Join us on December 2 to experience Sky Italia’s complete journey.
Customer’s expectations within today’s modern world have reached unprecedented levels of white glove support delivered instantaneously across all channels and devices of interaction.
Sky Italia, the Italian digital satellite television platform owned by Sky Plc Group, reigns as a recognized innovator in the delivery of compelling pay TV. Sky Italia’s success is accredited to their ability to meet this new definition of customer service for their 21 million European customer base – made possible through the recent modernization of their legacy IT systems.
To address the need for an IT system upgrade, Sky Italia had two options: A daunting migration to a net new platform or a substantial re-investment into the existing infrastructure with no foreseeable return or roadmap. To realize their vision of a social omni-channel platform that accelerates promotions and upsells, with a reduction in call handling of 20 percent, the transition to a new platform was inevitable.
Sky Italia knew the answer was to move from on-premise systems to the cloud with Salesforce.
However, the process to retire your invaluable IT infrastructure is a monumental and resource intensive challenge. Through a dynamite partnership between Vlocity and Salesforce, Sky Italia gradually excelled through the daunting transition. The results? With a 50% costs savings results in year one, there is no looking back.
In modernizing their IT infrastructure, Sky Italia now continually delights its customer base of more than 21 million users, and boosts customer NPS with industry-specific Cloud solutions. The agent experience has been transformed, yielding a lower TCO and increased contribution to the bottom line.
To experience the journey in its entirety, join us on December 2 with Gabriele Scarponi, Head of CRM Systems at Sky Italia, Dan Ford, General Manager & VP Communication & Media, Vlocity, and Tony Colon, VP, Services Practice, Salesforce to connect directly to learn how you can receive these same results for your business.