Case Study: Sky improves field service efficiency with FAST LEAN SMART

Sky - Customer Case Study

Sky Deutschland, a leading subscription-based digital TV provider in Germany and Austria, faced the challenge of managing a growing number of in-home installation orders. They required a centralized, scalable scheduling solution to improve efficiency and handle frequent last-minute customer appointment changes. To address this, they partnered with FAST LEAN SMART to implement the FLS VISITOUR and FLS MOBILE products.

The solution from FAST LEAN SMART provided dynamic scheduling and mobile synchronization, allowing dispatchers to react to changes in real-time and giving field engineers reliable data. This implementation delivered significant results, including a 72% increase in productivity, a 42% reduction in call processing time, and a 41% reduction in driving time. Furthermore, the company was able to process three times as many service calls with the same number of staff while achieving a customer satisfaction rate where over 90% rated the service as very good or good.

Sky

Lydia Otto

Director Field Service & Supply Chain