ONE NZ DOUBLES NPS
AND LAUNCHES NEW
PRODUCTS IN DAYS
Case Study
WHO?
One NZ is a leading telecommunications company offering mobile, fixed broadband and TV services in New Zealand.
Based on requests from clients, the company’s wholesale division pledged to enable customer self-service. The vision was that once a customer had ordered a product, they would have the tools to track it from delivery through to deployment at a glance.
WHAT?
As this was a big shift away from ordering by phone, text or templated emails, One NZ needed a solution that would ensure an improved customer experience while supporting the fast introduction of new products.
Integrations built in the self-service platform have been designed to be reusable 'building blocks' for other product and service offerings, enabling even greater speed.
Converging manual legacy systems, including spreadsheets and emails, means One NZ’s wholesale customers can gather instant quotes online as well as manage orders and inventory.
One NZ deployed CSG Quote & Order. The catalog-driven cloud service can be configured to take new products to market or update existing products to make them available to customers immediately.
HOW?
One NZ Wholesale is now set up as a private cloud service on Amazon Web Services (AWS). The company can respond to market demands and roll out features, functionality, and products faster than ever before.
RESULTS
of customer interactions are now digital
95%
110%
DAYS
12
increase in NPS score (from 30 to 63)
to launch new functionality and products, not months
weeks to migrate to the cloud
One NZ has the confidence of knowing they are working with an industry-leading solution, with CSG being recognized as a Niche Player in the 2023 Gartner® Magic Quadrant™ for Configure, Price, Quote Applications.
2023 Gartner® Magic Quadrant™
“Moving to a cloud-based architecture has been one of the best decisions we’ve ever made.”
— Andrew McDonald, Former Head of Domestic and Global Wholesale, One NZ
increase in NPS score (from 30 to 63)
to launch new functionality and products, not months
weeks to migrate to the cloud
12
