At SSOW 2026, Mimica CEO Tuhin Chakraborty sat down with Brandy Hulsey, VP of Enterprise AP & Reverse Logistics at McKesson, to discuss how process intelligence is powering one of the largest financial services transformations in healthcare. The case study below is based on their discussion. To watch the full video click here.

Institutional knowledge doesn’t tell the whole story

1,400 people doing back-office finance work can produce hundreds, if not thousands, of different workflows. Some of those variations are intentional. Most are not.

McKesson's shared services organization had a challenge familiar to any large enterprise: process knowledge had become muscle memory. Experienced employees could execute complex workflows quickly and reliably, but ask them to explain exactly how they did it and they struggled to pinpoint the step-by-step process. 

"We have a lot of people that can do really great things," said Brandy Hulsey, VP of Enterprise AP & Reverse Logistics, "but they can't tell you how they do it, because they just do it second nature."

The documentation that did exist was often a 30-page SOP last updated years ago. When McKesson began its transformation initiative, AIM 28, a multi-year program targeting significant cost savings and efficiency gains across the enterprise, it became clear that they could not transform what they didn’t fully understand.

To get a clear picture of all the ways work was being done, without any missing process steps or relying on out-of-date references, McKesson chose Mimica. 

Mimica identifies gap in internal tool adoption and hidden process inefficiencies

The clearest example of Mimica's impact at McKesson so far came from a tool McKesson had already built.

The team had spent years developing GBI, an internal automation platform designed to handle customer and supplier incentives. When it launched, the expectation was straightforward: automation would reduce manual effort significantly and efficiency gains would follow. 

But the team was surprised to find those gains didn’t come as quickly as they had hoped. "We still had a lot of hands on the keyboard that we did not expect," Hulsey said. "We're like, 'What happened? Did we miss something in the build?'"

Mimica identified a user adoption problem by capturing how the system was being used. Mimica found that employees were still doing manual tasks GBI was built to handle. This wasn’t the results the team expected; they thought there might be a technical issue. In reality it was a training and awareness issue. 

McKesson went back to its teams with these findings and was able to increase adoption. The result was a reallocation of 25% of their resources into higher-value work.

During another project Mimica found that employees were exporting data out of a system, reworking it in Excel, then uploading it back into the same system. Nobody knew it was an inefficiency, because nobody had seen it happen. Once visible, it was an easy fix that led to real change for users and the business. 

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Mimica makes people feel seen, not watched

Hulsey faced some initial wariness from end users when McKesson began implementing Mimica. They needed to be reassured that they weren’t being monitored on a personal-level; this was about large-scale transformation. 

McKesson's approach to buy-in is to reassure teams right from the start. Teams are briefed before recording starts. The scope is explained clearly: Mimica is looking at specific processes, it runs for a defined period, and users are in control of starting and pausing the recording. These features give users reassurance that they’re ultimately in control.

Then something tends to happen once people actually see their results. "They say, “Look at me. I do a lot of things. I told you I was really good at my job,'" Hulsey said. For employees who have been doing complex work for years without anyone being able to quantify it, seeing it mapped out is often a point of pride. Even better, Mimica helps remove the annoying, manual work that has bothered them for years.

Mimica is the foundation for big transformation yet to come

McKesson is mid-way through a significant transformation. Multiple business units running on multiple ERPs are consolidating into a single platform. New AI tools are being evaluated and vetted. Processes that currently live in email inboxes are being rebuilt. In order for these transformations to be successful it requires one thing first: an accurate picture of how those processes work today.

Mimica provides that picture systematically. Not through interviews or observation, but through recorded data across every system an employee touches. That data becomes the requirements document for new tools, the baseline for migration work, and the reference point for understanding how different business units do the same thing differently before they are brought together.

The governance around AI and tool adoption at McKesson is rigorous by design. Everything is reviewed for duplication, security, and regulatory compliance. McKesson operates in healthcare, where compliance requirements are significant. But once a tool passes that review, Hulsey said, "it's off to the races." The prerequisite to moving fast is having done the foundational work carefully. Mimica is part of that foundation.

“More insights than we’ve ever had before”

McKesson's leadership has a vision that is both specific and ambitious: “entire workforce that doesn't have a keyboard.” Not because people are being removed, but because the transactional, manual work will be handled by tools, and the people will be managing and directing those tools instead.

The framing Hulsey uses is straightforward: old work goes away, new work comes about. "We're going to have more insights than we've ever had before because of technology," she said, "and we're going to be able to be a lot more proactive."

That kind of transformation starts with understanding what the work looks like today, at the level of every click and every keystroke, across every system. That is what Mimica makes possible and why at McKesson, it sits at the foundation of everything they are building toward.

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