CX Spotlight by Fifth Quadrant

Game on for Promapp at New Zealand Racing Board

Auckland, 26 April 2018 – The New Zealand Racing Board (NZRB) has commenced deployment of Promapp’s cloud-based business process management software to support the organisation’s transformation to a more customer-led business.

As Simon Bunt, Head of Programme Management Office, NZRB, explains, “Promapp will support our strategy to transform the business to be more customer-led to ensure our future products, channels and initiatives meet the needs of customers.  We’re focusing investment in fit-for-purpose systems such as Promapp that will underpin our opportunity to grow.”


NZRB directly employs 820 personnel, the majority of these involved with running the TAB and TAB Trackside operations. They are New Zealand’s only licensed wagering agency, taking betting on more than 78,000 domestic and imported thoroughbred, harness and greyhound races each season, as well as on a rapidly growing number of domestic and international sporting events.

In addition to selling racing and sports bets through more than 650 retail outlets, online and telephony channels, NZRB also films, produces and broadcasts racing and racing editorial content via their television, radio and digital channels.

To support its growth in both channels and overall business, NZRB wanted to make it easier to facilitate the changes in process management required when new products are introduced. It also wanted all process information to be stored in a central repository in the cloud which would enable staff to access up-to-date processes, thereby supporting overall transactional compliance.

Promapp helps organisations drive process improvement by simplifying process mapping, so that teams can own and improve their own processes.  It will specifically enable NZRB to map, review and improve processes on an ongoing basis, providing a faster, smarter way to deliver new services.

“Having a solution like Promapp in the cloud is attractive owing to the number of outlets, and the diversity and skill sets of our staff working in customer-facing channels.  You can login from anywhere with a password.  

“Our front-line staff need to verify customers according to the latest process. Promapp will ensure our users are responsible for their processes, further boosting compliance and accountability across the organisation.  Staff will be able to suggest process updates and quickly implement improvements, boosting overall efficiency and productivity,” says Bunt.

Importantly, Promapp will also support transformation of the organisation’s Fixed Odds Betting (FOB) business following deployment this year of new technology which will enable it to meet ever-increasing customer demand and better compete with international wagering organisations.  

At the same time, a centrally-stored set of processes will enable the organisation to fully comply with its financial risk obligations like anti-money laundering legislation.

“Our deployment of Promapp follows a comprehensive market review. Promapp is very simple to use which is key to us.  The desired end state is a centralised process design in support of the overall needs of the organisation while reducing risk and enhancing the way we work,” says Bunt.

About Promapp

Established in 2002, Promapp works with hundreds of organisations worldwide to foster a thriving business improvement and process management culture.

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 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, Waikato District Council and Southland Regional Council.  The company is headquartered in Auckland, New Zealand.


FQ Editor

Written by FQ Editor

Press release from an outside source. Please consult the organisation directly for details about this release.

Topics: press release

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