Customer Story
Highlights
Log-in support chats reduced by 93%
Log-in success rates improved to 53% and counting
Savings of $240K for Sky Brasil in support costs
Sky Brasil Reduces Costs and Improves Service to Millions of Users
Summary
Sky Brasil was experiencing a major increase in demand, which equated to an increasing user base using an increasing number of log-ins as new customers were added and existing users purchased more services. Sky Brasil wanted to streamline the log-in process and deliver more self-service tools with the goals of improving the customer experience and reducing costs.
Every customer, like parents and kids, have different journeys and intelligence is the first part of understanding that experience. It's a data-driven exercise and ForgeRock is allowing us to do that.
Ganesh Kandan, Director of Technology
Sky Brasil
More About Sky Brasil
Sky Brasil is the largest pay TV operator via satellite in the country. Since its opening in 1996, it has distributed 100% digital programming to its subscribers throughout the national territory. It has more than 5.3 million customers, which represent just over 28% of all pay TV subscribers in Brazil.
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