Sky

Sky: Helping customers help themselves

Red Badger are recognised leaders in Agile/Lean methodologies so they could immediately start working and deliver results alongside our internal team.

David Crawford

Head of Software Engineering, Sky

Sky

The project

Enabling Sky to deliver continual improvement across customer services


Challenge

Sky have always focused on delivering exceptional customer service. In striving to continually improve its customer service programme, Sky determined to enhance the use of it’s online self-help tools. Issues are resolved more quickly if customers can troubleshoot them for themselves.

Taking inspiration from Toyota A3 brief

As consumers become more and more digitally savvy the demand for online self help services increases and we want to make sure our customers have the best tools available to help them […] diagnose and solve issues themselves.

David Crawford, Head of Software Engineering, Sky

The quicker these tools are put to use, the faster customers can feedback. In order to maintain the cycle of improvements, the focus lay on delivering high quality services as rapidly as possible.


Solution

Red Badger’s onsite team is focused on improving the online help and support experience by enabling customers to find content, resolve issues, navigate available services and set up their Sky equipment correctly.

Sky is already a leader in the use of agile methodologies and lean ways of working and were determined to work with a partner that could help them to advance these skills. Red Badger brought in an additional Scrum Team, augmented by Sky’s UX/Design resources, to rapidly deliver with an integrated team of UX, design and technology.


Business benefits

Red Badger are recognised leaders in Agile/Lean methodologies so they could immediately start working and deliver results alongside our internal team.

David Crawford, Head of Software Engineering, Sky

Red Badger’s commitment to using the best tools and a highly effective delivery methodology enables its team to deliver on programmes extremely quickly. Programmes are delivered in weeks (not months) and neither functionality nor reliability is compromised by this speed.

In just over five months, Red Badger has delivered four major pieces of customer­-facing functionality, and there is still more in the works. Focused initially on in-home advanced diagnostics, the first customer facing delivery was made in less than three weeks.

The new diagnostics platform:

  • Tripled the number of issues resolved through online self help journey.
  • Doubled the customers serviced by the advanced diagnostics capability.
  • Has serviced half a million customers to­ date.
Step by step guide - Check your router
Step by step guide - Reboot your router

The tech

The team

David Wynne
David Wynne

COO/Founder

Haro Lee
Haro Lee

Software Engineer

Viktor Charypar
Viktor Charypar

Tech Lead

Jon Sharratt
Jon Sharratt

Tech Lead

Olga Loyev
Olga Loyev

Project Manager