The Skybridge Information Management Online Network (SIMON) is Skybridge’s inhouse workflow management system. The SIMON system is configured to enable the customer journey to be processed and monitored by the program team, and facilitates input from other stakeholders (such as technicians) when required.
Through SIMON, new staff can be quickly trained to manage a specific area of the customer journey, for example: assigning technicians to upcoming jobs. This allows us to ramp up staffing in the case of a demand surge.
The SIMON system has been developed from the ground up for Skybridge. Its central data repository facilitates streamlined communication with all stakeholders. The SIMON system is proven to facilitate scale in a rollout program, while maintaining exacting quality and customer service standards. As an example of SIMON’s capabilities, Skybridge was awarded the Melbourne Metropolitan rollout of Digital Switchover in May 2013. Within one month, significant changes were implemented in SIMON to suit the needs of an urban rollout, and by July we successfully delivered over 11,000 installations per month for this rollout alone from a standing start.
The on-site aspect of the customer’s experience is facilitated through the mobile Skyportal app, used by our technicians. Skyportal guides the technician through the installation process and ensures that all supporting data is captured including site safety analysis, photographs of completed work, customer sign-off and performance data.
Skyportal incorporates ‘lockstep’ technology. Essentially, each response provided by a technician is validated prior to allowing the user to proceed to the next step. It also provides an even higher level of data accuracy. By utilising lockstep technology in Skyportal, our developers have been able to map the logic behind job outcomes onsite with post-installation activities to ensure that each job is correctly closed off.
The Client Portal SIMON’s client portal provides our clients and other stakeholders with real-time information relating to completed and upcoming installations, as well as automated reports and SLA reporting. For each completed installation, our client has immediate access to data captured on site, as shown below. Additionally, this data can be accessed through our integration layer for clients requiring job completion information to be transferred to their own ERP or OSS/BSS.
Features of the Client Portal include: