The Challenge

Sky has built a strong position in the UK as a satellite television provider but as with so many markets it is being challenged by changes in technology and new entrants. Retaining customers in such a highly competitive and fast changing market is never easy and a key component of customer satisfaction is the reliability of the equipment provided by their broadcast provider. So when Sky asked us to take on the additional responsibility for repairs, we saw an opportunity that would go far beyond simply repairing their Sky Boxes more swiftly and efficiently.

That opportunity was to find out why their boxes were sometimes letting their customers down in the first place.  We aspired to be much more than a basic repair supplier and saw an opportunity that was bigger than simply improving the quality and cost of the repairs process. That opportunity was about reducing the long term need for this process, by capturing the root causes of failure and relaying them back to the manufacturers.