One NZ transforms customer experience with AI and orchestration

Transforming customer experience across complex operations

Customer experience had become increasingly difficult to improve across One NZ’s fragmented operational environment. Replacing a mobile device could take up to two weeks, while thousands of customer orders required manual intervention due to disconnected systems and inconsistent workflows.

Like many large enterprises, One NZ operated across a complex mix of legacy and modern platforms built over decades. Teams needed a way to improve operational visibility, accelerate decision making, and modernize workflows without launching a costly, multi-year re-platforming initiative.

The company wanted to move faster—but without disrupting the systems already running the business.

Orchestrating AI, systems, and workflows without re-platforming

To modernize operations, One NZ partnered with UiPath to orchestrate workflows across legacy systems, AI models, automation, and people using UiPath Maestro™.

Rather than replacing core platforms, One NZ connected workflows across existing systems to create a unified orchestration layer spanning customer operations, provisioning, billing, and service processes.

Using Maestro, teams gained real-time visibility into workflows operating across fragmented systems and could identify stalled processes, bottlenecks, and failures as they occurred. The approach allowed teams to move from insight to action much faster while maintaining governance across complex operational environments.

The impact was immediate.

A mobile provisioning process that once took up to 10 days—or longer in some cases—now completes in under 10 minutes using the same underlying systems and workflows.

The company rapidly moved from proof of concept to production in just five weeks, then expanded orchestration across additional operational areas throughout the business.

With UiPath, what used to take ten days now takes five to ten minutes—using the same systems, the same processes, without ripping anything out.

Cy Wright · General Manager of Intelligent Automation at One NZ

Scaling enterprise orchestration across the business

Today, One NZ is expanding orchestration across the enterprise to improve customer experience, accelerate operational responsiveness, and simplify complex workflows at scale.

By orchestrating AI, automation, systems, and people across existing infrastructure, the company is delivering measurable operational outcomes without the delays traditionally associated with large-scale transformation programs.

As One NZ CEO Jason Paris notes, “What would traditionally require massive investment and multi-year transformation, we delivered in weeks.”

Teams can now identify issues faster, make operational decisions in real time, and continuously optimize workflows across the business.

The initiative is also helping establish a broader foundation for enterprise agentic orchestration—allowing One NZ to scale AI-enabled operations while maintaining governance, visibility, and operational control across complex environments. Transformation doesn’t have to start from scratch. It can start today.