Omni-Channel Customer Experience Coming to Virgin Media

Entertainment and communications giant grows customer base with joined-up sales channels, analytics and mobile apps

Salesforce, the Customer Success Platform and world’s #1 CRM company, today announced Virgin Media – the U.K.-based provider of broadband, television, home phone and mobile phone services – has selected the Salesforce Customer Success Platform to grow its consumer business and deliver an outstanding buying experience with personalised, integrated and consistent customer interactions across their many sales channels.

As part of its continued pursuit of customer service excellence, Virgin Media implemented Salesforce to support the buying experience for its entertainment and communication services. Using the power of Salesforce Service Cloud, Analytics Cloud, App Cloud and Chatter, Virgin Media improved the buying journey to allow prospects to ‘buy it their way’ with a truly joined up, omni-channel approach.

Virgin Media’s omni-channel approach – linking its website, call centres, door-to-door sales and retail stores – has made the purchasing experience simple and fast for Virgin customers. In addition, the company is leveraging Service Cloud to share sales data across departments and between stores, which means now every customer interaction on every channel is logged, so that when a prospect begins the shopping process in one channel, the profile and shopping cart can be accessed from any other channel to create a seamless experience. And by actively viewing this customer information in Analytics Cloud, Virgin Media is able to take actions to further personalise and enhance the customer experience.

We want to deliver a brilliant customer experience, but we want that brilliance to extend to our prospect experience too,” said Christopher Coleman, Head of Multi-Channel Sales, Virgin Media.Our prospects don’t think of Virgin Media online, Virgin Media telesales or Virgin Media retail. They just think of Virgin Media and expect to have a joined-up experience. With Salesforce, we can deliver these great sales interactions; enable our brilliant sales people to have even better, more informed sales conversations; and hopefully provide an experience that means more of our prospects choose to become customers.

Additionally, Virgin Media is using the Salesforce1 Mobile App to provide customer data to its field sales teams, which make up more than half of its sales staff, supporting a seamless customer experience. Using App Cloud, Virgin Media was able to create amazing mobile apps that can help its 500+ door-to-door agents digitise their direct sales operations with information, ranging from work schedules to planning. Chatter is also improving the Virgin Media sales team’s ability to connect with colleagues in other departments, further connecting the customer experience.

In the highly-competitive U.K. communications market, customer experience really is the key to success,” added Andrew Lawson, U.K and Ireland (UKI) managing director, Salesforce. “Virgin Media has recognised that customers are now using more channels than ever, and want seamless experiences across those channels that recognise all of their activity with a brand. The Salesforce Customer Success Platform gives them that all-important single customer view that enables an effortless customer journey and allows them to turn prospects into loyal Virgin Media customers.”

Author: Dylan Jones

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