Case Study: Sky achieves $7.8M first-year savings and 67% more online customer interactions with Boomi

British Media Company Realizes Massive ROI With Boomi-Powered Customer Self-Service

Sky, one of Europe’s leading media and entertainment companies (part of the Comcast family) faced a common but costly problem: complex broadband and Wi‑Fi troubleshooting that frustrated customers and drove up support costs across its 24 million users. In a competitive market where service quality drives retention, Sky wanted to convert frustrated customers into fans while lowering costs and improving digital engagement, so it partnered with Boomi to rethink how technical issues are diagnosed and resolved.

Boomi built the Future Assurance View (FAV) tool—powered by a flexible workflow and rules engine—into the My Sky app and Sky.com to aggregate data, run real‑time tests, and pull router information to diagnose issues and recommend self‑service fixes. The rollout cut inbound calls by 15%, increased online customer interactions by 67% (85% of customers now engage digitally), handles about 188,000 transactions a week, and delivered $7.86 million in first‑year savings on a $1.3 million investment, along with a 10‑point NPS gain and the highest customer satisfaction rating among UK telecoms.

Sky

Simon Hunt

Head of Broadband Improvement