Case Study: 2degrees achieves real-time operational visibility and proactive customer care with Splunk

Real-Time Operational Insights Enable Proactive Management and Performance Visibility at 2degrees

2degrees is a New Zealand telecommunications provider that expanded from mobile into full-service telco operations. Facing a 240-seat Customer Care center supporting over a million customers, management lacked a single view of performance: data was fragmented across a dozen+ systems, reporting was historic and manual, individual agent metrics took days to produce, and service issues weren’t identified or addressed in real time.

By deploying Splunk Enterprise and consolidated visual dashboards across key systems (IVR, ACD, CRM, SharePoint, etc.), 2degrees gained real-time operational visibility and proactive call escalation capabilities. Managers can now reroute high‑value calls, monitor abandoned-call trends, coach agents via live performance dashboards, and run in‑house reports—resulting in higher customer satisfaction, improved employee engagement, faster decision‑making and measurable efficiency gains.

2degrees

Tracy Leighton

Head of Service Assurance and Planning