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Australia-based aging care provider selects PRIME BPM Software to optimise customer experience and services

ECH, one of the largest not-for-profit providers of integrated retirement living accommodation and ageing care services in South Australia, has selected PRIME BPM, an end-to-end BPM solutions provider, to drive its process improvement.

ECH will leverage PRIME BPM’s software and services to enhance process efficiency and effectiveness for improved customer and employee experiences.

As a trusted provider of ageing care services, ECH is committed to continually improving the well-being and lives of older South Australians. ECH sought a solution to do more with less to keep pace with the changing funding models, while meeting the needs and expectations of the community.

In line with these requirements, ECH chose PRIME BPM software to build a business process library. Clearly documented processes will help the organisation enhance transparency and ensure all departments are aligned to achieve the strategic goals. The software was chosen due to its advanced yet easy-to-use process mapping capabilities and sophisticated analytics engine.  

Commenting on the engagement and software selection, Sharon Paulson, Digital Operations Manager, said, “I have seen PRIME BPM in action in a previous workplace. The simplicity of use means you don’t need to understand BPMN to develop and manage processes. The Analyser module was also a standout for us. Being able to quickly show where bottlenecks are and predict the potential cost savings from changing the processes will be invaluable. PRIME BPM team immediately understood our needs and was able to demonstrate the value software will add for ECH. The cost of the solution was also a key factor.

In the first phase of the process improvement journey, ECH will drive transformation in home and community services to maintain service effectiveness despite changing government funding models.

Once deployed, PRIME BPM will support ECH in achieving its strategic goals and maximising the value of a new community and wellness solution. Using the best-in-class capabilities of the software, ECH will benefit from a 360-degree view of current processes and areas that may need to be recalibrated. These insights will help ECH to eliminate bottlenecks, streamline processes and drive efficiencies, leading to improved customer experience.

Commenting on the engagement, Mark Khabe, Co-Founder of PRIME BPM, said, “We are thrilled to be on this journey with ECH and look forward to supporting them on their vision to strengthen resident and employee experiences. Using our expertise in process improvement, we are committed to helping them drive efficiencies and facilitating improved living and well-being of the ECH community.


Since its foundation in 1964, ECH has established itself as a highly respected and trusted provider of ageing care services in South Australia. Today, ECH is one of the largest not-for-profit providers of integrated retirement living accommodation and ageing care services that enable people to continue to live independently at home as they age.


Established in 2005, PRIME BPM is an end-to-end Business Process Management organisation, supporting customers through its wide portfolio of products and services, including PRIME BPM Software, BPM Training and Fixed Cost Process Mapping Service. PRIME BPM’s cloud-based Business Process Management Software is designed for both business users and business process experts. With its intuitive and user-friendly interface, individuals can easily and accurately map, analyse, improve and automate business processes. PRIME BPM has over a decade of experience in transforming leading public and private sector organisations, including Pfizer, Airbus, Queensland Police, New South Wales Health, Queensland Treasury, Department of Agriculture and Fisheries, University of New South Wales, MYOB, Tabcorp, Blue Mountains City Council, Americold, and more.