NEC New Zealand transforms field service experiences with IKC

NEC New Zealand, part of the global NEC Group, dramatically improved its field service operations by partnering with Integrated Knowledge Consulting (IKC) and utilizing ServiceNow solutions.

Previously reliant on six separate systems, NEC faced fragmented processes and inefficiencies. IKC, a specialist in ServiceNow implementations, consolidated these into a single integrated platform, optimizing request handling and enhancing transparency.

The results were substantial. Incoming customer calls dropped by 90%, call-handling times improved by 25%, and service requests decreased by 50%. IKC’s integration of ServiceNow with Twilio automation saved NEC around NZD $6,000 monthly on phone expenses and improved first-contact resolution by 30%.

With IKC’s tailored solutions, NEC reduced average resolution times by 67%, improving operational visibility and customer satisfaction. Service speed increased by 33%, creating new revenue opportunities and international collaboration possibilities.

Sam Bell, Head of Field and Network Services at NEC New Zealand, noted, “IKC understands our business requirements and helps us to streamline ServiceNow into a product that works for the company.”

Through its strategic partnership with IKC, NEC New Zealand significantly elevated both customer and employee experiences.