Order-to- Fulfillment Order-to- Activation Patient Experience Back Office Processes Accounts Payable - Order-to-Cash Processes Supply Chain Management Call Center Escalation IT Processes Service Ticket Flow
  12. 12. © 2019 SPLUNK INC. ► Gain end-to-end visibility into operations across the customer experience ► Investigate complex customer order issues without delays ► Track current order status across multi-tiered enterprise systems Otto Group “ With Business Flow, it’s the first time that we can have a look into the living system. It’s like you’re using an X-Ray machine into your software. Business Flow can help us find out where are we losing time and losing time often means losing money.” – Andre Pietsch, Product Manager, Otto Group ONLINE SERVICES– BUSINESS ANALYTICS
  13. 13. © 2019 SPLUNK INC. Getting Started Identify the data source(s) that define the business process1 Build the flow model by defining the correlating identifier(s) and process steps 2 Empower business operations users to visualize, explore and generate insights (publishing) 3
  14. 14. © 2019 SPLUNK INC. Questions Answered: Individual Journeys • What was the journey for a specific order? • What steps did it go through? • How long did it take between steps? • What attributes (country / city / region, product, time of day) were associated with this case at each step in the flow?
  15. 15. © 2019 SPLUNK INC. Questions Answered: Journey Metrics • What is the duration, count and conversion rate for this journey? • How do these metrics vary based on attributes?
  16. 16. © 2019 SPLUNK INC. Questions Answered: Flow Visualisation • What is the end-to-end order flow? • Are there unexpected dead ends, delays, loops, or other variances? • Are any of the steps or series of steps creating a bottleneck? • How does a case attribute (e.g. country / city / region, product, time of day) influence the journey?
  17. 17. © 2019 SPLUNK INC. Splunk Business Flow Demonstration
  18. 18. © 2019 SPLUNK INC.© 2019 SPLUNK INC. Don't forget to rate this session in the .conf18 mobile app Thank You