Sky reduces customer service time by 80% with Oracle
With support from Oracle Digital Assistant, Sky optimized customer service with a platform that allows multiple users to be served simultaneously, increasing efficiency and improving the overall experience.
“Oracle Digital Assistant has revolutionized our customer service, significantly improving the flow of our digital channels through service automation.”
Business Challenges
Sky is a Mexican telecommunications company offering entertainment services in Mexico and Central America. The company provides a variety of content, telephony, and internet package services, while also offering entertainment to its customers in the region.
The main challenge Sky faced was the need to adapt to the digital age and develop their customer service channels to provide a more complete, easier, and innovative experience.
The company had already worked with various Oracle technology solutions and, upon detecting a lack of automation and agility in customer service, decided to look for a product that would help them address these challenges.
We chose to work with Oracle Digital Assistant because of its advanced integration and automation options.
Why Sky Chose Oracle
Sky chose Oracle Digital Assistant (ODA) as its new technology solution motivated by the positive experience they had with other Oracle products and by ODA's ability to offer advanced automation through multiple digital channels tailored to customer needs. The company has experienced agile management of interactions between technicians and users, as well as improved customer service.
Ultimately, Sky highlighted ODA's ability to integrate with existing customer service tools and platforms, including other Oracle solutions such as Oracle Field Service. This efficiency has optimized team time and customer service processes.
Results
The adoption of Oracle Digital Assistant has boosted customer service with the use of digital channels such as WhatsApp and chat. With this, Sky optimized customer service, enabling multiple users to be served simultaneously, increasing efficiency and improving the experience. In addition, ODA's automation and flexibility accelerated response time from 10 minutes to just 2.
In turn, the incorporation of WhatsApp and other digital media has provided customers with options to interact according to their preferences, increasing their participation and allowing greater flexibility in communication.
Due to these new channels, ODA has also allowed Sky to gain valuable insights into its customers' preferences and needs, making it easier to customize service, create useful promotions, and sign up potential subscribers.
Operational efficiency also increased with automation and integration of Oracle ecosystem tools. Sky achieved significant levels of agility and versatility by staying constantly up-to-date, reducing request creation time and enabling better cross-departmental collaboration and streamlined operations.
On the other hand, migrating to the cloud eliminated expenses related to infrastructure, data centers, and storage. Similarly, asynchronous written communication reduced operational costs by allowing one agent to serve multiple customers simultaneously. ODA also facilitated tool updates and gave Sky the ability to quickly adapt to market demands, driving innovation and faster time to market.
Oracle Digital Assistant deployment was led by Sky and the Oracle team. The process took months and was a successful experience. The collaborative effort ensured a smooth and efficient transition, optimizing timelines and processes.
About the customer
Sky is a Mexican telecommunications company that offers entertainment services, as well as high-quality telephone and internet subscription services, in Mexico and other Central American countries.