Case Study: SKY Mexico cuts MTTR 45% and help-desk tickets 30% with meshIQ (Nastel AutoPilot)

Sky Mexico Uses Nastel AutoPilot for Realtime Proactive Monitoring

SKY Mexico was struggling with real-time monitoring across its DTH services and customer-facing systems (ERP, CRM, billing, IVR), which led to online order fallouts, increased help-desk load, and poor customer experience. To address these challenges, SKY Mexico engaged meshIQ to implement Nastel’s AutoPilot (installed by reseller BizPro) to provide a centralized, proactive real-time monitoring solution.

meshIQ deployed AutoPilot’s single dynamic dashboard, probes and experts for key apps (including SAP and Siebel), and its CEP engine to detect and alert on transactional problems before customers were affected. As a result, SKY Mexico gained end-to-end transaction visibility, improved capacity planning, reduced help-desk tickets by 30%, cut Tier 3 incidents by 70%, and improved mean-time-to-repair by 45%, while also achieving scalable support for future triple-play services.

SKY Mexico