SKY : The problem defined

In 2010 Sky realised that its 3 sales channels were cannibalising each other. Their internal sales and marketing teams were competing for the same customers using offers and pricing discounts. There was high costs and slow time to market. They needed a new Product Catalogue that would bring them into the 21st Century. 

The first year of  a £60 million business transformation and technology programme of work  to create a "Single Sales Process" for all of Sky’s sales touch-points was signed off. The goal was to change the sales journey in Call Centres where an existing process was unfit for purpose.  It delivered a poor customer experience with low NPS, high OFCOM compliancy issues, excessive time to launch new offers to compete with increasing competition in triple play market, no data capturing and overall a very high cost of sales (AHT).

The agents in the call centres were overloaded with software to use. The interface did not match their training. The training was time consuming. New starter training classes were full – with 3 classes of 12 running concurrently – some agents never made it through the training to the floor and even more left within 3 months. HR costs were high. 

Canvas had been hired to set the UX strategy, recruit and manage the team, manage stakeholders, ensure UCD was followed and deliver a successful product.