BUSINESS GOALS
Sky, Europe’s leading media and entertainment company (and part of the Comcast family), wanted to solve a crucial but often overlooked problem for broadband users: complex troubleshooting. This can cause endless frustration and costs as customers spend hours on the phone with tech support teams to fix technical issues.
But Sky believed there was a better way, and it looked to Boomi to help reinvent its customer support efforts and streamline troubleshooting for the 24 million users of its TV, broadband, and Wi-Fi services.
In a battle for market share in a competitive industry, Sky recognized that customer service was a critical driver to its ultimate success.
Sky’s end goal: convert frustrated customers into enthusiastic fans while lowering costs and boosting revenues and market share.
TECHNOLOGY CHALLENGES
Together, Boomi and Sky created Future Assurance View (FAV), a tool that gives customers an easy-to-access look into equipment issues, then directs them to intuitive guidance for self-service.
Sky trusted Boomi to help deliver FAV smoothly in the UK and in Ireland, before rolling it out across other European countries
To read full download the whitepaper:
Sky Offers Stress-Free Troubleshooting, Painless Customer Service With Boomi