Virgin Media

Case Study

Onboarding Case Study

Problem

Pre-Install Cancellation rate (when a booked installation is cancelled by the customer before installation date) was too high, resulting in avoidable revenue loss and sub-optimal engineer utilisation.

ContactEngine’s solution

  • Implemented proactive SMS & Voice conversation in days leading up to install appointment to confirm: (i) correct address was held, and (ii) that customer would be at property at time of visit
  • Conversations included the ability to cancel, reschedule, or correct address if necessary
  • Implemented agent desktop to allow agents to seamlessly intervene with true exceptions

Results

  • 15% reduction in Pre-Install Cancellation rate
  • 92% of customers contacted successfully complete (compared to c.80% where not contacted)
  • Significant reduction in avoidable revenue loss
  • >50:1 ROI