Case Study: APG Group achieves 100% process transparency and faster customer journeys with Celonis Process Mining

Revolutionizing the Customer Journey in Financial Services with Process Mining

APG Group, a Dutch financial services provider managing €451 billion in pension assets and serving clients across sectors with about 40,000 employees, faced opaque, slow customer-oriented processes across many in‑house systems—long pension-claim throughput times (target 180 days), recurring call-center inquiries, manual control inefficiencies and time-consuming payment reconciliations. To gain visibility and improve customer outcomes, APG purchased Celonis in 2017 and deployed Celonis Process Mining.

Using Celonis Process Mining, APG visualized end-to-end pension requests, call‑center journeys, control workflows and payment-mismatch processes to achieve “100% transparency,” reduce cycle times and prevent rework. The Celonis-enabled changes—better web information to cut repeat calls, higher first‑time response to divorce-related mailings, automated civil-partnership registrations, faster handling of corporate payment mismatches and improved risk controls—reduced follow-up letters, sped up reconciliations, improved liquidity monitoring and translated insights into ongoing automation and conformance improvements. Celonis remains the platform driving these measurable operational gains.

APG

Rachied El Hasnaoui

BI Expert