Downer secures contract to provide nationwide in-home customer support for Sky New Zealand

11/09/2024

We are delighted to announce that Downer has been awarded a contract with Sky New Zealand to provide in-home customer support services across the country.

This new partnership, effective from 1 November 2024, marks a significant step in Sky’s ongoing commitment to enhancing customer experience.

As part of an extensive review of Sky’s operations model aimed at ensuring a consistent and effective level of service nationwide, moving to a single supplier enables Sky to provide best-in-class maintenance and in-home support to our valued customers.

Antony Welton, Sky’s Chief Operations and People Officer, says: “The changing nature of our business means that the way we serve our customers is constantly evolving, particularly following the launch of the new Sky Box, a hybrid satellite and IP box, and our IP-only Sky Pod, both of which are designed so that our customers can easily self-install, without the need for a technician. Previously, we engaged over two dozen suppliers across the country, with varying levels of customer service and care, as well as requiring extensive management resource.”

“Partnering with Downer, the largest provider of integrated services in New Zealand and Australia, enables us to equip technicians with the correct tools, training and support they need to do their best work, in turn delivering a best-in-class experience for our customers, while also simplifying our operational processes.”

Luke Sullivan, Chief Operating Officer – Downer Energy & Utilities, says: “This is a strong endorsement of our capability and demonstrates our ability to bring innovative solutions that deliver quality and reliability for our customers. Downer has a long and proud history in New Zealand, contributing to strengthening the country’s vital infrastructure and delivering essential services that enable our communities to thrive. We are looking forward to building a strong, long-lasting partnership with Sky.”

Following the appointment, Sky is now working with Downer and Sky’s existing suppliers to ensure a smooth transition to the new model. Downer is exploring opportunities to work with existing contractors and suppliers where possible.