CASE STUDY / SKY - COMMUNICATION TECHNOLOGY
OUTSTANDING ON-SITE SERVICE
Sky Deutschland AG is the leading pay-TV company in Germany and Austria with over 3.8 million customers and revenues of more than EUR 1.7 billion.
The results:
- Considerable enhancement: 90% of customers assess field service as good or very good
- Increase of productivity by 72%
- Reduction of order processing time of 42%
- Reduction of driving time by 41%
- Compensated growth: 3x as many calls are processed with the same number of staff
How Sky has achieved success:
The challenges:
- Switch-over to centralised scheduling accompanied by the introduction of a software-based appointment and route scheduling solution as well as a mobile solution
- Growth of the service business must be mapped by the scalability of the scheduling solution
- Short implementation phase and rapid go-live
- Efficient rescheduling of frequently occurring vacant time windows resulting from call changes by the customer in daily business
Sky's most important task is to inspire customers time and again with an exclusive and high-quality selection of programme content and excellent customer service.
THE CHALLENGE
One way to receive Sky services is through the in-home installation of a Sky digital satellite receiver. Sky therefore provides its customers with an in-home installation service. To meet its service targets despite a rising number of orders, Sky decided to introduce a central scheduling system for its service engineers in 2011. Since then, FLS VISITOUR and FLS MOBILE have been responsible for scheduling the appointments and routes of the field engineers...Dieser Text ist eine Weiterführung des vorher beschriebenen Textes und hat keinerlei inhaltliche Bedeutung. Er soll lediglich verdeutlichen, das es weitere interessante, nützliche Inhalte gibt, die nur darauf warten entdeckt zu werden. Bitte laden Sie sich durch Verwendung des Kontaktformulars das komplette Dokument herunter – kostenfrei & undverbindlich …
The results at a glance:
- Considerable enhancement: 90% of customers assess field service as good or very good
- Increase of productivity by 72%
- Reduction of order processing time of 42%
- Reduction of driving time by 41%
- Compensated growth: 3x as many calls are processed with the same number of staff
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Author
JEREMY SQUIRE
UK Managing Director
Call +44 1183 800189
Send email ›
Jeremy Squire is a business leader and solutions consultant with over 20 years experience in field service scheduling and route optimisation software solutions. He is one of Europe's most recognised and regarded voices in field service technology.
JEREMY SQUIRE
UK Managing Director
Call +44 1183 800189
Send email ›
Jeremy Squire is a business leader and solutions consultant with over 20 years experience in field service scheduling and route optimisation software solutions. He is one of Europe's most recognised and regarded voices in field service technology.
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