© 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)

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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

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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● Outdated and Complex UI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

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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

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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

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New Customer Service User Interface

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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”

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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

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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

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Vlocity Communications Console

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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