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Sky launches new website

Sky TV modernises its customer website and adds self-service functionality


Project Snapshot

Sky

Location:
Auckland, New Zealand

Industry:
Other Sectors

Project Challenges

An ageing website that was located on-premises and used outdated technologies

The Solution

Lift and shift Sky’s entire portfolio of websites onto a new, modern platform and adding self service capability

Results

70 per cent increase in digital account upgrades

Download case study

Monolithic system needed to give way for business agility

Sky relied on an ageing website that was located on-premises and used outdated technologies, restricting the business’s ability to innovate. The business was unable to add a mobile app or make changes to the site due to its monolithic structure and age of the technologies.

The Sky team wanted to add customer self-service capabilities to the website to help reduce the burden on its call centre. The old website provided only the most basic account information for customers, whereas Sky wanted customers to be able to upgrade and sign up for new services, change their preferences, and more, via self-service on the website. However, the existing website infrastructure wasn’t capable of providing this functionality.

Mark Williams, project manager, Sky TV New Zealand, said, “The previous architecture offered no agility from a delivery perspective. From a technology and security point of view, Sky wanted to move to the cloud with Software-as-a-Service for hosted content management systems (CMS) and break that monolithic system down into smaller components. This would let teams work in parallel and increase overall business agility.”

The Sky team was also preparing to introduce fibre broadband to the New Zealand market and needed to be able to streamline its customer provisioning and support by offering more self-service options online rather than overwhelming the call centre.

Monolithic system needed to give way for business agility

“The relationship with Intergen had remote work baked in, so the project didn’t take a hit when lockdowns occurred. Working remotely happened seamlessly, and it also meant that Intergen could call in talent from Australia to contribute to this project. Together, we hit the tight deadlines required by this project and successfully delivered everything that was asked for.”

— Mark Williams, project manager - Sky

New website delivers on all fronts

After successfully migrating Sky’s websites to a modern platform, the business has begun seeing significant benefits. For example, there has been a 25 per cent reduction in sales calls to the call centre due to the improved self-service capability on the site. Digital conversion has increased from four per cent to eight per cent, while there has also been a 70 per cent increase in digital account upgrades.

The Sky website was upgraded in just eight months, with the broadband product offering completed in the following six months. This would have been impossible previously and it was all accomplished with most Intergen team members never stepping foot into the Sky offices.

Mark Williams said, “Ordinarily, I would rather have the team

onsite; however, COVID-19 changed that. The relationship with Intergen had remote work baked in, so the project didn’t take a hit when lockdowns occurred. Working remotely happened seamlessly, and it also meant that Intergen could call in talent from Australia to contribute to this project. Together, we hit the tight deadlines required by this project and successfully delivered everything that was asked for.

“Security and agility were squarely delivered. There is still plenty more upside to optimise what was delivered and make incremental improvements. The old architecture would not have allowed us to do this; however, with the new platform in place, we can continue adding new features and functionality. This will let us further refine the customer experience and potentially see even better results from the website.”

%

increase in digital accounts

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