Process Mining for the Analysis of Pre-sales Customer Service Process – A Hidden Observation in a Polish Automotive Organization

The main goal of the article was to present the pre-sales of the customer service process using process mining, i.e. assessing the course of activities related to establishing contact with the customer and presenting the sale offer. As a result of the completed proceedings, it was noticed that the examined pre-sales process requires optimization due to such parameters as: long time of implementation of activities in the process, failure to take actions aimed at presenting the offer and incompatible with the clients inquiry presentation. The proceedings described in this article proved that it is possible to analyse the pre-sales process described using the combination of hidden non-participant observation methods and process mining. Unlike expost studies based on data provided by the surveyed organizations, the proposed solution eliminates errors related to data quality, but it is prone to errors related to IT infrastructure, which include problems with e-mail recipients or problems with delivery of messages.