Tata Sky Creates Visibility and Improves Efficiency Media Company Takes Control of Customer Needs
SUCCESS STORY: TATA SKY Tata Sky creates visibility and improves efficiency Media company takes control of customer needs Tata Sky offers their Indian viewers a world- “In the U.S., a customer pays about $80 to get class television viewing experience through cable TV services, but in India, it’s about $4. their satellite service. Offering superior digital It’s extremely competitive and we can’t be in quality picture and sound, Tata Sky aims to the business to answer phone calls,” said N. empower the Indian viewers with choice, control Ravishanker, CIO, Tata Sky. “We need to provide Customer : Tata Sky and convenience through a wide array of great customer service as well.” Industry: Media programming choices and interactive features. Location: Mumbai, India Viewers can enjoy a variety of channels ranging Tata Sky had outsourced their customer from entertainment, sports, movies and experience operations and were looking to Challenges: music to news and documentaries. Based in in-source their technology to gain better • Better control over outsourced business Mumbai, Tata Sky has established themselves control of business process outsourcing (BPO), processes and resources as a leading direct-to-home (DTH) service and to offer flexibility to distribute calls with • Find an integrated system that’s easy to provider in India. multiple service providers. They had a shared configure and offers centralized reporting infrastructure from the BPO, which did not meet • Increase worker efficiency rate from the the growing needs of their customers. Tata Sky legacy system 30% Taking back control needed an integrated system that was easy to • Reduce TCO configure, offered centralized reporting and had Tata Sky, incorporated in 2004, and a joint decent outbound capabilities.
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