How did Infinity help Sky improve the customer experience by creating a site with a seamless, hassle⁠-⁠free experience?

Find out how

Contents

Sky is Europe’s leading entertainment and communications business with headquarters in London, Munich, and Milan. They have 22 million customers and 57 million products. With 32 sites including contact centres, technology hubs and broadcast centres operating across Europe in UK, Ireland, Germany, Austria and Italy.

Watching the customer experience go sky high by leveraging key insights from call data

Watch the video now.

The objective

Sky's primary objective is to create a site, sky.com, that allows customers to achieve everything they could possibly want without having to contact them via another channel. They want to achieve a one-stop shop - a seamless, hassle-free experience for all customers.

The Solution

By using Infinity, Sky are now able to run AB tests on content in any part of their digital estate and, by integrating the call event into their Adobe Analytics data, they can measure the impact of this change on solving customer queries. This means Sky know exactly how to adapt content to make it as useful, intuitive and helpful as it possibly can be - deflecting calls by solving the customer’s problems there and then.

What the client says

If you rely on understanding the phone calls made from visitors to your website, then not having call tracking is effectively flying blind. If you want to improve your customer experience, it’s important you understand that data. Working with Infinity has enabled us to better serve and improve the overall experience of our customers. The successful partnership has opened up a range of possibilities for collaboration in the future which we are really excited about.
Jonny Longden | Head of Digital Optimisation, Sky

Book a demo today to learn how we can help you accelerate your sales and marketing strategy.

Ready to unlock real audience insight at scale?

Discover how our call intelligence will help you

Book a demo

Recent case studies

Case Study thumbnail: Motorpoint | UK

Motorpoint | UK

Discover how Motorpoint, the UK’s leading independent retailer of nearly new and used cars, is using call data to drive lead gen efforts.

Read case study

Case Study thumbnail: Circle Health Group | UK

Circle Health Group | UK

Discover how a smart integration with an advanced tech stack led to an award-winning shift in marketing culture for this leading healthcare company.

Read case study

Case Study thumbnail: Stoneacre Motor Group

Stoneacre Motor Group

Find out how leading automotive dealership group, Stoneacre, used Infinity to fuel their sales engine by tripling PPC sales calls and boosting AOV by 21.1%.

Read case study

Case Study thumbnail: NFU Mutual

NFU Mutual

Find out how Infinity’s Smart Match solution helped leading specialist insurance company, NFU Mutual, optimise their marketing campaigns to improve call quality and grow revenue.

Read case study

Case Study thumbnail: Southern Sheeting

Southern Sheeting

Find out how the building materials specialist used Infinity’s Smart Match solution to increase and improve PPC campaign performance.

Read case study

Case Study thumbnail: Specsavers

Specsavers

Find out how Specsavers used the Infinity platform to gain a clear picture of the customer journey to open up new opportunities and transform their marketing campaigns.

Read case study

Case Study thumbnail: Pendragon UK

Pendragon UK

Find out how Pendragon leveraged their call data to drive better customer experiences while reducing their CPA by 63.8%.

Read case study

Case Study thumbnail: Ontrack

Ontrack

Learn how the world leaders in data recovery, Ontrack, doubled calls from PPC and drastically improved lead quality.

Read case study

Case Study thumbnail: Answer4u

Answer4u

Discover how one of the UK's most trusted contact centres used Infinity to drive lead generation and annual net profits.

Read case study

0333 0600 118