S3 offers Sky field engineers test automation boost

DetailsEditor | 24 June 2015

Video platform performance and service readiness technology provider S3 Group is celebrating a win at Sky (UK) for its test automation solution.

S3 believes that with its systems, the pay-TV provider's field engineers will be able to enhance service experience and reduce device swap-outs, improving customer visit outcomes in the home.

The issue of home visits is a critical one for Sky whose Home Service Field Engineers visit over three million customers in the UK every year. As in-home technologies become ever more advanced, being able to accurately diagnose a service impacting fault becomes more difficult.

To alleviate this problem, S3 says its solution will give Sky's field engineers the ability to reliably execute a series of tests on set-top boxes (STB) in the home, and quickly isolate whether the fault is in the STB hardware, or a problem with the in-home configuration. The solution performs a series of diagnostic tests in real-time using an engineer's existing tablet device to connect to the STB.

Test results are returned in a graphical format, to enable engineers to not only address the problem but also directly engage with the customer to assure them they have correctly resolved the fault, and that their STB is working correctly. The results of individual engineering tests are centrally aggregated to enable more effective root-cause analysis of STB failures, and make it easier to identify historically fault-prone components.

"Sky is continuously applying new technology to ensure our customers receive the very best service experience," explained the company's Supply Director, Giles Harvey.

"Getting it right first time is important for customer satisfaction, and operational efficiency. S3 Group has provided a reliable solution for Sky's field engineers to efficiently test and resolve device faults during a service visit."