Spark New Zealand transforms digital customer experience

Four years ago Spark New Zealand embarked on a transformation project called Unified Digital Frontline to rebuild its web and app customer experiences. The aim was to build unified, omnichannel digital experiences for customers and employees alike and provide better coverage of digital journeys both in terms of customer interactions and product development.

Spark partnered with Tech Mahindra to implement Comviva's Blue Marble digital business support system (BSS). Tessa Tierney, Product and Technology Director at Spark New Zealand explains that this has resulted in time savings when interacting with customers as well as efficiency gains. Journey completion rates have gone up by about 8% over two years and net promoter score has increased by 9 to 10 points, she says. In addition, Spark has seen a 20% volume efficiency improvement year-on-year in its contact centres.