Operational teams in lines of business, like finance, manufacturing, marketing, or customer service are looking for the same benefits of Splunk that IT and Security team have enjoyed for years. With the rapid digitization of nearly every business process, Splunk can identify millions of dollars in operational efficiencies by helping detect customer fallout and process bottlenecks. Built-in reports from applications don’t provide the broad visibility needed to understand end-to-end processes. Meanwhile, basic process mining approaches don’t provide deeper root cause diagnosis. Splunk Business Flow has the unique ability to provide continuous insights on and diagnosis of end-to-end customer journeys and business processes. In this session, learn how Splunk’s innovations in automated process mining can empower your operational business users with in-depth visibility into customer funnels and business processes to dramatically reduce fallout and bottlenecks.

1. © 2019 SPLUNK INC.© 2019 SPLUNK INC.
Extending Splunk to
Business Use Cases
With Dynamic Process Mining
Charles Adriaenssens | Senior Business Analytics Specialist
Paul West | Senior Sales Engineer
Marc Thomas | Senior Sales Engineer
13th June 2019 | London

2. © 2019 SPLUNK INC.
During the course of this presentation, we may make forward-looking statements regarding future events or
the expected performance of the company. We caution you that such statements reflect our current
expectations and estimates based on factors currently known to us and that actual events or results could
differ materially. For important factors that may cause actual results to differ from those contained in our
forward-looking statements, please review our filings with the SEC.
The forward-looking statements made in this presentation are being made as of the time and date of its live
presentation. If reviewed after its live presentation, this presentation may not contain current or accurate
information. We do not assume any obligation to update any forward-looking statements we may make. In
addition, any information about our roadmap outlines our general product direction and is subject to change
at any time without notice. It is for informational purposes only and shall not be incorporated into any contract
or other commitment. Splunk undertakes no obligation either to develop the features or functionality
described or to include any such feature or functionality in a future release.
Splunk, Splunk>, Listen to Your Data, The Engine for Machine Data, Splunk Cloud, Splunk Light and SPL are trademarks and registered trademarks of Splunk Inc. in
the United States and other countries. All other brand names, product names, or trademarks belong to their respective owners. © 2019 Splunk Inc. All rights reserved.
Forward-Looking Statements

3. © 2019 SPLUNK INC.
The Case For Data-
Driven Business
Operations

4. © 2019 SPLUNK INC.
Every LOB is Now Powered by Applications
Generating Millions of Events per Day
Supply
Chain
Customer
Service
Sales Logistics Finance
EVERY LOB IS NOW A “DIGITAL BUSINESS”

5. © 2019 SPLUNK INC.
Orders In
Financial Processes
Service
Escalations
Customer
Experience
Process Mining Is Emerging as a Solution for Business
Data can drive continuous improvement and operational excellence

6. © 2019 SPLUNK INC.
Gaining Transparency Into
Complex, High Volume Processes is Challenging
Processes are fluid,
need to constantly
update and model data
Data spans disparate
systems, difficult
to collect
Processes lack real-
time visibility, slow
feedback loop

7. © 2019 SPLUNK INC.
Bottlenecks
Fallout?
Completion
Rates?Cycle
Times?

8. © 2019 SPLUNK INC.
► With the explosion of digital
transformation, many organizations
are struggling to deliver operational
excellence
► Process mining techniques can
help to improve operational
performance
Key Business Benefits of Process Mining
Reduced costs
Reduced cycle
time (and effort)
Improved
completion
rates

9. © 2019 SPLUNK INC.
Introducing Splunk
Business Flow

10. © 2019 SPLUNK INC.
An Overview of Splunk Business Flow

11. Addressing a Wide Variety of Use Cases
Digital /
Customer
Experiences
Financial
Services
Retail
Telecommun-
ications
Healthcare
Trade
Processing
Order-to-
Fulfillment
Order-to-
Activation
Patient
Experience
Back Office
Processes
Accounts Payable - Order-to-Cash Processes
Supply Chain Management
Call Center Escalation
IT Processes Service Ticket Flow

12. © 2019 SPLUNK INC.
► Gain end-to-end visibility into operations across the customer
experience
► Investigate complex customer order issues without delays
► Track current order status across multi-tiered enterprise
systems
Otto Group
“ With Business Flow, it’s the first time that we can have a look
into the living system. It’s like you’re using an X-Ray machine
into your software. Business Flow can help us find out where
are we losing time and losing time often means losing money.”
– Andre Pietsch, Product Manager, Otto Group
ONLINE SERVICES– BUSINESS ANALYTICS

13. © 2019 SPLUNK INC.
Getting Started
Identify the data
source(s) that define
the business process1
Build the flow model
by defining the
correlating identifier(s)
and process steps
2
Empower business
operations users to
visualize, explore and
generate insights
(publishing)
3

14. © 2019 SPLUNK INC.
Questions Answered: Individual Journeys
• What was the journey for a specific
order?
• What steps did it go through?
• How long did it take between steps?
• What attributes (country / city / region,
product, time of day) were associated
with this case at each step in the flow?

15. © 2019 SPLUNK INC.
Questions Answered: Journey Metrics
• What is the duration, count
and conversion rate for this
journey?
• How do these metrics vary
based on attributes?

16. © 2019 SPLUNK INC.
Questions Answered: Flow Visualisation
• What is the end-to-end order flow?
• Are there unexpected dead ends,
delays, loops, or other variances?
• Are any of the steps or series of
steps creating a bottleneck?
• How does a case attribute (e.g.
country / city / region, product, time of
day) influence the journey?

17. © 2019 SPLUNK INC.
Splunk Business Flow
Demonstration

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