Transforming Operational Capability Through Uplifting Process

Tower, a trusted New Zealand insurer for over 155 years, recognised that process is a core enabler for delivering services efficiently and effectively to its customers, meeting its regulatory requirements and for successfully realising change across the organisation.

To help uplift Tower’s process capability, Sysdoc was engaged to support the Tower Process Excellence team. Over six months, Sysdoc captured over 130 core processes and helped both embed a process governance framework and implement GBTEC’s BIC Process Design alongside Tower's impressive internal team, driving a digital-first, process-led transformation.

This collaboration highlights how people, process, and technology working together can achieve rapid acceleration towards continual operational excellence.

Driven by its strategy to enhance operational excellence and customer experience, maintain market leadership, and adapt to increased scale and regulatory requirements, Tower recognised the importance of continuously improving and simplifying its business model. As a result, the company saw significant value in streamlining and optimising its processes.

To achieve this, Tower sought to uplift its end-to-end processes, systems and capabilities to ensure they remain trusted and future-proofed. Sysdoc was engaged to support this strategic initiative by helping to document processes, embed governance, and implement a business process management (BPM) tool to enable scalable and sustainable transformation.

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Solution

Sysdoc worked with Tower for six months to uplift operational capability through process clarity, governance and the implementation of a BPM platform. Supported by GBTEC’s BIC Process Design, the initiative was delivered through a three-pronged approach that ensured a comprehensive, scalable, and sustainable solution.

Sysdoc partnered with Tower’s Process Excellence team and the business to deliver a structured and collaborative transformation programme to accelerate the uplift of Tower’s process capability, strengthen regulatory compliance and build a sustainable governance model.

Customer Data and Process Unification: Facilitated in-depth workshops to understand current state. Mapped 23 existing operational processes, conducted root cause analysis and data audit. End-to-End Process Mapping and Uplift: Mapped 131 processes and 83 procedures across key business units. Agreed process ownership, governance, and alignment with BPMN standards. BPM Tool Recommendation and Implementation: Evaluated and identified three best fit BPM solutions with GBTEC selected. Implemented comprehensive governance model and trained teams to manage process landscape.

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Outcomes

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Conclusion

This engagement illustrates what’s possible when complementary strengths come together with a clear plan and shared dedication. The partnership between the three parties not only delivered measurable improvements in compliance, trust, and operations but also demonstrated how quickly ambitious goals can be achieved when expertise, vision, and commitment align. It’s a compelling example of how strategic collaboration and innovation can spark lasting momentum, even in highly regulated industries.

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Key Highlights

• Six month strategic collaboration between Tower and Sysdoc
• 131 core operational processes captured and mapped
• Partnership between Tower, Sysdoc, and GBTEC delivered rapid BPM implementation with a robust governance framework in just 4 weeks
• Strengthened culture of process ownership and clear documentation
• Improved regulatory compliance
• Increased readiness for future AI and digital initiatives.