How Process Insights Enable Better Decision-Making at Every Level

Decisions shape every aspect of a business whether they are big or small, strategic or operational. From executives setting long-term strategies to team members tackling daily tasks, every decision contributes to growth positively or negatively.  

What if decision-making could be smarter, faster, and more impactful at every level of your organization? 

Through process insights, businesses are uncovering opportunities to streamline workflows, improve customer satisfaction, and make data-informed decisions more confidently.  

Here are five examples where our customers use process insight to drive better decision-making in their businesses. 

Driving Faster and Smarter Decisions in Real Business Scenarios

How Do We Actually Improve Customer Experience? 

Every organization wants to improve its customer experience. But knowing how and where to improve the experience is a challenge many organizations face. 

Metro Bank was in this position. They wanted to make informed decisions about where to focus their efforts to deliver a better experience for their customers. 

By overlaying their target customer journey onto their existing business processes, they were able to identify specific process improvement initiatives that would directly improve the customer experience. 

These process insights enabled them to bridge the gap between ambition and reality. 

How Do We Comply with Regulations? 

New regulations often have a widespread impact across the business. From changes to roles and responsibilities to processes and new system requirements, becoming compliant is a complex and interconnected challenge.  

In this sort of environment, how do you make the right decision on how to comply with new regulations? 

For a large financial services provider, the answer was in insights from their processes.  

Through BusinessOptix, they were able to get to insights such as: 

• “If we change this step in the process to meet the regulation, how will it impact on our people and tech stack?” 

• “How will amending an existing control impact on the throughput capacity of this process?” 

These insights enabled them to prevent the challenge we often see in companies, where compliance requirements become layered on top of each other, adding significant complexity to the operations.  

How Do We Understand the Impact of Change Before Making It? 

Most change projects fail to deliver their expected benefits. When undertaking a series of significant IT process improvement initiatives, the University of Reading wanted to avoid adding to this statistic.  

But how? 

For them, the answer was to gain more insight into the impact of their proposed changes before making them.  

By mapping the current and future states of their IT processes in BusinessOptix, they gained a clear understanding of the financial and resource impacts of proposed changes. 

Linking master data to process models in one centralized repository provided a consistent view of these impacts, helping the University make confident, informed decisions. This transparency also made it easier to communicate the effects of changes across the organization.

How Do We Prioritize Changes to Maximize Impact? 

We often see customers overwhelmed by the amount of potential process improvement opportunities. The challenge they face is deciding where to start.  

Elsevier faced exactly this challenge. Undertaking a business-wide process improvement program resulted in hundreds of opportunities being identified.  

The insight they needed was where to invest the time and effort to get the biggest bang for their buck. 

Simulation tools allowed them to quantify the benefits of potential changes and prioritize projects with the most significant outcomes. By fostering cross-functional collaboration, they could also better manage interdependencies and ensure their transformation efforts delivered maximum results. 

Taking Steps Towards Better Decisions  

Process insights are more than just data and dashboards, they’re insights that equip all employees to make smarter, faster decisions at every level of your organization. Whether you’re looking to improve customer experiences, streamline compliance, or drive impactful change, the right insights can make all the difference. 

What process insights could transform decision-making in your business? Talk to an expert to start making decisions that matter.