CommsUpdate: Vodafone New Zealand says it has completed its upgrade and onshoring of its major IT systems away from its former global parent Vodafone Group.
The operator noted in a statement that the move gives it more control over its staff and customer-facing IT systems, enabling much greater flexibility to support customers.
First phase of Vodafone NZ transformation strategy
The full IT programme took three years to complete and ran across multiple systems, including a successful enterprise resource planning (ERP) migration. Other systems that have been separated from Vodafone Group include security, identity and all modern workplace office IT systems.
Vodafone New Zealand CEO Jason Paris explained that the completed IT programme is just one critical part of the first phase of Vodafone’s transformation strategy.
‘Three years ago, we moved from global to local ownership to focus 100% on New Zealand, and since then we have been laying the foundations to serve Aotearoa for the next 30 years,” he said.
Paris said that Vodafone New Zealand has invested almost NZ$1 billion ($611 million) over the last three years to improve its network, which includes its 5G service launch in nine cities, as well as upgrades to its wireless broadband and HFC services.
Customer service overhaul
On the customer service front, he continued, “We have been overhauling the way we sell and serve, bringing most of our call-centres back home to New Zealand and forming teams of experts, and bringing all our retail stores under full ownership, as well as upgrading our legacy tech to make it easier for our teams to help customers.”
Paris added that Vodafone New Zealand will continue to employ more on-shore and local people to boost its customer service performance in stores and online.
Meanwhile, he said, “We are now moving into the next phase of the Vodafone transformation strategy, which is all about building on these foundations, differentiating even further on customer experience, partnering with even more great tech companies in the world, and earning the right to play a greater role in the lives of New Zealanders.”
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