Case Study: St John New Zealand achieves consistent national customer experience and real-time, accessible processes with Nintex Process Manager

St John’s processes are clear, updated in real time, and accessible to staff anywhere, anytime, supporting a team of roving officers

St John, New Zealand’s largest primary care and emergency ambulance provider, needed to unify operations across four regional business units—particularly its Telecare and Home Health services that install and monitor medical alarms nationwide. Inconsistent, outdated process documents and an impending industry accreditation requiring independently auditable processes created a clear need for a single, consistent customer experience and demonstrable compliance.

St John adopted Nintex Promapp, appointing promasters to migrate, retrain and continuously update workflows using the platform’s tablet-enabled, online application. The result was live, accessible, and auditable processes everywhere staff work, faster induction and training, clearer role guidance with no “grey areas,” measurable adoption and ongoing improvements, and a greatly simplified accreditation process.

St John New Zealand

William Hughes

National Telecare and Home Health Manager