Spark New Zealand has successfully implemented the second major stage of its ongoing programme to reengineer and update its key customer service IT platforms.
Completion of this second stage means Spark New Zealand is well past the halfway point in the programme with the telco investing approximately $70 million per annum over three years on the reengineering programme.
“This is another big milestone for Spark New Zealand," says Simon Moutter, managing director, Spark New Zealand.
"The reengineering programme is a key part of our technology transformation and a game changer in our journey towards becoming a truly customer-inspired and highly efficient business."
According to Moutter, this second stage, which took many months to build and cutover during the weekend, saw a large-scale migration of 25 years’ worth of customer data from decades-old legacy customer management systems to a set of next generation customer management systems based around world-class CRM software.
“In a lot of cases that means we have moved on from old fashioned green-screen customer service systems centred on the copper-wire connection to leading-edge systems centred on our full relationship with each customer," Moutter adds.
“It’s a quantum leap that gives us significantly better customer management capabilities, with all our customers on one system and their information accessible across all our customer touch points.
"This means we are able to understand our customers better, and know their history, preferences and needs.
Moutter says the reengineering programme is a "significant driver" of the long-term Spark New Zealand strategy.
Successive phases in the programme will continue to improve the customer experience and provide for more efficient customer service operations, as well as lay the necessary foundation for the future delivery of new digital services to customers.