Understanding How Work
We apply process mining and advanced analytics to show how work actually happens across teams and systems — revealing delay, variation, risk, and how it can be improved.
From complexity to clarity.
Get in touchWe reconstruct how work actually flows through your organisation — using process mining techniques applied to system logs, CRM data, and even unstructured text notes.
We identify bottlenecks, delays, rework, variation, and hidden complexity.
We translate insight into operational redesign, measurable optimisation, and sustainable change.
Perplex works best where processes are multi-step, cross-team, and system-spanning — and where the gap between intended design and operational reality creates measurable cost, delay, or risk.
Where large transaction counts make even small inefficiencies expensive. We identify and quantify the interventions with the greatest return.
Where a redesign or system change is underway but the current-state baseline is unclear. We provide the factual foundation for design decisions.
Where process adherence matters legally or operationally. We surface deviations from intended pathways and support corrective design.
Where a system deployment has not delivered expected improvements. We distinguish process failures from technology failures.
We begin with context — organisational goals, constraints, risks, and existing data landscapes.
We use process mining and advanced analytical methods to discover how work actually flows through your systems — ServiceNow records, CRM case histories, workflow tools, and text-heavy records. This includes traditional event-log process mining and methods for extracting structured process views from text-heavy operational systems.
We apply quantitative and qualitative analysis to identify constraints, inefficiencies, and leverage points. We examine throughput and delay, variation, compliance and resource utilisation.
We produce clear, actionable recommendations — and where required, work with you through the change process to support implementation. We support decision-makers with clarity — not dashboards for their own sake.
Evidence first. Assumptions second.
Perplex is led by Rolf Bänziger, PhD, a London-based consultant specialising in process intelligence and organisational process optimisation, including advanced process mining approaches for structured and text-based operational data.
Rolf brings over 15 years of consulting and technical delivery experience. He has worked in roles spanning software engineering, project management, data science, and strategic consulting — designing and delivering business-critical systems in complex organisational environments.
His background includes customer relationship management platforms, enterprise collaboration environments, bespoke business applications, and analytical reporting systems. He combines system architecture expertise with a deep understanding of how operational processes function in practice — ensuring that technology supports how work actually happens, rather than distorting it.
He has delivered projects across the UK, Europe, and the United States, working with public bodies, the NHS, financial services institutions, manufacturing firms, and not-for-profit organisations.
Rolf holds a PhD focused on extracting structured process models from natural language event logs — advancing methods for analysing text-heavy operational systems. His work bridges rigorous research and practical delivery, enabling organisations to understand how work actually happens and how it can be improved.
Led the end-to-end design and implementation of a CRM-based case management platform supporting multiple operational teams, including Advocacy & Communications, Compliance, and a DCMS-funded national advisory initiative. The system underpinned multi-stage case workflows, enabling consistent tracking of engagements, programme activity, and compliance requirements across teams with differing operational needs. Designed integrated reporting frameworks drawing on internal operational data and external public data sources, providing structured oversight of funded activity and supporting evidence-based programme management.
Analysed referral and triage pathways within a community mental health hub. Reconstructed actual process flows across clinical and administrative teams, identifying bottlenecks, variation, and mismatches between intended and real-world pathways. Supported the development of evidence-based recommendations to reduce delay, improve allocation efficiency, and strengthen service design.
Delivered CRM and analytics infrastructure supporting a multi-stakeholder programme funded by Bloomberg Philanthropies. Designed operational data structures, workflow models, and Power BI dashboards aligned to real-world programme delivery processes. Enabled structured reporting across stakeholders in multiple countries, ensuring performance monitoring reflected actual operational flow rather than assumed structures.
