One New Zealand Transforms Customer Marketing Engagement with Salesforce AI

Leading communications and connectivity provider One New Zealand (One NZ) is using Salesforce Marketing Cloud and Data Cloud to transform its customer experiences.

At a glance: After a rebranding, One NZ acquired several different data stacks, marketing systems, and deployment tools, making it challenging to provide customers with personalised experiences.

Why it’s important: Eighty-eight percent of customers say the experience a company provides is as important as its products or services — the highest it’s ever been.

Driving the news: Following its rebranding from Vodafone New Zealand in 2022, One NZ, which powers almost three million connections for its consumer, business, government, and wholesale customers, has committed to consolidating its four marketing engagement platforms into one.

This will allow One NZ to accurately and consistently apply customer rules, maintain compliance with privacy requests, and categorise its users by plan, services, and preferences, and ensure that customers always receive communications relevant to them. 

• With Marketing Cloud, OneNZ will simplify and improve end-to-end customer journeys across all touchpoints, and leverage AI to deliver personalised product and content recommendations.
• Salesforce Data Cloud will be used to test Bring Your Own Lake (BYOL) capabilities with Snowflake to help simplify data management processes.

The customer perspective: “One NZ is on a mission to become world-famous for its service. Salesforce gives us the marketing platform we need to build for the future. It allows us to further enrich our view of the customer from a personalised marketing, privacy and customer service perspective,” said Summer Collins, Chief AI & Data Director, One NZ.

The Salesforce perspective: “Salesforce is proud to support One New Zealand to revolutionise how it connects with its customers. Streamlining One NZ’s marketing technology systems is going to have profound efficiency and productivity benefits for the organisation, and deliver trusted, relevant communications to its two million-plus users,” said Hamish Miles, Salesforce New Zealand Managing Director.

More information:

• Learn more about Marketing Cloud and Data Cloud
• For more Salesforce customer news, visit this page