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What it is
Trace is an AI-enabled tracking of click-level activities to uncover the realities of any process – automating traditional capabilities such as time and motion, process mapping
Deployed remotely to map tasks, variability, and automation potential, Trace creates a full process fact-base and identifies process redesign opportunities in as little as 4 weeks
Check out a demo
Benefits
Compared to traditional approach to diagnostics:
Speed
33%
less time to insights
Scale
10X
more data gathered and more FTEs observed via 24/7 capture
Impact
20-40%
more impact identified through uncovering hidden insights
What the output looks like
Detailed process flow with metrics by sub-processes step
Processes step metrics and complexity assessment
Technology impact on time savings, hours
Average processing time per case, mins
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Applicable across a variety of functions and processes
Example use cases by function
Customer Care and Experience
- Track and monitoring of non-telephonic agent productivity
- Enable dynamic workforce management and capability management based on real utilization and shrinkage data (vs. using static assumptions or models)
- Monitor process adherence in critical roles (e.g., time for customer handling rule checks)
Middle/back-office functions
- Uncover opportunities for automation and process redesign
- Understand true process handling time
- Map process flow, handling time, variance across operations
- Monitor process KPIs (e.g., SLAs, AHT)
Corporate functions (e.g., HR, Finance)
- Uncover opportunities for automation and process redesign
- Understand value add vs non-value add activities
- Map process flow, handling time, variance across operations
Sales Performance
- Measure Sales Representative utilization and productivity (e.g., case handling time, idle time)
- Identify process variance across multiple products or business lines
People & Culture
- Create detailed process documentation for L&D, BPO knowledge transfer, M&A process harmonization, etc.
- Embed into target training and coaching program to monitor process adherence to provide near-real time coaching and feedback
- Augment QA and get a holistic view of employee performance
Risk & Compliance
- Monitor process adherence in critical roles (e.g., employees doing sensitive work in core systems)
- Perform management and oversight of BPO processes, particularly during time of transition of processes
Example processes
Finance
Monthly reporting, transaction posting, reconciliation
Operations administration
Expense reporting, program management
Customer service
Tier 1 support, order follow up, renewals
Sales
Onboarding, quoting, sales admin
Back office
Underwriting, loan servicing, KYC
Procurement
Order to cash, vendor onboarding
HR
Learning admin, onboarding, talent acquisition admin
Example use cases by function
Customer Care and Experience
- Track and monitoring of non-telephonic agent productivity
- Enable dynamic workforce management and capability management based on real utilization and shrinkage data (vs. using static assumptions or models)
- Monitor process adherence in critical roles (e.g., time for customer handling rule checks)
Middle/back-office functions
- Uncover opportunities for automation and process redesign
- Understand true process handling time
- Map process flow, handling time, variance across operations
- Monitor process KPIs (e.g., SLAs, AHT)
Corporate functions (e.g., HR, Finance)
- Uncover opportunitiess for automation and process redesign
- Understand value add vs non-value add activities
- Map process flow, handling time, variance across operations
Sales Performance
- Measure Sales Representative utilization and productivity (e.g., case handling time, idle time)
- Identify process variance across multiple products or business lines
People & Culture
- Create detailed process documentation for L&D, BPO knowledge transfer, M&A process harmonization, etc.
- Embed into target training and coaching program to monitor process adherence to provide near-real time coaching and feedback
- Augment QA and get a holistic view of employee performance
Risk & Compliance
- Monitor process adherence in critical roles (e.g., employees doing sensitive work in core systems)
- Perform management and oversight of BPO processes, particularly during time of transition of processes
Example processes
Finance
Monthly reporting, transaction posting, reconciliation
Operations administration
Expense reporting, program management
Customer service
Tier 1 support, order follow up, renewals
Sales
Onboarding, quoting, sales admin
Back office
Underwriting, loan servicing, KYC
Procurement
Order to cash, vendor onboarding
HR
Learning admin, onboarding, talent acquisition admin
How it works
An initial fact-base and view of high-impact opportunities can be delivered through a 4-week 'proof-of-value' sprint
Typical approach for deploying Trace solution
Setup
Remote install solution on machines
Execute
Execute processes by SMEs and review outpus
Run trace
Run analysis with data and build insights
Prioritize
Review results, and prioritize improvements interventions
Here are some client examples
Spanish insurance player re-designed underwriting process to unlock ~15% efficiency on the E2E process, optimize new application utilization, and improve and standardized process
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LATAM bank identified 20-40% improvement potential across 3 channels in contact center operations
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IT-service player leveraged Trace to validate transformation initiatives and identify efficiency and automation potential
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Learn more
By working with us, you will have access to
Experts
Our industry and functional experts will be on the ground where and when you need them.
Helpdesk
Our helpdesk will keep doors open and commit to addressing your concerns efficiently and effectively.
Training
We offer coaching and build capabilities for your teams to deliver sustained improvements.
Implementation
We partner with you and co-create a firm path to implementation as part of the project.