Upload
trinhthu
View
235
Download
5
Embed Size (px)
Citation preview
© 2017 TM Forum | 1
Sky Italia Transforms
Omnichannel Experience
While Modernizing Legacy IT
Gabriele ScarponiCIO
Sky Italia
© 2017 TM Forum | 2
Transforming the Customer Experience for Leading Media Company
All About Sky Italia
Sky Group
▪ Europe's biggest and leading media company
▪ €16b revenue, 30k employees
▪ 21.8m+ customers across Italy, UK, Germany,
Ireland, Austria
Sky Italia
▪ €2.79b revenue, 5.5k employees
▪ 4.7m+ customers and 13m+ viewers in Italy
▪ Multi platform: DTH, DTTV, IPTV, OTT
▪ 150+ channels, 39k+ hrs original programmingResults for FY16 (twelve months ended 30 June 2016)
© 2017 TM Forum | 3
Customer Centricity – Business Imperative for Future Growth
Drivers for Digital Evolution
Project Background:
▪ Economic crisis in Italy pressure on Pay TV as discretionary spend
▪ Faster Promotions and 360°Customer View more important than ever
IT Systems from the 90s not delivering expected business agility and CX
Extended
Customer View
Enhanced
Customer
Experience
Digital
EngagementOmni-channel Analytics
© 2017 TM Forum | 4
The Why: Choice for Salesforce + Vlocity
● Reduce Call Handling Time
● Maximize 1-click Case Resolution
● Business Agility: Reduce Lead Time for New Commercial Offers
● Deliver Omni-channel, Consistent CX
● Business User Analytics
● Native Mobile & Social
Business Goals
Replatform?
Upgrade?
● Leading and Proven Cloud Platform
● High Flexibility, Agility, Scalability
● Vlocity Delivers on Industry-SpecificRequirements
● Social & Mobile First
● Old Era Technology from the 90s
● Additional Products Required to Address New Needs
● Deeply Customized and Layered Through Years
● Fragmented Channels and Interactions
● Outdated and Complex UI
● Absence of a Clear Future Roadmap
High
Investments
without
Strategic Value
Future Proof &
Industry-specific
Business Enabler
OR
© 2017 TM Forum | 5
Salesforce & Vlocity are Strategic Partners for Sky
Digital Transformation Journey
• Digital Marketing
• Predictive Analysis
• Customer Acquisition
• Customer Service
• Customer Change Order
• Digital Field Service
• OTT Customer
Service
• Social Listening• Advertising Sales
• Bars and Hotels
CUSTOMER CENTRIC TRANSFORMATIONB2B
Sales
B2COTT Service
B2C
Social Listening
B2C
Direct To Home
B2C
Digital Marketing
© 2017 TM Forum | 6
New Platform Empowering Business Transformation on 4 Pillars
Architecture drivers
Bu
sin
es
s D
rive
rs
➢ Ease of use ➢ Scalability ➢ Upgradability ➢ IT Agile ➢ Simplified architecture ➢ Support new channels
Interactive &
Streamlined Selling
Leads & Actionable
Insights
Omni-channel
Experience
Customer
Acquisition
Simplify Business
Processes
Improve UX, UI &
Accessibility
Increase NPS
Customer
Service
Omni-channel Buying
Experience
Sustain & Increase
Margin
Improve Up-sell
& Cross-sell
Customer
Change Order
Improved Customer
Experience
Increased Channel
Governance
Digital Work Order
Management
Digital
Field Service
Live with
2,900 Agents
Live with
3,500 AgentsProject is running Live with
1,200 Installers
© 2017 TM Forum | 8
Significant Improvement in CC Productivity, Agent Experience and Key IT Metrics
Business Benefits
● Avg Call Handling Time Reduction:
10.5% average
20% most common activities
● Agent Productivity:
12.5% (+1 call per hour)
● 0 clicks to display most used info customer information
● Reduce displayed fields in agent portal by 60%
● User System Time: Reduction of 80% compared to Siebel
Customer Service IT
● Development & Configuration Cost: Saving 20% on recurring investment in system integration for the application development and configuration
● Infrastructure Investment: Saving 25% on recurring investment in infrastructure components (hyperscale cloud)
● Software Upgrade Management: seamless Salesforce release upgrade. Saving about €1.8m for Siebel major/minor release upgrade, every 4 years
Learn more about
Lightning!
Agent
NPS +41%
“Fantastic Tabs:
Great UI”
“Single Screen:
Customer Info, KM
& tools”
“More Appealing
& intuitive UI”
“Useful &
Quick Icons”
“Understand
Customer Needs
Better”
© 2017 TM Forum | 9
Change Order & Agile Order ManagementTAILORED OFFERING
PROPOSITION TO CUSTOMERS
OPTIMIZE PROCESSES, UX & CX
MULTI-CHANNEL ORDER TAKING PROCESSES,
USABILITY & MOBILITY
EASE PRODUCT CONFIGURATION TO
INCREASE T2M
Increase Up- & Cross-SellingOmni-channel Buying
ExperienceIncrease Customer Experience
Key Benefits expected
Sustain & Increase
Margin
Omni-Channel and Optimized Post-sales Order Management Based on Vlocity CPQ
Change Order & Agile Order Management
© 2017 TM Forum | 10
6 Key Business Processes Will Be Impacted By The Transformation
Change Order & Agile Order Management
CATALOGUE
MANAGEMENT
Review of Catalogue structure to gain
easiness and flexibility
New way to manage changes to Customers’
Consistency through Orders
CHANGE ORDER
& ASSET BASED
ORDERINGWEB SELF-CARE
New and seamlessintegration to improve the customer experience on
digital channels
PROCESS
OPTIMIZATION
Simplification and rationalization of Change
Order processesRETAIL
CHANNEL
Review in terms of UI in order to rationalize the
sales process
ORDER
MANAGEMENT
A new centralized system to process Customers’
Ordersin the background
© 2017 TM Forum | 12
Key Takeaways from the Digital Transformation Journey
Lessons Learned
▪ Early mover has lower risk
▪ Business transformation – customer at the center: not just technical re-platforming, optimize processes
▪ Strong governance makes a difference
▪ Transform in small doses – agile methodology
▪ Equal importance to UX along with UI
▪ Incorporate Large Data Volume considerations early
▪ Industry-specific data model & functionality key to faster time to value and lower TCO