Case Study: Spark New Zealand achieves omni-channel in-store digital transformation with NTS Retail

Spark launches comprehensive in-store digital transformation

Spark, New Zealand’s largest fixed and wireless telecommunications provider, faced limits with its replication-based retail system as it pursued a seamless omni-channel customer experience. To migrate to a centralized, future-proof architecture and simplify retail operations across its 96 stores and franchise locations, Spark selected NTS Retail and its X5 retail solution along with modules for Retail Management, Customer Management, Enterprise Stock Management and Commerce Platform.

NTS Retail implemented a central database, integrated CRM/order flows, web-based mobile stocktaking and e-top-up capabilities, plus click & collect and payment-splitting features to modernize in-store processes. The NTS Retail solution automated processing of 55,000 serial numbers monthly and delivered measurable efficiencies — roughly 650 hours saved/month from CRM order integration, 770 hours/month from e-top-up, 200 hours/month from digital delivery notes and a 50% reduction in stocktake time — while enabling centralized reporting and simpler franchise logistics.

Spark

Phil Worsley

Tribe Lead, Omnichannel