Sky Network Services

The Sky Network Services team is made up of highly-skilled engineers, servicing thousands of sites across the UK and covering thousands of miles a week. They were looking for a way to increase efficiencies, allocating the right engineer, in the right place, at the right time.

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The challenge

Sky initially scheduled their engineers’ time using a combination of paper, Excel and email. With engineers handling nearly 3,000 exchanges a week, the inflexibility of a predominantly paper-based, manual system made scheduling very difficult. Furthermore, with little to no reporting available, it was difficult to identify and resolve inefficiencies, which in turn negatively affected travel times, first-time fix rates and workforce optimisation, each of which were critical to improving performance.

It was a reliance on paper-based data that greatly hindered Sky’s ambition to increase operational efficiencies, as they lacked full visibility of their results and therefore couldn’t thoroughly review their day-to-day processes.

Not only was scheduling a difficult process, but it caused major disruption for their maintenance engineers too. They weren’t being empowered with the right tools, so delivering optimum results was a challenging task.

Having identified these issues, Sky knew it was time to seek out a comprehensive field service solution, one which would afford them operational efficiencies in the key areas they sought improvement.

The solution

Using our intelligent scheduler, Sky now create efficient schedules every day, taking into account engineers’ skills, geographical location, job duration and priority.

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 comparing actual time taken to complete activities against the time they had originally projected. By having a clear understanding of how much time was actually needed for each job type, Sky were able to immediately reduce inefficiencies.

They can now analyse key data, via 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 results

As well as scheduling reactive jobs more efficiently, Sky have 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 have subsequently streamlined operations, increased productivity, reduced PPM visits and decreased maintenance costs.

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, they are able to co-evolve with Oneserve. This makes continuous improvement their competitive edge and the source of long term productivity gains.


Less site visits required thanks to stronger scheduling


Reduced maintenance costs due to more efficient operations


Long-term productivity gains thanks to visibility of pertinent information

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