Case Study: Max Mara Fashion Group achieves a better buying experience with IBM Process Mining

Max Mara uses process mining to make more strategic, ROI-driven process improvements

Max Mara Fashion Group, a global fashion company with a growing omnichannel business, needed to improve its Order-to-Cash process as digital sales surged and seasonal peaks created bottlenecks in warehouse, fulfillment, and customer service operations. The company wanted a more data-driven way to identify root causes and prioritize process changes with the best ROI, and turned to IBM Process Mining to help diagnose issues beyond what traditional BI tools could reveal.

IBM implemented IBM Process Mining to analyze Max Mara’s complex, multi-system order flows and simulate the impact of process changes before rollout. The solution helped Max Mara pinpoint bottlenecks, identify automation opportunities, and make smarter operational decisions, delivering up to a 90% reduction in customer service resolution times and a 46% lower average cost per resolution.

Max Mara Fashion Group