Mercury sets the standard for business transformation in New Zealand’s tech sector
The NZ CIO Awards recognised Mercury with the prestigious Business Transformation through Digital & IT Award, an honor bestowed upon organisations that have demonstrably and masterfully transformed their business through digital innovation. Mercury’s journey, highlighted by their successful integration following the acquisition of Trustpower’s telecommunications and power retail customers in 2022, exemplifies the qualities of an industry pioneer.
As Vince Hawksworth, Chief Executive of Mercury, articulated, the achievement of integrating two brands, two technology stacks, and two ways of working into a unified Mercury entity just 18 months after the acquisition is a significant victory. This transformation wasn’t just about merging systems; it was about forging a new culture and setting the stage for Mercury’s future.
The positive customer feedback received during this transition was a testament to the meticulous planning and execution. Sarah Cowan, Brand & CX Stream Lead at Mercury, noted the unexpected enthusiasm from customers eager to embrace the new Mercury app and engage with the rewards program. This positive reception underscored the customer-centric approach that underpinned the entire transformation.
Verdon Kelliher from Gentrack, a key partner in this project, lauded it as the most successful transformation project Gentrack has been involved in over its 35-year history. This external validation further underscores the magnitude and effectiveness of Mercury’s efforts.
The judges’ citation highlighted the “master-class in laying the right foundations for success” demonstrated by Mercury. Their approach involved a powerful coalition of leadership from both brands, leveraging the support and expertise of external partners. The vision was clear: to standardise, simplify, and deliver incrementally to minimise disruption to customers. This sense of urgency was further fueled by the ability to accelerate the delivery of multi-product bundles.
A crucial element of their success was the clear focus on communication, ensuring key decision-makers were aligned throughout the program. Furthermore, a culture of empowerment fostered the ability to act decisively, with customer support outcomes remaining the central focus.
The judges were particularly impressed by Mercury’s balanced approach to execution and review. Their ability to hit milestones and deliver on promises was matched by their commitment to ongoing review, risk management, and continuous improvement, ensuring that feedback was effectively integrated into the transformation process.
The result is a substantially improved Technology Platform that is now delivering outstanding results for both Mercury’s business and its customers. This transformation has not only streamlined operations but has also enhanced the customer experience, positioning Mercury as a leader in the digital landscape.
Mercury’s achievement serves as an inspiring example of how strategic vision, strong collaboration, and a customer-centric approach can lead to extraordinary business transformation. Their success story is a valuable lesson for all organisations navigating the ever-evolving digital landscape.
Inspired by Mercury’s transformative journey?
Do you know an organisation that has masterfully leveraged digital innovation to achieve exceptional business outcomes? The Business Transformation Award at the NZ CIO Awards celebrates these very achievements. Don’t miss the opportunity to showcase your organisation’s success or nominate a deserving company for the 2025 awards. Take the first step towards recognition and join the ranks of New Zealand’s digital transformation leaders.
Business Transformation through Digital & IT
This award celebrates organisations that have successfully planned and executed business transformation initiatives by leveraging digital and disruptive technologies. It recognises those that have strategically integrated these innovations to deliver outstanding outcomes aligned with their broader business goals.
The recipient of this award will showcase seamless collaboration across the organisation, strong leadership advocacy, and a clear vision that paved the way for transformation. They will set the standard for industry leadership, demonstrating how digital technologies can be harnessed to drive meaningful and lasting organisational change.