Sky Italia Transforms the Omni-Channel Customer Experience

Sky Italia Transforms Customer Experience

In this [VIDEO] Sky Italia, Vlocity and Salesforce executives share the results of Sky's digital transformation journey and the company's shift away from aging legacy CRM systems.

Sky quickly surpassed its productivity improvement and IT cost reduction goals, and is improving customer satisfaction.

Sky agents using Vlocity/Salesforce now require 70% less training time, are handling calls 20% faster, and are 13% more productive than they were using Oracle Siebel CRM.  Sky has also reduced its IT infrastructure, development and maintenance costs by millions of dollars each year, and is reinvesting this capital in cutting edge content and in improving customers' viewing experience.

"Sky has always pursued cutting-edge technology to provide our customers the best possible TV viewing experience," said Sky Italia Chief Technology Officer Umberto Angelucci. "By standardizing on Vlocity and Salesforce, we now use best-in-class, industry-specific cloud applications to engage our customers in new ways that enhance the customer experience, loyalty and profitability."

Dan Ford

VP / GM Communications & Media

Dan Ford leads the Communications & Media business for Vlocity. Dan began in product management and sales for GTE (now Verizon) and AT&T. He joined Siebel Systems to develop CRM applications for the Communications, Media, and Energy (CME) industries. Dan ran marketing for Rearden Commerce and Oracle’s Communications Global Business Unit. Dan received an MBA from Wharton Business School, an MA in International Studies from the University of Pennsylvania and a BA in Economics from Stanford University.