A Seamless Customer Experience
As a challenger brand, Belong was created by parent company Telstra to capture the price-sensitive market through simpler and more affordable propositions. To deliver on this mission and drive growth, Belong demonstrates a deep commitment to experimentation and learning. As Belong continues to grow, delivering a seamless experience when customers are interacting with the service is crucial to ensure productivity and optimize revenue.
To fulfil these needs, Belong’s 170 digital and technology team members must have access to the right tools. By empowering staff with Splunk’s flexible, reliable platform, Belong has accelerated and simplified product development while enabling the team to detect, monitor and resolve issues much faster. Splunk’s ability to clearly illustrate data through dashboards and visualizations has allowed the team to act on complex log data and develop a traffic light performance analytics tool that’s streamlined customer interactions, leading to a better experience for both customers and employees.
The shift from a reactive to proactive stance means faster issue resolution and increased visibility into security threats. Using Splunk, Belong has gleaned insights that have yielded improvements across the business, including reducing customer-facing errors by a staggering 75%.
“Splunk Enterprise has been an enabler of our transformation,” says Natalie Field, Belong’s chief digital officer. “We’ve been able to empower our product development teams with access to our organization’s data through real-time visualizations, enabling them to understand performance and impact and, as a result, inform future prioritization. Ultimately this contributes to a customer-centric, experimental culture, which is an integral pillar to achieving sustainable transformation and business performance.”