One New Zealand, a telecommunications provider, has integrated the Highlight Service Observability Platform to enhance its managed network services. This integration helps provide customers with improved visibility into network performance and service levels.
One NZ manages services for a range of clients, from small businesses to governmental institutions. Leveraging Highlight’s multi-tenancy capability, their service desk seeks to move beyond conventional IT service management to deliver centralised visibility. Customers can also access the Highlight dashboard, providing transparency throughout the service lifecycle.
Service delivery managers use the platform to automate report generation, reducing the need for manual reporting. Scheduled reports offer insights into Service Level Agreements (SLAs) for broadband connections within the Meraki environment, helping customers visualise service performance clearly.
From a commercial perspective, Highlight supports data-driven upsell strategies. By monitoring capacity trends and performance analytics, One NZ can identify when to expand infrastructure or integrate higher-capacity equipment to meet evolving customer requirements.
Highlight also aligns with One NZ's strategic goals to maintain its Cisco Preferred Partner status within the Cisco 360 ecosystem. The platform provides a way to demonstrate measurable service performance and customer outcomes.
The deployment of Highlight required only API integration for the proof of concept. Data began populating the dashboards with minimal configuration, enabling a smooth transition.
For example, a retail client undergoing a Cisco Meraki network refresh across approximately 50 outlets had Highlight identify over 300 devices placing strain on a single Wi-Fi access point. This insight would have been difficult to achieve without Highlight, illustrating its practical utility.
Mark Poulton, Senior Product & Propositions Manager, Digital Infrastructure at One NZ, says, “With Highlight, we can now automate how we support customers, reduce manual effort and provide clearer insights. The platform revitalises our managed services portfolio, differentiates our services and will play a central role in delivering measurable, data-driven service excellence to our customers."
Finally, Highlight supports accountability, with some customers opting for direct dashboard access and others preferring monthly reporting through their service delivery manager. The platform also helps clarify measurable outcomes delivered by One NZ’s managed services, contributing to improved customer satisfaction and loyalty.
