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CASE STUDY [UTILITIES] Genesis Energy
CASE STUDY [UTILITIES]
Genesis Energy
Genesis Energy is a NZ-state-owned generator and retailer of electricity, gas and LPG to commercial and residential customers. It is NZ’s largest energy retailer with 670,000 customers and more than 1,000 employees.
Business Benefits
Simplified processes
Increased process standardization
Time savings
Improved consistency
Retained knowledge
Genesis Energy initially implemented Nintex
Promapp to eliminate the risk of losing corporate
knowledge when the company’s externally
contracted contact center was brought in-house.
As well as helping to capture this knowledge,
Nintex Promapp was seen as a way of increasing
consistency and saving time.
‘Nintex Promapp was the right tool, with
documentation at the right level. Its capability met
all the requirements,’ explains Howard Follas, one of
the company’s two Nintex Promapp specialists.
Increasing consistency. Saving time.
At the time, Genesis Energy was looking to partially privatize. Having accurate, documented processes across the organization would deliver significant benefits for due diligence purposes.
The implementation of Nintex Promapp was
relatively simple, with help from the Nintex Promapp
training and support team who were on hand to take
the project group through the steps required.
It has since been rolled out into the trading and
wholesale operations, health and safety and the IT
department.
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In addition to its ability to capture a range of
activities in line with Genesis Energy’s needs, Nintex
Promapp’s compatibility with the Lean and Six Sigma
business methodologies was a plus.
‘We had begun looking at Lean Six Sigma ways
of approaching processes. Nintex Promapp was
in line with them both, with the ability to provide
documentation at the right level.’ says Howard
Follas.
Ongoing improvement.
‘More than just processes, we were looking at a launchpad for continuous improvement that would also provide us with monitoring and measurability.’
HOWARD FOLLASNintex Promapp SpecialistGenesis Energy
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SIMPLIFICATION ‘We’ve been able to simplify down to seven or eight
steps in a process. Before Nintex Promapp, one
process may have included a mix of low and high-
level steps, with no clear divide about where one
level stopped and the next began. Now it is much
clearer.’
ELIMINATING REGIONAL VARIATIONS ‘It’s a reality of doing business across multiple
geographical sites that there can be wide variations
in processes. Nintex Promapp has been an
outstanding tool for addressing that in a very direct
way. All the offices go straight to one source to
answer their queries and find out how to do things.
That is a significant benefit.’
FLEXIBLE APPLICATION TO SUIT REAL BUSINESS NEEDS‘We now have Nintex Promapp installed in enough
different business areas to clearly demonstrate
its flexibility. It is a tool that can be tailored to
document any process scenario.’
SUPPORTING CONTINUOUS IMPROVEMENT‘Nintex Promapp provides the ideal launchpad for
improvement because it gives a bird’s eye view of
the business.’
FULL ACCOUNT MANAGEMENT SUPPORT‘Taking on any major new system is a big change
and big risk for a business, so timely and effective
support is crucial. Nintex Promapp has an
outstanding support and account management team
and has been completely approachable throughout.
We have used the support operations via email and
they come back with answers very quickly. There is
a real proactive commitment to supporting us – it’s
not just reactive.’
A range of benefits.
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• You don’t need to document everything – this
can be an easy trap to fall into.
• Proper training and widespread understanding
of the system is key to its success, both for
existing and new staff – include it in staff
induction. Having your own Nintex Promapp
staff trainers is worth it.
• To make sure the content remains relevant to
users and the continuous improvement benefits
are realized, processes need to be reviewed
at least every 12 months. Ideally, get process
owners to change Nintex Promapp as they go,
but as this doesn’t always happen it’s important
to have scheduled review points.
Tips for new players.
‘Taking on any major new system is a big risk for a business, so timely, effective support is crucial. Nintex Promapp has an outstanding support and account management team. There is a real proactive commitment to support us.’
HOWARD FOLLASNintex Promapp SpecialistGenesis Energy
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About usPromapp is now part of Nintex. We believe that expressing and managing process knowledge simply is crucial
to sustaining an ongoing culture of process improvement. With our intuitive and powerful cloud-based
process management and automation capabilities, used by 8,000+ organizations worldwide, our customers
and partners can easily manage, automate and optimize business processes with clicks not code.
Sign up for a 30-day free trial or join an intro webinar to see Nintex Promapp, the process platform teams
love to use, in action.
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