Case Study: Sky Deutschland boosts customer satisfaction with Verint Knowledge Management

Sky Deutschland boosts CSAT to 70%+ with Verint Systems

Sky Deutschland, a major German media broadcaster, faced a challenge in its customer support centers. As the company rolled out innovative but technically complex digital services, its 3,000 support agents struggled to resolve intricate customer inquiries on the first call. This was putting pressure on customer satisfaction metrics. To address this, Sky Deutschland turned to vendor Verint Systems and implemented Verint Knowledge Management.

The solution from Verint provided a centralized knowledge repository integrated with Sky's CRM platform. This gave agents immediate access to contextual, accurate information, allowing them to find answers quickly without switching between systems. The implementation led to a significant increase in customer satisfaction to over 70% and an 8% improvement in first contact resolution. Verint's system now helps handle millions of customer interactions annually with greater consistency and efficiency.

Sky Deutschland