Case Study: Spark New Zealand achieves 20% faster customer responses and increased engagement with Oracle Social Cloud

Spark New Zealand Gains Actionable Insights, Responds to Customer Feedback 20% Faster, and Increases Customer Engagement with Social Cloud

Spark New Zealand, one of the country’s largest telecommunications companies, rebranded in 2014 with a goal to become a more customer-inspired, digital-first provider. The company needed a unified social relationship management platform to collect and monitor conversations across multiple channels, respond more quickly to customer feedback (on issues like voice quality and network coverage), gain deeper product and regional insights, and reposition its brand as agile and innovative.

Spark implemented Oracle Social Relationship Management and Oracle Social Engagement and Monitoring, with Oracle Consulting support, and went live in three weeks. The platform delivered semantic listening and centralized workflows that boosted response speed by 20%, increased daily social posts from 100 to 500, enabled targeted campaigns (including a mobile “automatic thanks machine”), supported a company-wide voice-of-the-customer program, improved staff productivity, and helped Spark win Socialbakers’ 2015 top socially devoted brand recognition.

Spark New Zealand

Simon Collinson

Digital Customer Experience Manager