MAS, which has more than 200 staff who support in excess of 30,000 members by providing a range of insurance and investment products and services, made its decision to deploy Promapp following a review of the business to ensure it can drive continuous improvement in line with its strategy.
The company says that with a workforce spread across the country, there is a need for centralised process mapping, and a consistent approach to creating, managing and updating everyday internal and customer-facing processes.
“Being a mutual organisation, our number one priority is meeting the needs of our members, and a key component of this is the provision of outstanding personal service,” said Kylie McQuellin, general manager, Business Transformation.
“Critical to the success of this is the creation and management of business processes that are easy to access and update, and provide a sense of ownership to the different teams in the business, from the contact centre to human resources.
“We want to use Promapp to make sure we have a process-operating model that can support us at both macro and procedural levels, and gives us a robust governance model. It will also give us a range of processes that enable our business owners and functional areas to drive their own continuous improvement."
The new business process management platform will also enable MAS to improve operational efficiency and scale effectively as membership grows.
“We’ll be able to attribute costs across the business by better understanding the cost impact of specific process change,” says McQuellin.
“It will also support us with processes for staff development and training, and support standardisation and continuous improvement in the organisation’s insurance claims and contact centre operations.”