Sky Network Services

Sky Network Services have a team of highly skilled engineers servicing thousands of sites across the UK. Covering thousands of miles a week, Sky was looking for a way to increase efficiencies through allocating the right engineer in the right place at the right time. Sky wanted a dynamic tool that could identify the optimum job schedule based on engineer skill matrix, geographical location, duration of job and priority.

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The Challenge

Sky previously scheduled their engineers’ time by using a manual system that consisted of paper, Excel and email.

With engineers travelling thousands of miles each week, covering 2,800 exchanges, the inflexibility of a paper-based process made scheduling very difficult. Furthermore, with little to no reporting available, it was difficult to identify and resolve inefficiencies. This had a knock-on effect on travel times, first time fix rates and workforce optimisation.

The Solution

Intelligent scheduling – Using our intelligent scheduler, Sky create efficient schedules every day that take into account engineer skills, geographical location, job duration and priority.

Business insight – With all data, from the entire customer journey, now held in a single system, Sky take advantage of our powerful analytics platform to highlight efficiency gains. One of the first things they did was to extract data to compare actual time to complete activities with the time they had originally planned. By having a clear understanding of how much time was actually needed for each job type, Sky were able to immediately reduce wasted time.

Continual improvement – On an ongoing basis, Sky can now analyse key data via automated reports and intuitive dashboards, to identify inefficiencies. They then take advantage of the self-service functionality by making real-time adjustments and strategic improvements within Oneserve’s workflow management tool.

Oneserve schedules the right engineer for the job with the necessary materials and skills, allowing the engineer to complete the job first time.

James O'Rourke, Project Manager - Sky

The Result

As well as scheduling reactive jobs more efficiently, Sky has found the scheduling of regular maintenance tasks much easier since adopting Oneserve. The scheduler has given them more control and reduced the need for additional site visits. Sky has subsequently streamlined operations, increased productivity, reduced PPM visits and decreased maintenance costs.

The business insight gained has made continuous learning a shared agenda across their whole team. Customisable dashboards and scheduled reporting ensure the right information is sent to the right people, further enhancing the effectiveness and speed in which improvements are identified and executed.

Having an intuitive system that supports continuous improvement and business agility, has enabled Sky Network Services to take full control of what they are doing. By supporting their service operations with self-configurable interfaces, Sky are able to co-evolve with Oneserve. This makes continuous improvement their competitive edge and the source of long term productivity gains.

In three years, thanks to the improvement of processes and productivity gains afforded by Oneserve, Sky increased the number of jobs completed by 6,000.


Improved staff performance and responsibility


In 3 years of using Oneserve, Sky have increased the number of jobs completed by 6,000


Advanced reporting: A new level of management information and visibility across the whole business

The reports created from our analytics tool allow us to manage our resource in a smarter way by improved measurement of planned versus actual times to complete activities. This has enabled us to be much better at planning our engineers’ work, increase productivity and produce cost savings.

James O'Rourke, Project Manager - Sky