SKY
Sky uses the Boomi Enterprise Platform to create an innovative application that helps customers quickly resolve service issues, resulting in a big boost to customer satisfaction and savings of £6 million within the first year.
Business goals
British telecommunications provider Sky wanted to improve customer service by resolving technical issues and customer inquiries faster and more efficiently.
The company, which provides broadband and telephone services throughout the U.K., also wanted to offer its customers additional options for troubleshooting.
“We needed to move into something transformational, to connect all of the underlying data sources and process them with intelligent algorithms,” says Olive Perrins, service strategy manager at Sky.
Integration Challenges
Previously, the only way for Sky’s 24 million customers to receive help was to call Sky’s tech support team.
That team was using 21 different tools to run checks on its communication systems. Calls were lengthy and agent recommendations were inconsistent, resulting in frustration all around.
Sky envisioned empowering customers through an intuitive self-service application for troubleshooting, creating an unified view of the disparate systems and technologies running its networks.
How Boomi Helped
After surveying the vendor marketplace, Sky selected Boomi as the platform and “brains” powering its innovative Future Assurance View (FAV) application.
Boomi collects live data from customer equipment, diagnostic applications and business systems. Then it applies configurable business rules and logic, and responds through a simple API. Customers are presented with recommendations on how to solve their issue.
The innovative digital self-service application improved customer service and agent satisfaction — and won the 2019 U.K. National Technology Award for Best Enterprise Project.
Results
The outsized return on investment (ROI) that Sky has realized with its Boomi-powered system includes:
- £6 million in savings in the first year through less call center agent time, fewer engineer service appointments and less replacement hardware
- 40% decrease in support service costs
- 69% increase in digital-first customer engagement
- 75% faster repair times
- 20% reduction in repeat faults
- 55,000 customer service engagements per day
- 190,000 unique customer users per week
- 10 point gain in net promoter score
