MainPower Switches On To Promapp to Enhance Customer Experience


MainPower New Zealand Limited (MainPower), a consumer-owned electricity distributor, has commenced deployment of Promapp’s cloud-based business process management software to support the organisation’s transformation to a more customer-focused business.

MainPower owns and operates the electricity distribution network in the North Canterbury region, supplying electricity to around 40,000 customers. The company’s 150-strong workforce includes both field and office-based employees, who strive to provide the highest standard of service to the community by delivering a safe, secure and reliable power supply to the region.

Like many electricity distribution businesses (EDBs), MainPower has commenced work in recent years to prepare their network to meet the future needs of their customers. This customer-centric approach is a reflection of the changing New Zealand electricity sector which is experiencing significant transformation, driven by new energy technologies, the movement to a low carbon footprint and changing customer behaviour.

The company wanted to find a solution to streamline its business processes and to capture the vast knowledge of its staff, which has been built up over many years.

As Leif Park, Business Analyst at MainPower, explains, “Our processes have been very manual and we’re facing new opportunities as well as risks arising from changing patterns of customer behaviour in response to new technologies.”
“Internally, we needed to find a way to capture critical knowledge. The potential changes in the wider industry dictated the need for robust and well-considered processes with distinct ownership within the business and which could be accessed and updated by our staff wherever they are located.”

The MainPower team were familiar with the positive impact of Promapp at the New Zealand Earthquake Commission and knew it would be able to map and manage processes in the cloud through an easy-to-use graphical interface.

MainPower tasked Christchurch-headquartered Luckman & Associates, a business improvement specialist consultancy, to conduct a review and recommend options.

“When looking for the right tool for MainPower, we focused on finding something that would help bring greater visibility to the processes being followed in the business. Promapp was the only solution that was fit for purpose and that would follow the business from where they were now, and adapt as they went through some major transformation projects,” says Vaughan Luckman, Lead Consultant at Luckman & Associates.

Once fully deployed over the next 12 months, Promapp will provide a platform where day-to-day processes are owned by process owners. In addition, Promapp will also provide the functionality for individuals to manage a process and make recommendations for improvement.

“As a consumer-owned distributor, we know we need to continue to respond to customer needs. Improving the service that we deliver to local communities means having a better understanding of their expectations of us,” says Park. “Promapp will support our strategy for operational excellence by delivering accessible processes that are fit for purpose.”
“Over the next 12 months, Promapp will support our strategy of driving better outcomes for our customers through streamlined processes and a central repository of content providing for ready access to knowledge-rich information,” says Park.

About Promapp

Established in 2002, Promapp is the business process platform teams love to use. Promapp has helped hundreds of organisations worldwide to unlock their improvement potential with easy-to-follow processes developed, shared and applied by teams every day.

Promapp’s cloud-based business process management (BPM) software makes it easy to create, navigate, share and change business processes, enabling continuous improvement, risk management, quality assurance and business continuity. Providing an intuitive online process repository, an integrated process mapping tool, and a process improvement toolset, Promapp’s proprietary software fosters a thriving business improvement and process management culture. Promapp supports the development of smarter and safer ways to work, while encouraging sharing of information by operational teams rather than limiting it to process analysts and technical specialists.

Promapp’s wide range of public and private sector customers includes: Coca-Cola Amatil, Air New Zealand, WesTrac, Lumo Energy, Toyota, Ricoh, McDonald's, Audi Australia, Department of Justice, Victoria, Adelaide City Council, Central Coast Council and City of Boroondara. The company is headquartered in Auckland, New Zealand.


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