Process mining missed the shadow work. Parable saw it — and scaled what already worked.
A Fortune 500 business-services enterprise deployed process mining and activity monitoring against a $68M past-due AR problem. Neither could see the Excel workarounds tenured agents had built — Parable surfaced them, unified the tooling, and scaled what the fastest agents already knew how to do.
At a glance
- Industry
- Business services
- Use case
- Accounts receivable & collections
- Operation analyzed
- 69 collections agents
- Engagement
- Diagnostic + 3 targeted builds
- Products used
- Lorem ipsum
56%
of agent time on prep & wrap — not customer calls
9.8M
data points analyzed across 69 agents
$13.7M
AR value preserved through 3 targeted builds
19%
faster: tenured vs. junior agents
The challenge
A Fortune 500 business-services enterprise was facing a $68M past-due accounts receivable problem.
To understand it, the company had already invested in two categories of tooling — process mining and activity monitoring. Both were deployed specifically to find the root cause. Neither did.
What they built
Parable analyzed 9.8 million data points across 69 agents and found that 56% of agent time was consumed by pre- and post-call work — preparation and wrap-up — not the customer calls themselves.
Parable also found that tenured agents were 19% faster than their junior peers because they had built personal, Excel-based shadow tools that no system had ever recorded. The organization had no way to see those workarounds, let alone standardize or scale them across the team.
Parable recommended an agentic solution to unify the shadow tooling so the whole team could work the way the most effective agents already did.
The results
The implementation preserved $13.7M in AR value through three targeted builds.
Highlights
- 56% of agent time never touched a customer.
- The fastest agents had quietly built tools no system could see.
