S3 Group, a global player in enhancing video platforms across connected devices, has been selected by Sky for a test automation solution to enable the pay-TV provider’s field engineers to improve customer visit outcomes in the home.
Sky’s Home Service Field Engineers visit over 3 million customers in the UK every year. As in-home technologies become ever more advanced, being able to accurately diagnose a service impacting fault becomes more difficult. This solution allows Sky’s field engineers to reliably execute a series of tests STB in the home, and quickly isolate whether the fault is in the STB hardware, or a problem with the in-home configuration.
The solution performs a series of diagnostic tests in real-time using an engineer’s existing tablet device to connect to the STB. The results of individual engineering tests are centrally aggregated to enable more effective root-cause analysis of STB failures, and make it easier to identify historically fault-prone components.
“Sky is continuously applying new technology to ensure our customers receive the very best service experience,” said Giles Harvey, Supply Director, Sky. “Getting it right first time is important for customer satisfaction, and operational efficiency. S3 Group have provided a reliable solution for Sky’s field engineers to efficiently test and resolve device faults during a service visit.”