Sky Solutions supports one of the largest telecommunications providers in the United States. The company serves a broad base of wireline and wireless customers across TV, phone, internet, and mobile services, offering a comprehensive range of customer interaction channels to ensure seamless communication. These channels include its website, online chat, mobile apps, social media platforms, email support, and direct communication with customer service representatives via phone.

Goal

The client wanted to improve customer service efficiency and the overall experience for its customers by using the Pega platform. By reducing static, repetitive interactions across marketing channels, they sought to improve customer satisfaction while enhancing operational efficiency. Redirecting calls from call centers would result in significant cost savings. Hence, they wanted to implement an intelligent system that would enable the organization to make informed predictions based on cross-channel indicators of customer activity. Cross-channel integration would ensure a consistent and personalized experience for every customer.

Challenge

The existing customer service systems were neither integrated nor intelligent, leading to a series of static and disconnected customer interactions. These design flaws resulted in long wait times for customers calling the center, and the lack of personalization often made the experience irrelevant to their specific needs. This, in turn, caused frustration, increased customer turnover, and higher operational costs due to increased human intervention. As customer satisfaction declined and call volumes to the center rose, the company’s bottom-line was directly impacted.

Solutions

Sky Solutions implemented an intelligent interactive voice response (IVR) system tailored to each customer’s attributes and interaction history. By capturing and analyzing customer feedback, the system continuously refined its decision-making process, ensuring the most relevant IVR prompts were presented.

To further enhance the customer experience, the system also made on-hold messaging dynamic. Messages played during the IVR phase were no longer repeated while the customer waited, creating a more engaging and seamless experience.

A centralized decision hub was developed to guide the next best action for each customer, maintaining a personalized experience even during the hold period. This hub generated up to five potential IVR intents and three hold message options, ensuring the interaction felt relevant and timely.

In addition to the phone channel, the solution was expanded to other customer touchpoints, including the mobile app and website, making it truly omni-channel. The decision hub was built using Pega’s Customer Decision Hub, enabling adaptive models that learn from customer responses, balancing the need to improve customer satisfaction with the business goals of increasing sales and reducing costs.

Technologies/Methodologies

• Low-code development
• Agile methodologies
• Digital Process Automation (DPA)
• Pega

Outcome

• Reduced on-call time: By utilizing intelligently determined customer engagement intents, on-call time was significantly reduced, streamlining interactions.
• Cost savings: The solution reduced the number of calls handled by customer service agents, leading to nearly $7 million in savings within the first seven months of deployment.
• Unified cross-channel experience: The solution was successfully extended to both wireline and wireless domains, creating a seamless experience across all customer touchpoints.
• Improved customer satisfaction: The cohesive experience contributed to a significant increase in customer satisfaction and a reduction in customer turnover.

The post Sky Solutions Delivers $7m in Savings with Seamless Experience appeared first on Sky Solutions.

Sky Solutions serves as a key Pega technical implementer for the IRS Enterprise Case Management (ECM) program. Utilizing the SAFe Agile methodology and Pegasystems best practices, we deliver solutions with product guidance, requirement review, and Pega functional leadership.

Goal

The ECM Solution Integration Services (SIS) project aims to modernize and streamline IRS case management processes. By leveraging Pega capabilities, Sky Solutions enhances operational efficiency, data accuracy, and compliance with federal standards.

Challenge

The IRS’ legacy case management systems were fragmented, redundant, and expensive to maintain, causing inefficiencies and data inconsistencies. The IRS needed a modern, integrated solution to manage cases effectively across its various lines of business.

Solutions

Sky Solutions tackled the pain points by:

• Using SAFe Agile methodology for timely and efficient delivery
• Clarifying requirements in real time to ensure an inclusive, pre-implementation design
• Applying Pegasystems best practices to optimize performance and functionality
• Aligning the solution with IRS strategic goals through product guidance
• Ensuring compliance with standards by defining and reviewing requirements
• Providing Pega functional leadership to drive project success
• Automating data inconsistency resolution to eliminate end-user intervention

Technologies/Methodologies

• Pega platform
• Low-code/No-Code
• Agile

Outcome

The successful implementation of the ECM SIS project resulted in significant improvements in the IRS’s case management processes. Key outcomes include:

• Increased operational efficiency with reduced processing times
• Improved data accuracy and decision-making capabilities
• Greater compliance with federal IT standards
• Streamlined interdepartmental communication and collaboration
• A scalable, secure IT infrastructure supporting growth and innovation
• Automated data comparisons to resolve inconsistencies before case closure or reassignment
• Scaled PEGA DCO sessions, minimizing scope creep and ensuring customer-aligned, transparent design during the Design phase

The post Transforming IRS Case Management: Sky Solutions’ Success with Pega Integration appeared first on Sky Solutions.

Sky Solutions supports digital transformation for a global nonprofit organization that serves investment professionals around the world. The company has customers, members and employees in several countries and relies on timely and relevant communication to those groups to ensure sustained revenue, market relevance and mission achievement. Marketing functions and capabilities are critical to this company’s global communication efforts.

Goal

Existing marketing tools across the organization were fragmented, ungoverned and siloed within different groups. While the organization had committed to Salesforce as a primary platform and CRM, and while a few satellite offices in various countries had already started using Salesforce Marketing Cloud in a limited capacity, Marketo had been independently chosen previously by the US-based marketing team as the primary marketing tool to run campaigns and communicate with various member groups and customers. This created an environment with no single source of data, no unified global marketing function, no IT oversight, limited marketing capabilities and no ability to address global marketing demands and the unique and rapidly evolving challenges that exist across various countries and regions. Additionally, relying primarily on Marketo limited the ability of the company to fully leverage the broad platform and low-code benefits of Salesforce, which the company had committed to and invested in to support other critical functions.

As many companies experienced when the pandemic hit, this organization soon realized a significant drop in revenue and membership which forced a reevaluation of their business model, offerings and pricing structure. Being able to quickly communicate these changes to their global customers and member base soon became critical, but they realized that Marketo alone was incapable of addressing these marketing needs.

Challenge

This organization sought to consolidate all global marketing functions into one, low-code platform that would centralize all customer and member data, provide the capability to quickly and easily turn around new campaigns and update functionality without any hard-coding, and be able to easily integrate with various communication tools unique to certain countries. They hoped to fully integrate with the existing Salesforce CRM and seamlessly take advantage of benefits such as comprehensive marketing automation, multi-channel marketing, enhanced personalization, enhanced analytics and reporting, and both scalability and flexibility.

In turn, this would enable the organization to effectively communicate its refined offerings and pricing structure globally, leverage relevant customer data and automation, and maximize reach and impact to target customer and member groups to ensure both revenue and membership growth.

Solutions

Sky Solutions migrated all marketing functions from Marketo to Salesforce Marketing Cloud and trained all marketing stakeholders on how to optimally execute on the platform. This in turn enabled the client to utilize the platform migration as an opportunity to unpack and restack strategically, to reengineer existing processes and create new opportunities for process optimization, to optimize architecture and integrations, to build a solid Salesforce Marketing Cloud foundation for marketing and IT teams, and to take the platform forward with minimal reliance on the Sky team.

Sky Solutions additionally built a robust preference center that syncs global subscriber preferences across Salesforce CRM, Marketing Cloud and the client’s Data Lake, and created multiple marketing cloud journeys and automation to drive and accelerate marketing goals for subscriber nurture, awareness and conversion goals. This solution was further extended to omnichannel by adding WhatsApp as a communications channel for global audiences.

Technologies/Methodologies

• Low code
• Agile
• DPA
• Omnichannel Communications

Outcome

The client was able to achieve the following outcomes:

• A centralized and streamlined marketing technology operations function.
• A significant reduction in data, process, and effort duplication.
• Faster turnaround for marketing campaign development and execution.
• Establishment of a robust preference center to manage global subscribers in one central location.
• Automated processes to expedite marketing initiatives and campaign measurement, minimize human error and increase speed-to-market.
• A foundation and marketing function now capable of supporting the client’s global revenue and membership goals in the next fiscal year and beyond.

The post Streamlining Global Marketing Functions by Migrating to a Single, Fully Integrated, Low-Code Platform Solution appeared first on Sky Solutions.

Sky Solutions partnered with an American multinational financial services corporation to enhance their dispute management application, ensuring compliance with updated global policies for merchants regarding chargebacks and write-offs. In response to evolving global regulations, the organization required modifications to its application to meet the new compliance standards and effectively manage disputes in line with the latest policy changes.

Goal

To enhance the dispute management application for compliance with global policies, enabling seamless handling of all transaction types, including point-based transactions. The objective was to streamline processes, improve transparency, and optimize customer service efficiency using Pega’s low-code platform and business process automation.

Challenge

The existing dispute case setup for individual card members had a limitation: it only supported swiped or credit transactions, overlooking transactions made with reward points.

Solutions

Sky Solutions addressed the challenge by applying its expertise in business process management and automation, enabling the client to overcome the limitations of their existing dispute management application. By updating the application using the Pega platform, Sky Solutions introduced new capabilities that enhanced and streamlined the processing of dispute transactions, significantly boosting efficiency.

Technologies/Methodologies

• Low-code development 
• API development 
• Pega
• Business process automation 

Outcome

Sky Solutions’ enhanced dispute management application now offers a streamlined, compliant, and transparent process for handling disputes. Key benefits include:

• Compliance with new global policies for dispute management
• Improved ease and transparency in dispute handling and resolution
• Intelligently designed dynamic questionnaires ensuring fair representation for both customers and merchants
• Unified process flow for disputing point-based, online, and swiped transactions.
• Streamlined customer service operations for greater efficiency

The post Streamlined Dispute Management for a Global Financial Leader appeared first on Sky Solutions.

Pharmacy Benefit Management (PBM) companies establish coverage rules for their clients, such as healthcare insurance providers. These rules determine a member’s eligibility for medication coverage when a request is made. The coverage review process is a critical component of Evernorth’s Reviews and Appeals business. Pharmacists use this process to create prior authorization cases, assessing the eligibility of specific medications for individual patients.

Goal:

The project aimed to modernize two key systems:

1. The Authorization Criteria Management System, which defines criteria for prior authorization reviews to determine eligibility for benefit overrides.

2. The Prior Authorization Management System, which supports the addition, updating, and review of prior authorizations.

The Challenge Modernizing the client’s Administrative Toolkit and Coverage360 portals posed a set of challenges, especially the migration from a legacy system to a new platform. Beyond transferring data, managing attachments—a seemingly minor but complex detail—emerged as a significant hurdle. Addressing this challenge required innovation and a tailored approach to ensure precision and alignment with the new system. Through collaborative efforts and strategic execution, the platform was successfully transformed, providing a foundation for improved efficiency and enhanced user experiences.

The Solution Sky Solutions leveraged Pega to develop a comprehensive solution that modernized the Administrative Toolkit and Coverage360 portals. These enhancements enabled Case Managers and Case Workers to efficiently manage prior authorization cases. Some of the solution highlights include:

· Unified Platform: Development of a unified platform to streamline operations related to criteria setup, prior authorizations, and case management processes.

· Specialized Portals: Creation of specialized portals for the Enrollment, Criteria, and Letters Teams.

· Robust Tracking: Integration of robust tracking capabilities to manage prior authorizations, including primary requests and appeals, enhancing oversight and responsiveness.

· Automated Reporting: Enabling users to request and receive reports based on specific criteria, delivered directly to their email.

· Seamless Subsystems: Integration of various subsystems to create, update, and track cases, with FileNet integration for sending and receiving attachments.

· Bulk Enrollment and Exporting: Bulk enrollment of clients and criteria data through Excel imports, as well as bulk exporting of criteria data to PDF.

· Improved Communication: Implementation of a system for outbound communications regarding case decisions, improving transparency and service delivery for clients.

This modernization effort was designed to enhance operational efficiency, improve client interactions, and streamline the prior authorization management process.

Technologies/Methodologies Used

· Pega

· FileNet

· Low-code/No-code

The Outcome

· The Administrative Toolkit streamlined the client enrollment process, leading to a significant increase in new client enrollments within the first quarter of implementation.

· The setup of criteria data and templates for outbound communication was optimized, resulting in a more efficient workflow.

· Coverage360 reduced the turnaround time (TAT) for processing critical prior authorizations (PAs) to just 24 hours, ensuring faster service for high-priority cases.

· Non-critical PA cases achieved a TAT of 72 hours, enhancing timely processing and improving client satisfaction.

These improvements resulted in a streamlined system, significantly boosting client engagement and operational efficiency.

The post Empowering Patient Care: Transforming Coverage Decisions for Better Outcomes appeared first on Sky Solutions.