February Extranet changes Summary of changes to the extranet 25 th Feb 2009

Feb 2009 February extranet changes Summary 10 changes are happening to the extranet this month 1.Talk Unlimited league table 2.Install reminders by 3.Internet TV follow up s 4.Offer processing feedback 5.Proposed install type 6.Customers buying Sky for someone else 7.New Shopping basket 8.New Sky Broadband pricing 9.Credit card charging 10.IAF existing customer data capture

Feb 2009 February extranet changes 1. Talk Unlimited League Table ASHAs will see this in their Overview reports There’s a new incentive coming soon, based around this report The aim is to increase Talk Unlimited attachment The idea will be very similar to the previous Agent league table; sales agents will have to work together to hit their overall Conversion & Attachment stats as an ASHA but also compete amongst themselves to win prizes. More info asap, BDM/Es can see performance via the Intranet

Feb 2009 February extranet changes 2. Customer install reminders by ASHAs can now send customers an install reminder by To do this, they just choose the option in the install reminder drop down (where they currently select SMS reminders, as per below) At the moment, this works exactly the same as SMS reminders This is another great reason to capture customers’ address ASHAs can add a customer-specific message to the Sky template Next month we will be upgrading the to include shopping basket & upgrade messages

Feb 2009 February extranet changes 3. Internet TV follow up s We know that some callers can’t get Sky in their flat because they cannot receive a satellite signal Sky now has a great new product for these customers; Sky Player – this allows people to watch Sky TV over the internet ASHAs will see a new option for certain feedback codes, which allows them to send the customer an about Sky Player Please check with customers if this would be of interest to them and if so, send them the info

Feb 2009 February extranet changes 4. Offer processing feedback ASHAs can now see the results of the offers RST process; Software, IAF, Line Rental & New Line (NB not promo claims) This should help customer service – they can tell callers whether their account has been processed yet Also, they can check rejected offers & feedback if they believe the record should not have been rejected (just scroll right) Please let us know common reasons via this tool and we will set up feedback codes going forward

Feb 2009 February extranet changes 5. Proposed install type We’re keen to collect more info on the type of install customers need On telephone referrals, this will be pre-populated, ASHAs don’t need to do anything But on Additional Sales & Online referrals, ASHAs can let us know whether the customer will have an IRS / FSD / Mini-Dish install

Feb 2009 February extranet changes 6. Customers buying Sky for someone else When someone calls to buy Sky for a friend or relative, it’s important that we capture both the viewer’s and the payer’s details This is so we can send them appropriate legal documents ASHAs will see a new tick box under Customer details, which allows capture of both parties’ addresses

Feb 2009 February extranet changes 7. New shopping basket Sky Talk is on a separate tab, but the key changes are on the offers page: You’ll always see ‘Box 1’ and ‘Box 2’ (for multiroom) drop downs at the top of the page. These are very similar to the drop down’s you’re used to. Below these are 2 lists; Additional Offers. The left one shows the offers available and the right one the offers that have been applied The offers in these lists don’t affect the price of boxes, so currently you’ll see M&S voucher offers, Online HD sub, New Line etc. To apply an offer on the left, just click ‘Add selected offer’. The offer will then appear on the right and the prices update accordingly. This can always be removed following the reverse process. This simplifies the promo claim process – you can apply a standard price offer and so generate a promo claim automatically, whilst still applying a non-box offer Equally importantly, offers should be easier to read; the drop downs are wider and the lists show full descriptions. The usual stacking rules still apply; so IAF £50 M&S vouchers can’t be stacked with Free Sky+. If you apply a new offer in the Box 1 drop down, the Additional Offer below will automatically be removed. Equally, the new design makes it easy to stack multiple Additional Offers where appropriate. Don’t worry if ‘Box 1’ offers also have a non-box element to them. This is included in the offer and will be applied to the prices; e.g. CUG ½ price Sky World

Feb 2009 February extranet changes 8. New Sky Broadband pricing This is the change that ASHAs have been informing customers of since November last year Broadband prices will rise by £5 a month but will remain the same for customers who take a Sky Talk package; Freetime or Unlimited

Feb 2009 February extranet changes 9. Credit card charging From March, Sky will charge customers who pay for their monthly subscription by credit card an extra 50p each month You will see the charge added to the shopping basket if the box in the Direct Debit details section is ticked There will be an additional mandatory statement explaining this to the customer – you must read it & ensure they have understood

Feb 2009 February extranet changes 10. IAF Existing customer data capture Unfortunately the data we’re seeing for existing customers (the one who introduced the new customer which ASHAs speak to) is not very accurate As a result there will be additional validation to ensure a postcode is entered From next month, we will provide an address lookup to help find addresses, but in the meantime, please stress the importance of this data to customers (we can’t send vouchers without it) and ensure it is as accurate as possible