New Zealand Red Cross and Spark today announced the successful completion of a digital transformation project for the
humanitarian organisation's IT service management (ITSM) solution. Spark's ServiceFlex platform was implemented in just
90 days, significantly improving IT efficiency and effectiveness, enabling the organisation to focus investment on its
core programmes to support vulnerable New Zealanders.
L-R: Jane Derbyshire, Shane Chisholm (General Manager, Engagement and Enterprise), Sarah 'Norm' Stuart-Black, QSO -
Secretary General, and Alexandra Pierard (Executive Director, Office of the Secretary General)
"Technology plays a huge part in keeping things running smoothly for our organisation," says Jane Derbyshire, New Zealand Red Cross General Manager of Organisational Services. "With more than 500 staff and 10,000 volunteers, we need an ITSM system that can provide a better end-user experience
and help us make the most of our donor dollars."
New Zealand Red Cross is a foundation customer of Spark’s ServiceFlex, selecting the ITSM solution after a thorough
market analysis. The user-friendly self-service portal has been enthusiastically adopted by the New Zealand Red Cross
team, with an 85 per cent uptake in the first three months.
“We went live in December last year, and we’ve had no negative feedback. Zero,” said Jane.
The results include a 25 per cent reduction in calls to the service desk, a 60 per cent reduction in the overall ticket
count, and a significant decrease in the average time to resolve tickets.
“This transformation has been a game-changer for us,” adds Alix Clark, New Zealand Red Cross IT Transformation Manager. "We're now spending less time chasing support tickets and more time focusing on strategic initiatives that support our
mission. ServiceFlex has given us the visibility and control we need to deliver more effectively on our core business."
Penny White, Spark General Manager Technology Services and Customer says the successful partnership with New Zealand Red Cross demonstrates Spark's commitment to delivering innovative
solutions that drive positive outcomes for its customers.
"We're proud to be working with New Zealand Red Cross and to have played a role in their ITSM transformation," says
Penny. "ServiceFlex is a flexible and modular service management solution that leverages smart technology, automation
and artificial intelligence to help our customers achieve their business goals."Spark ServiceFlex enables customers to:
Choose the right capabilities for their business through modular practices, and tiers of service
Create a seamless service experience for end users with easy access via modern digital channels
Get proactive insights and reporting to continuously optimise and automate IT services
Access a customer experience dashboard and interactive KPI performance measures
Reduce total cost of ownership through smart tooling and processes
More info on Spark ServiceFlex is available on www.serviceflex.co.nz and is available now to Spark’s corporate, enterprise and government clients.