(This week I'm re-posting this blog, and using our OCI Language Translation services).
The company and challenges
SKY is a telecommunications company that offers entertainment services in Mexico and Central America. It has a variety of Content, telephony, Internet packages, providing entertainment to its customers in the region.
Sky's main challenge was the need to adapt to the digital age, evolving its care channels to provide a more complete, easy, and innovative experience to its customers.
The company already worked with different Oracle technology solutions to meet the needs of other areas. However, by detecting the lack of automation and agility in customer care, Sky decided to look for a product that would help it meet these challenges.
Why Oracle?
Sky chose Oracle Digital Assistant (ODA) as its new technology solution, powered by the good experience it has had with other company products. This previous link would also ensure a smooth and effective implementation, reducing the time of adaptation and learning for collaborators. Another distinctive aspect was ODA's ability to deliver advanced automation across various digital channels tailored to customer demands. This facilitates agile management of the interaction between technicians and users, contributing to the improvement in the services of the company.
"Oracle Digital Assistant revolutionized our customer service, significantly improving the fluidity of our digital channels, thanks to service automation." Gerardo Ortiz, Manager of Omnichannel and Contact Service
Eventually, Sky highlighted ODA's ability to integrate with the tools and care platforms that were already in use, including other Oracle solutions such as Oracle Field Service. This efficient synergy optimized employee work times and customer service processes.
Results
The adoption of Oracle Digital Assistant boosted customer care by using digital channels like WhatsApp. With the support of Oracle Digital Assistant, Sky optimized its customer service. The online platform, which has a focus on digital media like chat and WhatsApp, enables you to serve multiple users simultaneously, increasing efficiency and improving the experience. In addition, ODA automation and flexibility accelerated response time from 10 minutes to just 2.
In turn, incorporating WhatsApp and other digital media gave customers options to interact according to their preferences, increasing their participation and allowing greater flexibility in communication.
Thanks to these new channels, ODA also allowed Sky to gain valuable insights into its customers' preferences and needs, making it easier to personalize attention, create useful promotions, and register potential subscribers.
Efficiency in operations also improved by automating and integrating Oracle ecosystem tools. Sky has experienced significant agility and versatility by being always up-to-date, reducing request generation time and enabling better collaboration between optimized areas and operations.
"We chose to work with Oracle Digital Assistant for its advanced integration and automation options." Gerardo Ortiz
On the other hand, cloud migration eliminated infrastructure, data centers, and storage costs. Asynchronous communication of written media also reduced operational costs by allowing an agent to serve multiple clients at once. ODA also facilitated tools updating and gave Sky the ability to adapt quickly to market demands, driving innovation and time to market.
The implementation of Oracle Digital Assistant (ODA) was led by Sky and the Oracle team. The process lasted months and was a successful experience. The joint work ensured a smooth and effective transition, optimizing times and processes.
Sky is a Mexican telecommunications company that offers high-quality subscription Internet and telephony services in Mexico and more countries in Central America.
https://www.sky.com.mx/
