xMatters software empowered Sky to automate self-service for end users, dramatically reducing incident response times and costs while delivering exceptional customer experiences for in-home entertainment services. It slashed initial contact time from 45 minutes to 2.5 minutes through automated escalations and transparent contact plans, freeing teams to focus on resolutions. xMatters synchronized groups, users, and roles with ServiceNow, simplifying critical rota and device preferences to ensure the right people were contacted instantly during incidents—proving even busy national support teams could thrive.

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