2. At Sky we want to offer the best service in the UK and we will do this by working together as one team, making
things brilliantly easy for our people and customers; while staying at the top of our game.
Sky is Europe’s leading entertainment company. The group serves 21 million customers across five countries: Italy,
Germany, Austria, the UK and Ireland. We offer the best and broadest range of content, deliver market-leading
customer service and use innovative new technology to give customers a better TV experience, whenever and
wherever they choose.
Directly employing 30,000 people at Sky UK and supporting a further 115,000 jobs in 27 locations throughout the
UK, Ireland, Bulgaria and India; our people are at the centre of everything we do.
Who We Are
3. With over 5000 members of our team working out in the field and never stepping foot in an office, senior leadership
need more than ever to stay close to their teams right across the UK, Ireland, Bulgaria and India we needed a
solution to bring our people closer together, our employee community really enables us to
Connect.Collaborate.Communicate.
Why Salesforce Chatter
4. From Adoption to Addiction
Testing the Water
Dec 2010 – July 2012
Small trial with a group of leaders and
managers
Best practice sharing between
Broadband support
Pilot connecting advisors, leaders and
engineers
LAUNCH DAY - 11th December
2012
Soft Launch to all Internal employees and
Strategic Partners - No Mandatory sign up
Activated users reached 7,600 at the end
of Day One
Letting Chatter Shine for everyone
April – September 2013
The launch of our employee community to
our 4000 field engineers who primarily
access through Salesforce1 app;
pre-loaded on their iPads.
Internal recognition scheme ‘Shine’ is now
integrated with the employee community
(work.com style badging)
Custom Solutions Feb 2014
Implementing a technology solution to allow
all our Advisors, Engineers and Retail staff
report technology issues direct to the teams.
The Chatter Yak Jan 2013
#AskBob – Senior managers take to
the floor in a community Q&A –
flattening our hierarchy
TalentYaks – building brand advocacy
by connecting Sky Talent to all
employee community users..
Making NPS Social July 2014
The launch of the NPS exchange, using the
Ideas platform to create a best practice
culture and using groups to field customer
escalations and support.
5. The Numbers Game
994, 586
Logins in the
last 30 days
56, 716
Comments
made in last
30 days
30,035
Posts in last
30 days
27, 937
Active
Users
220,880
Chatter
messages
sent in April
A post or
comment every
18
Seconds
28%
Lurker
Rate
68,763
Knowledgeable
endorsements
6. The Community Anatomy
Customer Operations
Contact Centres
Our main user base
currently made up of all
contact centre employees
including partners at
Webhelp, Firstsource and
D&G.
Current use cases include:
• Collaboration between
teams and departments
• Real time updated from
Ops control
• Internal comms
support/ marketing
campaigns
• Customer resolution
including NPS exchange
• RADAR application
technical support
Home Service and Supply
Our second most active
user base, mobile app
enabled field teams for the
first time in contact with
support and contact
centres at the touch of a
button.
Current use case include:
• Working together ethos
In private group spaces
• Advice and customer
resolution through
connections with
contact centres
• Delivery of briefs and
internal Comms
• Crowdsourcing through
collaboration
Sky Retail
Currently adopting Sky
Chatter mainly through
mobile usage. Viral on
boarding process with
clear group structure to be
determined on a user
driven basis.
Use cases to be developed
over time include:
• Bringing them closer to
the operations
• Allowing them to
connect, communicate
and collaborate as one
team for the first time
• Drive a wider
understanding of the
business
Sky Corporate (Non CSG)
Chatter is also adopted by
but not limited to; NOW
TV , Sky Business,
Technology, Finance and
Sky Betting and Gaming.
Each area has driven their
own adoption locally with
the support of the
Community Team and
therefore has their own
individual use case. These
are currently made up of 3
key areas:
• Connecting – Creating
specialist networks
• Collaborating –
Working together as
teams
• Communicating
communicate changes
and updates but also as
an Internal Comms
channel
7. Creating Community Addicts
RADAR Custom object
Providing solutions to technology
issues in response to the community
need
NPS Exchange
Best practice sharing and customer
resolution, coupled with badging
Hobby and Interest groups
Building community networks
through shared interests across sites
and countries.
8. Making Sense of the Chatter
With a post or comment every 18 seconds it has never been more
important for us to be able to listen to the community.
Surfacing Hot Topics, New Issues, Outages and Trends, whilst
understanding the sentiment and quantifying this information is at the top
of our wish list.
