Case Study: St John New Zealand achieves digital-first transformation, instant invoicing and reduced call volumes with Optimizely

How St John New Zealand handles 500K emergency calls a year

St John New Zealand is an independent charitable organisation that provides first aid training and emergency response across roughly 90% of the country, handling about 500,000 emergency calls a year. Facing a fragmented digital estate, heavy cheque processing, manual workarounds and an older customer base — all with limited internal digital skills and resources — the organisation needed an intelligent, reusable platform to modernise operations, reduce support demand, and capture better customer insights.

St John implemented Optimizely Commerce Cloud to consolidate commerce and self‑service, integrate with other systems, and reuse capabilities across business units. The new platform delivers instant training invoices (down from up to four weeks), reduces call volumes through online self‑service, and creates a more engaging retail experience that lowers costs, improves revenue and sets the stage for advanced features like AI recommendations and personalization.

St John New Zealand

Adi Wickramaratne

Digital Manager