140% More Customers Self-Service with SkyTV's Revamped Website
Key Takeaways
- Redesigning your website with a more modern look and feel nets tangible benefits.
With the new zero-touch end-to-end integration, easily searchable and continuously updated content display, and exclusive add-ons for subscribers, SkyTV has seen cart acquisition jump to over 7%. - Offering more self-service options takes the pressure off customer service.
Since SkyTV enabled customers to manage and make purchases from their own accounts, 140% more customer transactions are digitally self-serviced, and calls to the customer call center have decreased. - Scaling is crucial for fast-paced, evolving markets.
Previously, SkyTV deployed changes every three weeks, making scaling for special events difficult. Now, changes are deployed daily, and monitoring and high-availability environments ensure minimal downtime during peak hours.
Background
Challenges
SkyTV wanted to resolve these challenges:
- Their website was dated and kept users from making purchasing decisions. Competitors had websites with a simplified UI and modern functionalities that made it easy for users to find what they need, but SkyTV’s website didn’t live up to increasing user expectations across the entire customer lifecycle.
- Call centers were burdened trying to manually support customers. The original website didn’t include many self-service options, which meant call center operators had to field every customer question and sale.
- A monolithic on-premise platform made scaling difficult. The existing CMS required slow, manual deployments and custom code, so maintenance was difficult and time-consuming, with deployments happening every three weeks. Special events, like PPV, saw an uptick in traffic that required easy scaling.
Implementation
Intergen assisted SkyTV through the rollout process, which took only ten months and happened in two phases. Critical to the success of the implementation was the Getting Started with DXP Cloud Journey.
Results
SkyTV has also reaped the following benefits:
- Cart acquisition has increased to 7%. The website redesign includes an enhanced user experience and zero-touch end-to-end integration, with a content display that’s always updated and easy to browse as well as new and existing customer add-ons.
- Customer self-service has increased 140%. A new section of the website for logged-in users called My Account offers self-service options for account management and purchases, reducing the number of call center calls.
- Auto scaling and an integrated CI/CD pipeline mean a faster time to market and better preparation for special events. Now development updates and content releases can happen 1-2 times per day, instead of once every three weeks. Scaling can be configured automatically or on a schedule, meaning SkyTV can meet increased demand during peak times.