Would like your support to raise an AHA change request into Digital to create a FURL for https://www.sky.com/help/articles/visits-and-orders-covid-19 landing page, so that I can use this in engineer visit trans comms.

Currently, customers are being sent SMSs that exceed c1,000 characters (equivalent to 7 SMSs) which is mainly due to covid content. I would like to strip this back to be more generic i.e. …” For the latest COVID info go to sky.com/engineervisit “

By reducing the character the business will save c£230k per year, plus there is another opportunity (currently being sized) to encourage customers to self-serve digitally and reschedule online rather than being advised to call in.

Current

Hello. Your Sky engineer will arrive on 27/05/2021 between 08:00 - 13:00. If you need to change this please visit trackmyorder.sky.com. If you miss your appointment, or you call to cancel or reschedule on the day or day before your appointment, you may be charged £25 on your next bill. If you or someone in your household has any Covid-19 symptoms, is self-isolating, or has been recently diagnosed with Covid-19, please call 0333 759 4799 and let us know. There are a few simple things we need you to do during our visit. If you can't meet these steps, we will not be able to continue with your visit. Stay in another room if you can, and keep at least two metres away. Open doors and windows to ventilate your property. Create a clear route for our Engineer/Expert and clean any areas they need to access. Please also ensure your Wi-Fi password, MySky username and Viewing Card (if applicable) are left by your main television or broadband router. And if you have any pets, make sure they are kept in a safe place whilst doors are open.

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Proposed

Your Sky engineer will arrive on 27/05/2021 between 08:00 - 13:00. To change this go to trackmyorder.sky.com. If you miss your appointment, or you cancel or reschedule on the day or day before your appointment, you may be charged £25 on your next bill. For the latest COVID info go to sky.com/engineervisit

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Owner - Bryan Cooper