Case Study: Spark New Zealand boosts digital conversion and customer experience with Powerfront INSIDE

Spark New Zealand - Customer Case Study

Spark New Zealand, one of New Zealand’s largest telecommunications providers, was undergoing a major digital transformation and wanted to move from a call-centre-based service model to a digital-first customer experience. Working with Powerfront and its INSIDE Customer Engagement Platform, Spark aimed to improve online subscriptions and renewals, reduce reliance on costly voice channels, and give both customers and sales teams a faster, more engaging web experience.

Powerfront implemented INSIDE to deliver targeted, personalized proactive engagements, helping Spark convert more website visitors and deflect service traffic into web chat. The results were strong: website leads increased 53 times for proactively engaged customers, response rates improved by 65% with contextual personalized messages, and 89% of customers reported a positive web chat experience. Spark also improved service efficiency from about 70% with phone operators to 210% with online agents, driving significant cost savings and productivity gains.

Spark New Zealand

Simon Collinson

Digital Experience Expereince Manager