Woolworths achieved 70% faster incident resolution with UiPath Process Mining

Using UiPath Process Mining to uncover hidden inefficiencies across high-volume workflows

To better understand complex operational workflows and pinpoint where inefficiencies were occurring, Woolworths sought deeper visibility into how work moved across teams, systems, and handoffs.

Woolworths adopted UiPath Process Mining to gain a true end-to-end view of how work flowed across high-volume processes. The organization expanded process mining across workflows including article lifecycle, IT change management, application access requests, new product development, and store-raised incidents.

As the program matured, the HyperAutomation team partnered with Ashling to accelerate the application of process mining best practices, while simultaneously driving the data engineering and application development required to establish scalable, production-ready deployments.

One of the highest-impact opportunities emerged in store-raised incidents. Supporting approximately 20,000 incidents each month across 3,500 stores, the workflow involved complex cross-team coordination where even small inefficiencies compounded quickly.

Using UiPath Process Mining, Woolworths visualized the complete incident lifecycle to identify stalled work, reassignment loops, bottlenecks, and sources of rework that had previously been difficult to detect. In just 16 weeks, the team surfaced more actionable insight than had emerged during the previous two years—creating a clearer path from operational visibility to targeted improvement.

Process mining gave us visibility we simply didn’t have before. In just weeks, we uncovered where work was looping between teams and simplified the process.

Mel Shelton-Smith · Product Owner - Process Tools at Woolworths Group

Outcomes:

• Faster issue resolution and better support for store teams: Process Mining helped Woolworths identify workflow bottlenecks, reassignment loops, and hidden inefficiencies, enabling teams to simplify incident handling and improve responsiveness across store operations.

• Reduced operational friction and improved workflow efficiency: by uncovering avoidable rework and process complexity, Woolworths implemented targeted improvements that streamlined high-volume workflows and improved collaboration across teams and partners.

• Stronger foundation for continuous process improvement: with end-to-end process visibility, Woolworths built greater organizational capability to identify improvement opportunities, accelerate decision making, and drive ongoing operational optimization across critical business processes.