Case Study: SKY Brasil achieves faster customer service with Oracle Field Service

SKY improves customer service with Oracle Field Service

SKY Brasil, Brazil’s largest satellite pay TV operator, needed a way to better manage field service across a large, geographically dispersed customer base and 3,600 business partners. Without an automated field service management system, scheduling home visits and technical support was inefficient, making it harder for SKY Brasil to deliver timely service. To address this, SKY Brasil turned to Oracle Field Service, part of the Oracle Customer Experience suite.

Oracle Field Service helped SKY Brasil centralize scheduling, match customer locations with the nearest available technicians, and automatically route assignments. As a result, SKY Brasil now fulfills service requests within 48 hours and uses the tool across 100% of its authorized network. The Oracle solution also improved technician follow-up by enabling on-site recording of material withdrawals, replacing a slower back-office process and increasing overall service agility and quality.

Sky Brasil

Karen Santucci

Head of Planning, Sales and Operations