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Bskyb Case Study

Page 2: Creation of BSkyB

BSkyB has come a long way.  When Sky began broadcasting via the Astra satellite back in February 1989 it offered four channels – Sky Channel, Sky News, Sky Movies and Eurosport. It was Britain’s first satellite broadcaster and overnight it doubled the number of channels available to the public.

By 1990 Sky had sold one million decoders and had established a growing customer base. But in April of that year a rival service was launched by British Satellite Broadcasting. It offered five channels from the Marco Polo satellite, but had an uphill struggle getting established. It was not long before BSB and Sky agreed on a merger, creating British Sky Broadcasting (BSkyB) and a five channel line up of Sky One, Sky News, Sky Movies, the Movie Channel and Sky Sports. The merger was driven by a shared aim – to give viewers more choice.

In 1992 BSkyB secured the exclusive rights to live FA Premier League football coverage – a major coup for the company. It also announced its first operational break-even.

Over the next two years Sky continued to increase what was on offer to its subscribers. In 1993 it added a multichannel package, offering a selection of themed channels that complemented the existing movies, news and sports services. A further expansion occurred in 1994 with the launch of Sky Sports 2.

1995 was a big year for BSkyB. 17.5% of the company was floated on the UK and US stock exchanges and BSkyB entered the FTSE 100 index. Also that year the company secured the second term of the FA Premier League contract. The company continued to innovate, making use of new technology. It pioneered domestic pay-per-view in the UK in 1996 with the Bruno v Tyson heavyweight boxing championship and in the following year launched Sky Box Office – an ordering system that allowed customers to order movies on a pay-as-you-view basis.

On October 1st 1998, Sky digital was launched - Britain’s first digital television service. It has achieved the fastest roll out of any digital television platform in Europe. It meant that Sky could dramatically extend the choice it gave its customers – with some 140 channels on offer.

Interactivity came to Sky in 1999 with the launch of Open and Sky Sports Active. Using Sky digital technology, Open allowed customers to shop, bank, play games and email directly from their television. Sky Sports Active, available during major live sports broadcasts on Sky Sports Extra, gave customers a choice of alternative camera angles, access to in-depth statistics and match highlights on demand via their Sky digital handset.

Sky digital currently has 4.1 million customers and it is anticipated by the end of 2003 that Sky will have 7 million digital satellite households (18.9 million individuals) - fully a third of all TV homes in Britain. It has secured the main live rights to FA Premier League Football until the end of the 2003-04 season. And it has firmly established itself as a leading innovator and pioneer in broadcasting.

Background

BSkyB is the UK's largest independent broadcast operation, supplying a constantly evolving range of programmes, channels and services to a customer-base of more than eight million people – one in every three households throughout the UK and Ireland. Beyond that, its content reaches a global audience via a network of cable and satellite partners.

Sky currently carries almost 600 television and audio channels on its platform. In a truly multimedia world, its programmes and services are accessed through television, broadband, portable wireless audio and telephony. It continues to push the boundaries of home entertainment delivery with its broadband services and innovations like Sky HD (High Definition), which provides  customers with a cinema-like audio/visual experience in their own homes.

Sky content – everything from films, drama and documentaries to news and sport – is broadcast from its studios in London. Sky premises in the UK are run and operated by some 9000+ staff and supported by more than 1500 other employees and engineers in the field.

As Martin Wright, customer services manager for Sky's FM operation explains, there is nothing mysterious about maintaining broadcasting premises. "We might have studios and edit suites in addition to office space and warehousing that are more typical for the general FM services customer, but the demands are basically the same," he says. "They still have floors and walls that need repairing, Meeting rooms still need to be booked, and they still have to be managed like any other business of property."

Challenge

Sky recently decided to re-evaluate its use of Computer Aided Facilities Management (CAFM). With 17 buildings in West London – including more than 10 studios – as well as its Scottish premises, the company operates two FM customer service centres for its employees. There could be anything up to 5000 people on site on any given working day, and any one of them might have reason to contact the help desk about building maintenance heating, air con or cleaning issues.

"The product we were using wasn't really delivering in the way we wanted," explains Martin. "We run a small help desk and it was just generating standard reports for faults and buildings management. We started to look at upgrading to a software package that could take us to the next level and link in with other potential modules: property and real estate management, for example, moves and space planning, and room booking.

"After careful and extensive research, Sky chose FSI's Concept™ 500 CAFM system. "We liked the look of the product, and the way it was flexible and modular," says Martin. "It clearly had the capacity to expand from the standard help desk implementation into the other areas we wanted to automate, which have tended to be run in isolation, on manual and paper-based systems. We wanted to invest in a single product that could potentially handle them all."

Solution

Sky installed Concept™ 500 in May 2006, and Martin says the benefits soon became clear.

"As soon as the customer was able to log straight on and request an action, we started to see what a difference the automated response would make," he says. "If anybody has a problem anywhere on site – whether it's a light bulb that needs replacing or a damaged door – they log their request, and the job is emailed to our business partners who proceed to carry out the repair, fix or maintenance task.

"The main challenge for Martin and his team was to make sure that everyone who needed training in the new system received it, and that the FM operation's business partners were fully engaged in the project and supported it through the rollout process.

"Rollout was deliberately phased," he continues. "We didn't want to risk a big bang implementation. Our job is to try and fix our customers' problems as quickly and efficiently as possible, and Concept™ 500 was procured to make the help desk agents' and our lives easier, and to improve our customer service. And that's what it's done.

"In terms of customer delivery, they know exactly when a task has been logged. They can see the job number and they can follow it right through to completion. The system gives us far more meaningful information about what is going on across the site as far as buildings, plant and equipment
are concerned. And we've certainly scored some points with our customers thanks to the automated response. It should help to raise the profile of FM as we look at exploiting additional modules."

Martin says the next phase will take advantage of the room-booking module. "We currently have a rather bland access database and we'd like to enable that in Concept™ with its self-help and self-monitoring capabilities so that our customers benefit from another layer of automation," he adds.

Martin says the project has benefited greatly from FSI's levels of support and the supplier's understanding of Sky's business requirements.

"FSI did carry out some customisation for us. But we didn't want to change very much about the system: despite the nature of our business, our buildings maintenance and management needs are very similar to other FM operations!

"It's fair to say that FSI have assisted us with anything we've wanted, when we've asked for help. They've been more than willing to listen to us and I'm pleased about that – it was one of the reasons we decided to work with them in the first place. We got on well with our first point of contact, and that's always a key test. Those are the important questions: Can you work with these people? Do you like them? Do they understand exactly how your business works? The answer on all fronts was, "Yes," and we've continued to make very good progress from that point."

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