SOURCE: Vlocity

Vlocity

June 21, 2017 09:00 ET

Sky Italia Deployment of Vlocity Communications, Built on Salesforce, Overhauls Legacy CRM System, Improves Customer Service and Saves Millions Each Month

Industry Cloud Software from Vlocity Delivers 360-Degree View for Each of Sky Italia's Five Million Customers

SAN FRANCISCO, CA--(Marketwired - Jun 21, 2017) - Vlocity, Inc., a leading industry cloud software company, today announced that Sky Italia, a leading digital satellite television platform in Italy, has successfully deployed Vlocity Communications, built on the Salesforce Platform, across its organization to achieve its digital transformation objectives, saving millions of euros annually on recurring infrastructure and software management costs. Sky Italia has reinvented the customer experience for its five million customers with Vlocity's omnichannel communications solution at the core of this transformation.

Sky Italia's new cloud-based CRM system supports nearly 8,000 contact center, sales, marketing and back-office users. Vlocity Communications runs 80 percent faster than Sky Italia's legacy CRM application and walks customer agents step-by-step through the most common service transactions, such as product questions, service and billing inquiries.

By implementing cutting-edge industry cloud software from Vlocity and Salesforce, Sky Italia benefits from a unified service console that provides agents with a 360-degree view of each customer relationship, as well as:

  • Reduction in average call handling time by 15 percent, which exceeded Sky Italia's business case
  • A 20 percent reduction in development and customization costs
  • A 25 percent reduction in infrastructure costs
  • Reduced agent training time by 70 percent

"Our primary means of interaction with customers takes place through our contact center, where thousands of Sky Italia employees field 40 million inbound customer requests every year. Our ability to successfully manage this volume of customer support is in large part because of the systems we've put in place with Vlocity since our initial deployment over two years ago," said Umberto Angelucci, chief technology officer at Sky Italia. "We've seen immense value in the switch from our legacy CRM system to Vlocity, and have saved millions each year in training and IT costs; most importantly, our customers have increasingly effortless, efficient and positive interactions with Sky Italia."

Later this year, Sky Italia plans to roll out additional digital and mobile services through Vlocity that will make it possible to manage hundreds of simultaneous omnichannel promotions. These new applications are offered as part of Vlocity's newest product -- Vlocity Communications Retail -- which enables communications service providers to deliver efficient, unified experiences across retail, digital and traditional service channels.

"Our long-standing partnership with Sky Italia, and the success they've seen over the past couple of years, is just one example of how companies can achieve their digital transformation goals with the right tools," said Dan Ford, vice president and general manager of Communications and Media at Vlocity. "Sky Italia receives some of the highest customer satisfaction scores amongst Italian media companies and we see them as a showcase for the benefits of Vlocity's industry cloud. Our deployment with Sky Italia checks all the success boxes for enterprises -- increased uptime, reduced costs and superior customer satisfaction."

To learn more, check out the Sky Italia customer success video: https://vlocity.com/community/sky-italia-transforms-customer-experience

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About Vlocity, Inc.
Vlocity, a leading industry cloud software company, empowers companies to deliver unified, industry-specific customer experiences. Vlocity industry cloud apps are modern cloud and mobile software that embed industry-specific functionality, best practices, and business processes for customer-centric industries. Built in partnership with Salesforce, the world's fastest-growing top-five enterprise software company and the #1 CRM provider globally, Vlocity industry cloud apps leverage the omnichannel capabilities of the Salesforce Intelligent Customer Success Platform to enable companies to achieve faster business agility and time-to-value from the cloud.

About Vlocity Communications & Media
Vlocity Communications & Media takes advantage of the omnichannel capabilities of Salesforce's Service Cloud to deliver the Communications industry's first cloud BSS. Vlocity Communications includes comprehensive enterprise product catalog, CPQ (configure-price-quote), contract management, order management and retail store functionality, and a comprehensive online library of pre-built sales, marketing, service and billing inquiry management processes based on industry best practices. Engineered specifically for communications service providers, Vlocity Communications conforms to TM Forum industry standards, and integrates flexibly with third-party systems through pre-built APIs and web services. Learn more at https://vlocity.com/communications and follow us at @vlocity.

Contact Information

  • Media Contacts
    Bhava Communications for Vlocity
    Brianna Galloway
    Email Contact
    510-356-0013