1400 calls a week come into the business for Sky ID issues.
Of those 1400 calls, around 500 of those customers call in on the back of visiting the Sky ID help content online.
With a call costing £6.58 when it comes in, the current cost of those 500 calls is £171,080 per year.
By improving the current online journey through making the content clear, easier to find and user-friendly, we will be looking reduce the 500 calls by 50% which would save the business £85,540 per year.