CASE STUDY / SKY


OUTSTANDING ON-SIDE SERVICE





Requirements:

  • Switch-over to centralized 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
  • Efficient rescheduling of frequently occurring vacant time windows resulting from call changes by the customer in daily business

Benefits:

  • Considerable enhancement of the service quality: 90% of the customers assess the service as very good or good
  • Increase of productivity by 72%
  • Reduction of call processing time by 42%
  • Reduction of driving time by 41%
  • Compensated growth: Three times as many calls are processed with the same number of staff


More information:
sky,de
Sky Deutschland AG is the leading subscription-based digital TV provider in Germany and Austria with over 3.8 million customers and an annual revenue of more than €1.7 bn. Sky focuses on providing its customers with an exclusive and high-quality package of channels and programs, exciting and innovative entertainment, as well as outstanding 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.



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