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, a global consultancy and leader in business transformation and digital experience, 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.
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 support this ambition, Tower sought to uplift its end-to-end processes, systems, and capabilities, ensuring they remain trusted, efficient, and future-ready. 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.
A structured and collaborative transformation program
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 accelerate the uplift of Tower’s process capability, strengthen regulatory compliance and build a sustainable governance model.
1. Customer Data and Process Unification
- Facilitated in-depth workshops to understand the current state
- Mapped 23 existing operational processes, conducted root cause analysis and a data audit.
2. End-to-End Process Mapping and Uplift
- Mapped 131 processes and 83 procedures across key business units
- Agreed process ownership, governance, and alignment with business process modelling and notation (BPMN) standards
3. BPM Tool Recommendation and Implementation
- Sysdoc worked in partnership with Tower to evaluate and identify the three best‑fit BPM solutions; GBTEC's BIC Platform was the selected tool.
- GBTEC, Sysdoc and Tower worked together to implement a comprehensive governance model and train Tower teams to own and manage the process landscape
- BPM tool implementation was achieved in record time through effective partnering between GBTEC, Sysdoc and Tower
1. Greater Organisational Agility
With a unified and governed process landscape, Tower is now better positioned to adapt quickly to change, scale operations, and respond to evolving customer and regulatory expectations.
2. Strengthened Operational Resilience
Accelerated establishment of a process centre of excellence and a robust governance model has strengthened internal capability, improved visibility, and enabled more consistent process understanding and management.
3. Future-Ready Transformation
By embedding a fit-for-purpose BPM tool and empowering internal teams, Tower has created a sustainable platform for continuous improvement, innovation, and readiness for AI and digital initiatives.
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 in even the most regulated industries.
