Sky Italia Transforms the Omnichannel 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."