Articles
Intermec Supports British Sky Broadcasting Customer Service
May 22, 2009
•Case Study: Intermec Supports British Sky Broadcasting Customer Service
By Intermec, Inc.
Sky engineers complete between 12,500 and 20,000 jobs throughout the country each day, which equates to some 4-7 daily customer home visits per engineer. In order to work effectively, they need a solid communications system: How can the Sky main office provide its engineers with their daily job schedules and the necessary accompanying details? How can it efficiently communicate with its engineers throughout the day? How can the engineers easily contact the customers whose homes they must visit?
Sky had been equipping its engineers with PDAs but was interested in exploring other options. Because these devices were consumer-grade products, they were fragile and broke relatively easily. The batteries on the devices also degraded rapidly, lasting only 3-4 hours if they were not charged between customer visits. This required Sky to not only frequently replace the batteries but also to purchase in-car chargers for all of its engineers. It also meant that if a charger was broken, the engineer could not use their device.
In order to provide its engineers with the most robust communications equipment available, BSkyB purchased 2,100 Intermec CN3s. The CN3 is an industrial-class handheld computer with integrated WiFi, Bluetooth, GPS and a choice of WAN radio (GSM/EDGE or 3G CDMA/EV-DO). Specially designed to withstand the rigors of industrial environments, these rugged devices are resistant to shocks, water and dust. They also have a 13-hour battery life for use while on the road, making them highly dependable.
The Intermec CN3's increased reliability means that BSkyB is able to provide its customers with the most accurate information possible regarding the arrival time of the engineer. BSkyB uses the CN3 to send its engineers the details of their jobs for the following day: The engineers can then call the customers to give them the time window in which they expect to arrive and to make sure the customer will be home at that time. If the engineer is delayed for any reason during the course of the day, they can call the customer to inform them.
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