Specialist Field Service Solutions to Mobilise Large-Scale Workforce for Sky Italia
It has been announced today that cloud-based field service management solution provider ServiceMax has been chosen by Sky Italia to digitise its entire range of field service activities, to improve customer satisfaction, increase efficiency and reduce service costs by 20%.
As a subsidiary of Sky plc, Europe's leading investor in television content, Sky Italia has 4.74million customers, and carries out more than a million service visits a year through its various service partners.
As a result of this strategic implementation, ServiceMax will be used by 1,500 service partners and 200 Sky Shop outlets, to manage the dispatch of technicians, automate work orders, and enable cross-sell and up-sell opportunities.
ServiceMax will replace Sky Italia's existing field service solution, and was selected based on its ability to deliver end-to-end field service functionality for both online and offline mobile applications, seamlessly integrate with Salesforce CRM, scale easily for sales and service, as well as provide ease of use for both internal shop outlets as well as external technicians.
ServiceMax's cloud-based apps will allow technicians to stay perpetually connected and have secure access to customer information 24/7/365 on any device from any location. This project, which will be implemented by Deloitte, is due to go live during the summer, and is set to be deployed on both Android and iPad tablet devices.
"ServiceMax gives us a complete field service solution with mobile apps that are ready to use, and fits perfectly with our Salesforce Service Cloud strategy," said Umberto Angelucci, Chief Technology Officer of Sky Italia. "By digitising work orders we can accelerate time-to-service, reduce manual errors through a standardised mobile tool, increase the quality of service by equipping technicians with all the information required to perform the job on site quickly, and reduce time spent on administrative paper-based tasks. This will not only reduce our service delivery costs, but also drive revenue by empowering technicians to take orders in the field, if customers wish to upgrade to additional services."