Item: Celonis
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

Used sparingly right now, trying to create and validate more use cases. Primarily used within the AR/AP Shares services and Customer Service organizations. Expanding into our Lean Enterprise Dept which would expand usage across more of the company. Beyond process mining, we are trying to address low code automation efforts to reduce waste and manual efforts in our processes.

Pros and Cons

Mines data, creates spaghetti diagrams of processes and variants.
Presents good reports and outputs.
Ability to automate processes.

Initial data can be too much and difficult to interpret, requires a lot of digging.
We had a lot of back and forth between Celonis and our business (AR/AP) team attempting to build out functionality. This was mainly around validation of data which is not unique to Celonis but still creates a lot of back and forth - takes time to get something right and ready for implementation.
Target Lean Enterprise groups with specific use cases, not just use cases around Operations, AR/AP, and your traditional departments and functions.

Key Insights

Do you think Celonis delivers good value for the price?

Not sure

Are you happy with Celonis's feature set?

Yes

Did Celonis live up to sales and marketing promises?

Yes

Did implementation of Celonis go as expected?

Would you buy Celonis again?

Yes

Other Software Used

Esker

Likelihood to Recommend

Lean enterprise groups should be a perfect target. AR/AP automation.

Users and Roles

10 -

Customer service.
Shared services - AR and AP.
Lean Enterprise team.
Global process owners.

Support Headcount Required

2 - We are still working on assigning business analysts and getting this function up and going.

Business Processes Supported

AR and AP with a focus on automation.
Customer service and inside sales (dashboarding, process automation, pricing controls).

Innovative Uses

Still working on this.

Future Planned Uses

Master data management.
Supplier performance and scorecards.
Additional pricing controls and functionality.
Lean enterprise and kaizen facilitation.

Likelihood to Renew

Personally, I love Celonis but we are still struggling with impactful use cases. We need to demonstrate more performance before our next contracting cycle comes due.

Products Replaced

Key Differentiators

Product Features
Product Usability

Product features theoretically fit well into an organization with a heavy Lean Enterprise practice.

Support Rating

[They are] fantastic in support of our company.

Celonis Customer Support Pros and Cons

Pros	Cons
Good followup Knowledgeable team Problems get solved Support cares about my success	None

Premium Support

No, not part of our initial process.

Bug Resolution

Exceptional Examples of Celonis Support

[We've been] supported with peer company meetings and business cases.

Celonis has been very attentive and descriptive to CIT explaining gaps and needs on our IT side in order to take full advantage of functionality.

Usability

It is a great tool but also requires a lot of work to get it into a useable fashion. Part of this is on our end as we don't have the dedicated analyst function yet to really become self-sufficient with Celonis. It also uncovers a lot of data issues or at the very least, multiple rounds of development and data validation are required before getting to a position where the business users feel comfortable with the data being reflected. This is fairly normal with any data-related development effort and perhaps not unique to Celonis.

Usability Pros and Cons

Pros	Cons
Like to use Consistent	Difficult to use Requires technical support Slow to learn Lots to learn

Easy Tasks

Process mining and variant/spaghetti diagram analysis.
Dashboarding.

Hopeful, great potential, still attempting to realize full benefits

Overall Satisfaction with Celonis