Case Study: SKY achieves improved customer experience and streamlined revenue management with Netcracker

SKY Reaches New Customer Service Heights

SKY, New Zealand’s largest pay-TV platform with more than 800,000 subscribers, wanted to stand out in a competitive market by delivering more personalized, digital-first TV experiences. Legacy billing and customer‑management systems limited its ability to roll out new services, empower self‑service and use customer service representatives more efficiently, so SKY sought a modern, cost‑effective BSS to transform sales, personalization and service delivery.

In mid‑2016 SKY upgraded to Netcracker’s newer Revenue and Customer Management solution, gaining enhanced rating and billing, a single customer/product view across multiple addresses, faster delivery of digital services and improved cross‑device self‑service. The upgrade gave representatives better insight into subscriber histories to tailor offers and boost sales efficiency, revitalizing revenue and customer management and delivering more choices and better service to SKY’s customers.

Sky

Quinton McKenzie

Head of Billing and Subscriber Services