Sky has outsourced the development and support of its customer relationship management (CRM) systems and operations to harness on-site and nearshore services after a two year extension of its current agreement.
The television and home communications provider has contracted Comet Global Consultancy (CGC) to support communications with its 10.5 million UK customers.
Comet is providing bespoke J2EE based customer management services using agile methodologies and will also provide functional and quality assurance testing, business intelligence, project management, decision management, as well as development and consultancy.
The service will be delivered by 28 UK-based Comet workers and 52 in Barcelona. Iain Levein, director at CGC, said nearshore and agile capabilities were critical to the agreement.
Scott Mackay, customer business systems director at Sky, said: “For this piece of work we required flexibility, technical expertise across a variety of disciplines, excellent near-shore capabilities and great communication.“. He added that both on-site and nearshore agile development has helped Sky “to surpass our delivery and quality targets."
Cadbury recently outsourced development work nearshore when it required the creation and maintenance of a digital platform to support online consumer engagement activities. A contract with a nearshore supplier Endava provided the right cost, flexibility and the right environment for Cadbury to work closely with the supplier using agile software techniques.