The rise of process intelligence: From luxury to competitive necessity

Replace guesswork with process intelligence automation 

Process intelligence uses data-driven insights to understand, monitor, and optimize business processes. Unlike traditional process mapping, which relies on interviews of resources, static diagrams and assumptions, process intelligence leverages real-time data from systems like ERP, CRM, and workflow tools to create a dynamic, end-to-end view of how work actually gets done. 

At its core, process intelligence combines technologies such as process mining, task mining, and AI analytics. These tools uncover inefficiencies, bottlenecks, and deviations from “standard procedures”—often invisible to the human eye. For example, a financial services firm might discover that loan approvals are delayed not by underwriting, but by manual handoffs between departments. With this insight, they can automate or streamline those steps or decisions, reducing turnaround time and improving customer satisfaction. 

Organizations that leverage process intelligence can: 

• Drive operational efficiency by exposing unusual delays and extremely manual touchpoints. 
• Deliver superior experiences through automation and streamlined workflows. 
• Reduce risk and improve quality by continuously monitoring processes which trigger intelligent alerts under an operating model aligned to deliver full automation with exception processing only. 
• Accelerate transformation by identifying high-impact use cases and prioritizing them based on strategic relevance and optimization potential. 

Beyond operational gains, process intelligence fosters a culture of continuous improvement. It empowers teams to make smarter, faster decisions by visualizing how processes perform across regions, teams, or systems. Leaders can benchmark performance, identify best practices, and align operations with strategic goals. 

Sample use cases  

1. Fraud detection and compliance

A global investment firm applied process mining to its transaction monitoring workflows. The analysis revealed that certain high-risk transactions were being routed through manual review queues unnecessarily, creating bottlenecks. By refining the rules and automating low-risk paths, the firm improved compliance response times and reduced false positives.

2. Know your customer (KYC) acceleration

A multinational bank leveraged task mining to understand how its compliance teams were handling KYC reviews. The analysis uncovered that analysts were spending excessive time switching between systems to gather customer data. By integrating data sources and automating document retrieval, the bank reduced KYC processing time and improved audit readiness.

3. Claims management in insurance

An insurance provider used process intelligence to evaluate their claims handling. The data showed that incorrectly assigned claims led to multiple handovers, increased operational costs, and tied up resources, causing a negative impact on customer satisfaction. With this insight, the company implemented a solution by Celonis, a process mining and execution management company, to introduce dynamic claims intake system that resulted in a 13% reduction in claims reassignments. 

4. Loan processing optimization

A large retail bank used process intelligence to analyze its mortgage application process. By mapping the actual flow of applications through various departments, the bank discovered that many delays were caused by redundant document verification steps. By automating these steps and reassigning tasks, the bank reduced the average processing time and improved customer satisfaction scores.

5. Customer onboarding

A fintech company used process intelligence to streamline its customer onboarding journey. By visualizing the end-to-end process, they identified that most drop-offs occurred during identity verification. They introduced a mobile-first verification tool that reduced onboarding abandonment and improved conversion rates.

Guidehouse and Celonis partnership 

Guidehouse has partnered with Celonis, a leading process intelligence platform that leverages process mining to visualize how business operations truly function, using real-time data from enterprise systems. The technology uncovers inefficiencies, bottlenecks, and compliance issues, then uses AI to recommend or automate improvements. This strategic partnership reinforces our commitment to driving operational excellence and digital transformation in the banking and insurance sectors by leveraging a best-in-class process intelligence solution.

Do the right things, better 

As businesses embrace digital transformation, process intelligence is no longer a luxury—it’s a necessity. It provides the visibility and agility needed to thrive in a complex, data-rich world. Whether you're optimizing a supply chain, modernizing HR workflows, or improving customer onboarding, process intelligence offers a clear path to measurable impact. 

Process intelligence turns operational data into actionable insight. It’s not just about doing things right—it’s about doing the right things, better.