Problem : Tata Sky is a leading provider of DTH (Direct To Home) service in India. During the pre-launch of Tata Sky service, the customer service department needed a simple knowledge management system as help in training over 2000 people across the country on its products and services. The system had to be capable of serving a huge amount of content to more than 1000 people connected to it simultaneously and have close to 100 percent uptime.

Solution : Requirements were elicited. Usage scenarios were drawn up. It was a severely time-bound activity. We had to prioritize deliveries in such a way that the most important pieces were up there when needed.

First delivered was the publishing module. All content was to be put up through this module. Second to be delivered was the administration module. This was to manage all users and permissions.

Third came up the actual portal serving content to users. The whole application was hosted on a VPN that spanned all offices of Tatasky. After the initial rollout of the portal, content serving was re-defined. Applications like forums, user dashboards, quizzes etc. were added. These were tied into the portal such that complexity behind was abstracted from the user. End users of the system had intuitive interfaces to access knowledge. This implementation was a success from day one due the ease of use for every role that worked with the system.