One NZ, one of Australia and New Zealand’s leading telecommunications providers, has cut enterprise mobile provisioning times from ten days to under ten minutes using UiPath Maestro, a cloud-native orchestration platform that unifies automation, AI agents, and human interaction into end-to-end business processes. The deployment was implemented in just five weeks and without a costly infrastructure overhaul, establishing a new benchmark for enterprise service delivery in the ANZ telco sector.
A Legacy Workflow Rebuilt Without Replacing Legacy Systems
The challenge One NZ set out to solve was a back-office workflow spanning Salesforce, Oracle, and internal platforms, with fragmented handoffs and dependence on offshore intervention that stretched order cycles to four or five days under normal conditions. Manual processes limited visibility across the customer order journey and created compounding operational complexity.
Rather than replacing existing infrastructure, One NZ selected UiPath Maestro to build a modern orchestration layer connecting the disconnected systems. AI agents now coordinate tasks across platforms while software robots execute processes within applications, enabling near real-time provisioning for enterprise customers and significantly reducing operational complexity. The solution also delivers real-time visibility and control across legacy environments, enabling faster issue resolution and sharper frontline training.
“One NZ is pursuing an ambitious goal to become the most AI-enabled telco on the planet by using AI and automation to improve customer experiences, increase operational agility, and empower employees. Our approach is AI-first, but human where it matters most.” — Summer Collins, Chief AI and Business Services Director, One NZ
Expanding Across Finance, Risk and Fraud
One NZ is now extending UiPath Maestro into additional business-critical areas including finance, risk, fraud, and complex IT programmes, as well as broader customer and operational workflows. The deployment reflects a wider shift in the telecommunications sector: providers are moving beyond automating individual tasks towards orchestrating entire business processes end-to-end.
“One NZ clearly demonstrates how complex enterprises are built on a combination of modern and legacy technology. UiPath Maestro is the orchestration layer that brings it all together, accelerating transformation without the complexity and pain of ripping out what is working,” said Ashley Boag, Chief Operating Officer, International Region, UiPath.
