The CCC presented some inefficiencies, which included double work and overload. The main aspects to be investigated were to identify: (1) the most time-consuming issues (2) the most frequently addressed issues (3) how to reduce effort towards those issues (4) what tasks should be assigned to the CCC and (5) what tasks should be assigned to other departments.

First, the literature review was conducted in the field of process optimization. Hence, an evidence-based discovery approach was pursued. At the same time, information about the current situation of the company was gathered through interviews. Namely, an interview-based discovery approach was pursued with employees who are involved in processes triggered by the CCC. Next, tools were selected to support the optimization of processes.

As result, the three most critical processes were identified and optimization suggestions were provided. The first process is about receiving tickets regarding customer information. Instead of letting the CCC deal with this request, it was suggested to improve the user experience on the website. This will lead to fewer requests made to the CCC. The second process was about forwarding tickets from the CCC to the 2nd Level Support. To overcome the inefficiencies of this process, it was suggested to embed a plug-in in Jira, which enables the integration with Salesforce. This suggestion aims to (1) reduce errors that were caused by the loss in translation; (2) eliminate time-consuming activities as the 2nd Level Support interacts with the plug-in only. The third process was about the company’s fraud detection on their platform. It was found that the process is done manually and by one employee, which took a lot of time. The use of the Camunda platform was suggested for this purpose. The employee would have to trigger the automated process and each task would be done automatically, thus eliminating the human interaction.