Case Study: One NZ achieves near-instant customer support and real-time insights with Microsoft Power BI

One NZ democratizes data access, enabling instant customer support with Microsoft Fabric Real-Time Analytics

One NZ, New Zealand’s largest mobile carrier, needed to give nearly 1,000 users a real-time, tailored view of customer data after growing volumes caused latency and delayed refreshes in its Microsoft Power BI dashboards. To restore instant visibility and improve customer support, One NZ moved quickly to Microsoft Fabric Real-Time Analytics (RTA) for a seamless, easy-to-manage upgrade.

Using Microsoft Power BI together with Microsoft Fabric RTA, One NZ implemented Fabric event streams, a KQL Database for real-time analytics, and Power BI visualizations in under two weeks. The new setup updates most dashboards every 10 seconds (six times faster), cut average answer time from 45 seconds to 27 seconds, and now serves about 170 business users and 800 contact center agents—enabling faster, data-driven routing and proactive customer engagement.

One NZ

Chris Fletcher

Small and Medium Enterprise (SME) and Consumer Director