Case Studies

Challenge

Over 350 contracts had accumulated across departments; home care packages, medical equipment, allied health, IT, facilities, cleaning, leases, and transport. Most were paper-based. Many were incomplete. Versions sat in shared drives, key dates lived in spreadsheets, and ownership was rarely clear.

Every year in the three months to 30 June, Contract Manager Nick O'Brien spent five full days a week walking corridors, tracking down department heads, chasing signatures, and manually confirming that obligations across the portfolio were current. It was unsustainable, and everyone knew it.

For Nick Starkie, the CFO and Director of Corporate Services, the concern went beyond the administrative burden. Without clear visibility across contract spend and obligations, the organisation was carrying risk it couldn't easily quantify - and absorbing productivity costs it couldn't afford.

What Changed

Within 3 months of implementing Pathways, every contract was located, audited, and centralised. Processes were built around WDHS's existing delegated authority framework, so nothing required a cultural overhaul - it simply gave structure to what was already expected.

Within twelve months, ownership had shifted. Every contract had a named Division Head or Director as owner. Delivery confirmation sat with the person receiving the service. Nick O'Brien no longer needed to chase anyone.

The Challenge

At head office, full visibility and control across the B2B commercial portfolio was the priority. At the franchisee level, each of the 100+ locations requires clarity on their own obligations, including renewal and compliance requirements. For example, creating a reliable way to confirm that terms and conditions have been read and understood. Meeting the high standards a best-in-class network demands required an easy-to-adopt solution.

What Changed

Snap implemented Pathways across both environments simultaneously. Head office centralised its full commercial contract portfolio, with structured ownership, renewal tracking, and obligation management replacing manual processes. For the franchise network, a dedicated portal was established giving each of the franchisees direct visibility of their own contracts and obligations (and only their own) while head office retained a complete view across the network. Franchisees can confirm acknowledgement of terms and conditions directly within the platform, creating a full audit trail of understanding across every location.

Challenge

Version control and responsibility tracking were inconsistent across departments. The Company Secretary needed a secure and auditable way to coordinate obligations, track approvals, and provide clear oversight across the organisation.

What we did

Pathways was implemented across governance, finance, and member engagement teams. Contracts and governance activities were organised into dedicated Pathways, with automated alerts to track resolutions, compliance milestones, and renewals. Secure data rooms supported document sharing and sign-off with a full audit trail, and templates standardised how documents were reviewed and approved.