Tata Sky Processes 1 Million Customer Requests per Day, Resolves Queries 25% Faster
 
 

Tata Sky Processes 1 Million Customer Requests per Day, Resolves Queries 25% Faster

  • Oracle Customer:  Tata Sky Ltd.
    Location:  Mumbai, India
    Industry:  Communications
    Employees:  1,200
    Annual Revenue:  $500 Million to $1 Billion

Tata Sky Ltd. is a leading, national direct-to-home (DTH) satellite broadcasting television service provider in India. The company provides and installs set-top boxes offering picture, sound, and interactive services for television, as well as high-definition content channels and recorders, and video on demand.

Tata Sky operates an extensive customer-service network to support its more than 7 million national customers. The network includes service installations; a 24-hour call center service; and multilingual customer service staff. Incorporated in 2004, the company is a joint venture between Tata Group and STAR India, and currently holds the largest market share in the national DTH, business-to-customer market. It has 25 offices across the country.

To remain India’s satellite television service provider of choice, Tata Sky wanted to improve its internal, customer-order management system, so it could respond to a growing number of customer phone queries and requests for its satellite broadcasting television services. The company implemented Oracle GoldenGate to provide real-time data integration and Oracle Business Intelligence Standard Edition for reporting and analytics. It is running the applications on SPARC T4-2 and SPARC M9000 servers.

The Oracle solutions enabled Tata Sky’s customer service staff to access, retrieve, and update customer queries and process requests and payments in real time. Tata Sky can now resolve customer phone queries in less than three minutes on average, compared to four minutes previously; process 1 million requests each day, compared to 100,000 previously; and provide more accurate customer service and assistance over the phone, 24 hours a day, seven days a week.

 
 

 
 

Challenges

A word from Tata Sky Ltd.

  • “We have used Oracle’s world class products from the start to help us become a leader in India’s direct-to-home market and to support our business growth. We can now process 1 million customer requests per day and resolve queries 25% faster.” – N. Ravishanker, Chief Information Officer, Tata Sky Ltd.

  • Improve its customer call center services by enabling staff to respond to more calls per day and reduce average call-handling time
  • Upgrade the customer-order management system to enable staff to access, retrieve, and update customer data faster and in real time, and provide customer service assistance 24 hours a day, seven days a week
  • Reduce time to process customer requests and payments for new channels, plans, or packages, to deliver new services to customers immediately

Solutions

  • Processed 1 million customer requests made daily by phone, compared to 100,000 previously
  • Resolved customer queries 25% faster—in less than three minutes on average compared to four minutes previously—by updating customer profiles and processing requests in real time
  • Improved, by 20%, the tracking and recording of customer complaints made over the phone, by automating its interactive voice response database to record calls in real time
  • Provided more responsive customer service over the phone, 24 hours a day, seven days a week, by moving data to a reporting database to provide staff with accurate, up-to-date customer information in real time
  • Enabled customers to access new services or re-activate service payments in real time
  • Reduced data processing speeds and system downtime to deliver customer-service assistance around the clock
  • Ensured the customer-order management platform could scale to meet the increasing number of customers and up to two million orders a day
  • Generated approximately 700 new marketing and services analytics reports, which weren’t available previously, using Oracle Business Intelligence Standard Edition
  • Accelerated the system reboot process and improved patch management using Solaris 10

Why Oracle

Tata Sky has been using Oracle products since its inception. The company is running an IT infrastructure that is almost 100% based on Oracle.

“We chose Oracle for our IT infrastructure, as its products are world class and optimized to handle large numbers of transactions,” said N. Ravishanker, chief information officer, Tata Sky Ltd. “Oracle can deliver the scalability and performance we need to integrate and upgrade our systems and applications to meet our growing business and customer needs.

“With Oracle, we have grown to become India’s leading, national, satellite broadcasting television service provider. We will definitely continue use Oracle products in the future to help us meet our goal of processing 3 million requests per day.”

Implementation Process

Tata Sky engaged Oracle Diamond Partner Tata Consultancy Services Ltd. (TCS) to implement Oracle GoldenGate, Oracle Business Intelligence Standard Edition, and the SPARC T4-2 servers. The implementation of Oracle GoldenGate and the SPARC T4-2 servers took three months to complete—both went live in July 2012. The implementation of Oracle Business Intelligence Standard Edition took nine months, going live in June 2012.

TCS customized aspects of Oracle GoldenGate and Oracle Business Intelligence. The project was delivered on time and on budget.

Partner

TCS provided Tata Sky with complete system integration services, including testing, consultation, implementation, customization, training, and post-implementation support. The company has been Tata Sky’s system integrator for the past seven years.

“We have worked with TCS on a number of IT projects over the years and the team is experienced in implementing large-scale Oracle solutions in the DTH space,” Ravishanker said. “We are happy with the service they’ve provided and will continue to partner with them in future.”