Case Study: Sky Deutschland achieves over 70% customer satisfaction with Verint Systems' Knowledge Management

Sky Deutschland Increases Customer Satisfaction by 70% with Verint

Sky Deutschland AG, a leading German broadcaster with about 5 million subscribers and 3,000 customer service reps across 20 centres, faced rising technical complexity from new services (Sky Go, on-demand) that increased system updates and more technical enquiries. First-call resolution was falling and transfer rates were rising because agents had to switch between a disconnected knowledge base and the Siebel CRM to find answers.

Sky deployed Verint Knowledge Management integrated with its CRM to provide a centralized, searchable knowledge base, decision trees and dynamic, customer-contextualized responses. The solution boosted customer satisfaction to over 70%, cut average call handling time to 8:09, improved first-contact resolution by 8%, streamlined handling of 8.5M calls and 3.1M emails per year, and reduced agent training time.

Sky Deutschland

Robert Wiedemer

Head of eCare Help