Sometimes there are set-piece use cases such as which reps are sandbagging or which products cause the greatest customer support burden. Where you don't have an out-of-box analysis project, you have to start from scratch. But fear not, it's easy if you follow the steps. This is also a good tutorial for getting up to speed with Hubbl Process Intelligence once you've installed it.
When you first open up Hubbl Process Intelligence you will see your process flows from start to finish. You may see processes incorporating steps that you did not expect or simply getting stuck. You might see a large number of cases ending unsuccessfully. Or certain flows taking way longer than they should. However, before you open up the tool, in fact this goes for any tool, you should have an idea of what you are going to do when you get in. Begin by developing an analysis hypothesis.
We believe that most people managing or executing business processes have a very good idea of what is wrong with the processes. They know well how customers react when things are taking too long or even fail. They know which processes take up most of their time, and probably have very good ideas on how to reduce cycle time.
What you might not be so aware of is how many cases or opportunities this inefficiency actually affects and what might be the total time spent each month on unnecessary activities. The following six steps will guide your thinking to develop a hypothesis. Spend no more than 15 minutes on this exercise.
Armed with your hunches as to where to look, you can open up the tool and get to work. Fortunately Hubbl Process Analytics makes it fast and easy,
When you open the tool and look at the process, and see which are the most popular variants. Then apply the filters to find the problems you have prioritized.
Once you have identified and confirmed the problems, the next step is to look at the difference between where they occurred and where they didn’t occur. You can then quantify the extent of the problem, how much longer is it taking than it should?
How many cases end unsuccessfully? What is the cost of the problem in people’s time or lost customers? Which problems should be prioritized for a resolution based on quantitative evidence?
STEP 1: Select the object (e.g. opportunity)Hubbl Process Analytics runs on your Salesforce org and accesses data from the Opportunity History and Case History objects 1. Give the analysis project a name that you will be able to easily identify from others in the org.
STEP 2: Select records to visualizeOpportunities and Cases may be used to support multiple processes as denoted by the ‘Type’ field. You can limit the data to just one of the record types. For example Opportunities may be ‘New Business’ or ‘Exisiting Clients’. Cases may be ‘email’ or ‘phone’.
STEP 3: Select fields to filter onA number of attribute fields are added by default and you can add additional fields when you create the process. For example, for Opportunity you may want to add Territory or Expected Revenue if you think they affect performance. Or for Case add Origin or Priority.
