Case study 2 February 2020

Sky – a ‘One Team’ ethos

The challenge

Sky required a Front of House provider that could deliver an exceptional visitor experience. A team that could deliver seamless reception, helpdesk and switchboard services, whilst keeping sites secure for visitors and colleagues.


Since 2011, when the contract started, Signature and Sky have always promoted a ‘One Team’ ethos – this has been a fundamental in establishing a successful partnership.

At all times, our front of house team works closely with Sky to enhance customer experience. There have been many improvements delivered during the lifetime of the contract, including:

  • A custom-made, bespoke Visitor Management System – every visitor receives an electronic invite with full details where and when they have to arrive including: site location, parking details, nearest stations etc. The MI from the system enables efficient resource planning.
  • A Visitor Booking App, accessible to every Sky colleague, that has delivered more secure and efficient visitor registration. It has reduced the number of customer touchpoints.

In addition, we have identified efficiencies and service enhancements through the creation of a dedicated telephony hub.

The results

The Front of House team are seen as the face of Sky. They have received excellent feedback and were awarded the top Signature High 5 Award for their service excellence and team spirit.

“The front of house team at Sky are my absolute superheroes. They are brand ambassadors to every single person who visit Sky and to all our colleagues who come in every day of the week.

Sitting next to them whenever they are working I am always amazed how brilliantly they can balance that line between keeping our site secure and making sure that everyone feels brilliantly welcomed. A huge thank you from me.’’

Bella Vuillermoz, Director of Property Service Group, Sky TV & Broadband

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