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49% reduction in inbound calls related to service
55% improvement in NPS
12% reduction in unnecessary truck rolls

Fewer unnecessary truck rolls and inbound calls related to repair

The goals were to reduce unnecessary service truck rolls and inbound calls related to repairs

Challenge

To increase customer lifetime value and NPS

Annually, over half of Virgin Media’s 5 million customers required manually intensive communication on their journey across sales, service and care. Increasingly these customers were expecting to be communicated with on their terms and beyond simple two-way notifications. In addition, these notifications were causing both major efficiency problems for Virgin Media and leaving customers with a higher propensity to churn. 

Solution

Proactive intelligent conversations augmented with human agents

ContactEngine mapped the entire customer life-cycle and identified the key areas, such as sales conversion, in-life service and retention where proactive intelligent conversations could increase operational efficiency and transform customer and employee experience. ContactEngine then migrated Virgin Media business streams from manually intensive processes allowing agents and service technicians to deliver true value- add customer service through digital adoption.

This digital solution using conversational AI delivered on the business strategy by reducing cost per acquisition, provision and outage related call rates and customer cancellations, while optimizing call center resource. 

Outcomes

A more efficient operation with increased NPS

  • 93% customer engagement rate
  • 49% reduction in inbound calls related to service
  • 55% improvement in NPS
  • 12% reduction in unnecessary truck rolls
Mark Reid
We ended up with much happier customers and saw significant financial benefits. Put those together and it’s a very powerful economic argument to use ContactEngine. Mark Reid, Financial Director, Virgin Media
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