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Virgin Media Implements Omni-Channel Customer Experience

Virgin Media Implements Omni-Channel Customer Experience Image Credit: Virgin Media

Virgin Media – the U.K.-based provider of broadband, television, home phone and mobile phone services – has selected the Salesforce Customer Success Platform to deliver an outstanding buying experience with personalized, integrated and consistent customer interactions across their many sales channels.

Using the power of Salesforce Service Cloud, Analytics Cloud, App Cloud and Chatter, Virgin Media is improving the buying journey for its customers by allowing prospects to 'buy it their way' with a truly joined up, omni-channel approach for its entertainment and communication services. Virgin Media's omni-channel approach links its website, call centres, door-to-door sales and retail stores to make purchasing experience simple and fast for Virgin customers. 

Additionally, Virgin Media is using the Salesforce 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. 

Christopher Coleman, Head of Multi-Channel Sales, Virgin Media
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.

Andrew Lawson, U.K and Ireland (UKI) managing director, Salesforce
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

Ray is a news editor at The Fast Mode, bringing with him more than 10 years of experience in the wireless industry.

For tips and feedback, email Ray at ray.sharma(at)thefastmode.com, or reach him on LinkedIn @raysharma10, Facebook @1RaySharma

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