Case Study: a leading e-commerce company improves customer experience with Apromore

Using Process Mining To Find Missed Opportunities for Improved Customer Experience

Leading E-Commerce Company, an established online retailer with rising order volumes and increasing competition, wanted to improve customer experience and reduce process delays that were hurting fulfillment performance, employee workload, and customer satisfaction. It turned to Apromore and its process mining platform to analyze its order fulfillment process and uncover the root causes behind late deliveries, cancellations, and refunds.

Using Apromore, the company combined data from three systems into a 1.5 million-event log and analyzed process flows, bottlenecks, variants, and resource utilization to identify improvement opportunities. The project helped raise SLA fulfillment from 74% to over 90%, reduce returns and cancellations, improve customer retention and satisfaction, and generate about 10% total effort savings by redesigning ETA communication and automating supplier order workflows.