Sky Italia saves €1.8m with move from Siebel to Salesforce and Vlocity
Sky Italia took to the stage at Dreamforce 2016 to share the results so far of its digital transformation journey, the key to which is a shift away from its ageing Siebel CRM systems and onto Salesforce and Vlocity services.
The new technology has led to a 10.5 percent reduction in call time, equivalent to about 20 seconds shorter calls, along with a 20 percent decrease on the most common activities that service agents carry out.
Gabriele Scarponi, CIO at Sky Italia, was in attendance at Salesforce’s San Francisco bash, where he was able to flesh out the firm’s strategy and more importantly reveal whether the major IT project to replace Siebel with a Salesforce/Vlocity combination had borne results. And the answer to that, happily for Scarponi, is yes.