Combining Operational Management with Process Mining

Freo, part of Rabobank, has been an online lending specialist for more than 10 years. Delivering a simple and clear lending experience is one of their goals. Harm Hoebergen is COO and Redmar Draaisma is a data analyst at Freo. The loan and credit process is changing quickly and there are more and more opportunities to deliver faster in a multi-channel environment. While the experience for the customer is changing, it is important to keep delivering as promised and make sure that the internal risks are in control. Operational management is great to manage the day-to-day business, but it does not give a good insight into process improvement opportunities. Therefore, Harm and Redmar combine their operational management dashboards with process mining, which immediately makes the bottlenecks in their process explicitly visible. This visibility helps to create a sense of urgency to resolve them.