Case Study: Sky achieves fewer contact centre calls and major cost savings with Infinity Tracking

How Infinity helped Sky solve their key objective - to create a site which allows customers to achieve a seamless hassle-free experience

Sky is Europe’s leading entertainment and communications business, operating from headquarters in London, Munich and Milan with 22 million customers, 57 million products and 32 sites across Europe. They faced a challenge: routine customer queries coming from their website were overloading contact centres and draining resources, so they needed to reduce basic, resolvable calls while maintaining speed and accuracy of support.

Sky worked with Infinity to measure call length and source, integrate call data with Optimizely and Adobe Analytics, and deploy dynamic numbers that scaled with web traffic. Using those insights to run A/B tests and iterate the site, Sky substantially lowered the number of contact-centre calls from the website over six months, generated operational efficiencies, freed agents to handle complex queries and expanded the solution across the site to multiply savings.

Sky

Jonny Longden

Head of Digital Optimisation