Tata Sky taps IBM to improve customer service

Indian DTH service provider Tata Sky has selected IBM to launch new mobile solutions and improve customer service for its 14 million subscribers.

Tata Sky will utilize IBM MobileFirst Platform to integrate customer and enterprise data and launch new apps to boost growth, especially in rural markets.

The new mSales app helps dealers and distributors respond to customer inquiries, track existing accounts and onboard new subscribers. Since Indian rural areas do not have adequate access to laptops or Internet connectivity, apps will help Tata Sky to gain business.

“With IBM’s mobile and industry expertise we have gained a trusted partner for mobile solutions. The Tata Sky mSales app is one of the few examples of how mobile handsets can help us overcome business challenges thereby opening new markets and creating more valuable customer interactions,” said Ravishanker, chief information officer of Tata Sky.

IBM booth
By launching mobile solutions for its 300,000 dealers, Tata Sky aims to add subscribers and gain market share. The DTH subscriber base in India will increase from 37 million in 2013 to 60 million by 2018 and 70 million by 2023, said Media Partners Asia.

IBM says the mSales app achieved more than 50,000 downloads since its launch. The app creates new cost efficiencies by decreasing help desk calls to manage existing customer needs, and streamlines processes for establishing new accounts.

Vanitha Narayanan, regional general manager of IBM, India/South Asia, said: “With IBM MobileFirst Platform, Tata Sky can take advantage of new growth opportunities in untapped markets and easily scale the number of users and apps being delivered to market to offer differentiated services and get ahead of the competition.”

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