One New Zealand, one of three largest telecommunications providers in the country, has selected the Highlight Service Observability Platform to enhance its managed network services and give customers clearer visibility into network performance, service levels and overall value.
One NZ’s managed service supports hundreds of customers ranging from small businesses to government departments. With Highlight’s multi-tenancy capability, One NZ’s service desk can move beyond traditional IT service management processes to achieve centralised visibility as well as offering customers optional access to the Highlight dashboard for full transparency.
Highlight enables One NZ’s service delivery managers to replace time-intensive manual reporting by scheduling automatic reports at the touch of a button. They can deliver reports on SLAs for broadband connections linked to the Meraki environment and give customers clear, visual proof of service performance.
From a commercial perspective, the insights from Highlight support data-driven upsell opportunities. Capacity trends and performance analytics enable One NZ to identify quickly when additional infrastructure or higher-capacity equipment is required as customer environments scale.
In addition, Highlight fully supports One NZ’s strategic objective to maintain its Cisco Preferred Partner status within the Cisco 360 partner ecosystem, where partners are now required to show measurable service performance and customer outcomes.
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. Ultimately, by adding greater value, Highlight helps reduce the risk of customers moving to another supplier.
“Deployment of Highlight was extremely straightforward,” he adds. “The proof of concept required only API integration, after which data populated automatically across Highlight’s dashboards with minimal configuration effort.
“For one of our national retail customers who was undertaking a Cisco Meraki network refresh across around 50 stores, Highlight quickly identified over 300 devices overloading a single Wi-Fi access point. Before Highlight, this issue would have been difficult to find without a great deal of investigation.”
Mark continues, “We really like that Highlight holds us accountable. Some customers prefer direct access to the Highlight dashboard, while others are happy to rely on their service delivery manager for monthly reporting.
“Most importantly, Highlight enables us to clearly show the measurable outcomes that our managed services deliver to customers.”
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About Highlight
Highlight is the service observability platform purpose-built for managed service providers, carriers, and enterprise IT teams delivering network, cloud and modern workplace services. Unlike traditional monitoring tools, Highlight provides a single, service-centric view that transforms complex multi-vendor data into clear, business-friendly insights.
The platform helps providers prove service quality, reduce operational noise, and strengthen customer relationships—enabling both operations teams and end customers to confidently understand service performance.
About One NZ
One NZ is one of New Zealand’s leading telecommunications providers, delivering mobile, broadband, and managed network services to businesses and public sector organisations nationwide.