Medical Assurance Society (MAS), a New Zealand membership-based society that provides a range of financial and business advisory services, has started to deploy Promapp’s cloud-based business process management software to support its business transformation programmes.
 
MAS has more than 200 staff who support over 30,000 members by providing a range of insurance and investment products and services.  
 
The organisation’s decision to deploy Promapp follows a review of the business to ensure it can drive continuous improvement in line with their strategy. 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.
 
As Kylie McQuellin, General Manager, Business Transformation, Medical Assurance Society, explains, “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.
 
“The way we interact with our members is changing, as are their expectations of what we offer, so we recently made the decision to replace our core insurance platform with one that gives us more flexibility, allows us to be more responsive to our members’ needs and provides more choice in the way members can interact with us.”
 
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,” says McQuellin.
 
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.”
 
One key benefit of Promapp deployment is having standard, well-documented, and easily accessible processes which will make it easy to onboard new employees and gain efficiencies across the business.
 
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