Customer Success Story
Media and Entertainment
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 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