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CASE STUDY | 12 MINUTE READ

140% More Customers Self-Service with SkyTV's Revamped Website

Digital broadcaster and telecom provider SkyTV challenged industry disruptors with a redesigned, scalable website harnessing the power of Liferay Experience Cloud Self-Managed (SM).
7+%
Digital acquisition
140%
increase in customers self-servicing
1M+
customers across new zealand
Outline
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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 through Liferay DXP Cloud, and monitoring and high-availability environments ensure minimal downtime during peak hours.

Background

SkyTV is a Top 30 New Zealand-based digital broadcaster and telecom provider connecting over 1 million customers and counting with the entertainment they love on any device they want. 
 
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Challenges

 Hoping to continue their success as a dominant player in the streaming world, SkyTV decided to refresh their website.

SkyTV wanted to resolve these challenges:
  1. 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.
  2. 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.
  3. 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.
With Liferay Experience Cloud SM, [Sky can] scale automatically or on a schedule a lot quicker than we could do before.”
Jacques Hefer
Solution Architect for SkyTV

Implementation

SkyTV had already been leveraging some content management capabilities from Liferay on their website, so the decision to migrate to Liferay Experience Cloud Self-Managed (SM) for simplified deployment and the possibility of business evolution made sense.

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

Post Liferay Experience Cloud SM implementation, SkyTV's development and operations teams have become better aligned by following a DevOps model. This ensures that the IT team is more efficient and agile, able to meet business demands quickly.
   
SkyTV has also reaped the following benefits:
  1. 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.
  2.  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.
  3. 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.
With Liferay, SkyTV can continue offering their customers the ability to watch the entertainment they love and manage exactly what they want from their SkyTV subscription.