Virgin Media implemented Resolve’s platform to increase help desk operator productivity, improve customer satisfaction, and make sure customers were notified of outages in a timely manner.

Customer Objectives

As an innovative UK communications service provider, it was essential for Virgin Media to find an efficient way to improve service delivery and customer communications. Virgin Media turned to Resolve’s platform to ensure operators are focused on real incidents – the ones that matter most to their business. Additionally, they wanted to ensure that customer notification communications were timely and targeted.

Solution Overview

With Resolve, Virgin Media has automated the validation and diagnosis of outage incidents, and automatically updates pending tickets so operators are focused on the right issues, right now. Plus, with Resolve, Virgin Media automatically notifies customers whenever there’s been an outage event and that Virgin Media is actively working on it.

“With Resolve, we’ve realized annual savings of $1.25M, $3,000 per day” ―Virgin Media

Key Benefits

  • Reduced Calls, Reduced Costs – Automated incident validation, diagnosis, and resolution, enable faster resolution – reducing the volume of calls into the call center by 30%.
  • Increased Employee Productivity – Run-book executions are automatically scheduled to check server health and mitigate issues without any manual intervention
  • Reduced Escalations – Frontline operators fix issues on their own, through interactive end-to-end automations approved by SMEs for faster incident resolution
  • Improved Service Delivery – Without adding resources or staffing, the team enhanced customer communication and met SLAs easily using pre-built automations
“Resolve helped us to get a 21% reduction in customer calls related to HFC issues, a 46% reduction in ICOMS faults, and a reduction of 6.5k calls no longer escalated to the help centre.” ―Virgin Media

Industry: Telecommunications

Company Size: 1,001 – 5,000 Employees

About Virgin Media:
Virgin Media is the first provider of all four broadband, TV, mobile phone and home phone services in the UK. The company’s cable network – the result of a multi-billion pound private investment – delivers ultrafast broadband to over half of all UK homes, with speeds of up to 152Mb, as well as market leading connectivity to thousands of public and private sector organizations across the country.