TK Elevator Manufacturing Spain (TKE) wanted to analyze the efficiency of its support service process, from the opening of tickets through to the dispatch of the materials needed to resolve issues, in order to reduce response times and provide customers with quicker solutions. Challenge TKE is committed to improving customer support. To do so, it needs new tools and methods to enable it to identify and correct sources of friction in the process. Solution Fujitsu introduced process mining to reduce timescales and enable TKE to analyze and identify inef ficiencies in the preparation process for orders of materials for elevator maintenance and repair. Outcomes • Ability to identify direct impacts on SLAs • Discovered the potential and value of process mining • Fujitsu

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