Case Study: Spark Ventures achieves rapid change delivery, automated ITSM and 98% SLA compliance with BMC Remedyforce (BMC Software)

Spark Ventures delivers fast VOD and WiFi, delighting bandwidthhungry New Zealand digital consumers

Spark Ventures, a New Zealand telecom business delivering fast VOD, WiFi and other digital services, needed greater speed and agility to support rapidly evolving customer offerings. Its operations and platform delivery team faced challenges with incident and change management, customer support and SLA compliance while powering revenue‑generating services.

To address this, Spark deployed BMC Remedyforce on the Salesforce Force.com platform, bringing automation, standardization and visibility to incident, service request and change workflows. The solution enabled automated ticket creation, one‑click escalation and scheduled executive reporting, cutting change and resolution times from days to hours (or minutes), reducing costs and boosting customer satisfaction—achieving 98% SLA compliance in a recent month.

Spark Ventures

Peter Yates

Operations and Platform Delivery