Abstract
Process Mining has allowed Uber’s Customer Support teams to uncover insights across their processes that touch more than 700 cities across 65 countries on 6 continents. This capability allows Uber to understand variation in customer support and target large-scale multimillion dollar efficiency gains through process harmonization and increased customer satisfaction though global process benchmarking. Internally, Uber has used the power of Process Mining to help foster a culture of continuous improvement by providing a deeper level of business process visibility.
This is a preview of subscription content, log in via an institution.
Buying options
Tax calculation will be finalised at checkout
Purchases are for personal use only
Learn about institutional subscriptionsPreview
Unable to display preview. Download preview PDF.
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2020 Springer Nature Switzerland AG
About this chapter
Cite this chapter
Rowlson, M. (2020). Uber: Process Mining to Optimize Customer Experience and Business Performance. In: Reinkemeyer, L. (eds) Process Mining in Action. Springer, Cham. https://doi.org/10.1007/978-3-030-40172-6_10
Download citation
DOI: https://doi.org/10.1007/978-3-030-40172-6_10
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-030-40171-9
Online ISBN: 978-3-030-40172-6
eBook Packages: Computer ScienceComputer Science (R0)