Virgin Media Cuts $1.25M in Costs While Boosting SLA Performance with Operator-Led Automation

Organization Profile

Industry: Telecommunications
Company Size: 1,000+ Employees
Region: United Kingdom
Services: Broadband, TV, mobile, and home phone services for residential and enterprise customers, with a focus on delivering fast, reliable connectivity

Customer Objective: Boosting Efficiency and Enhancing Customer Experience

As one of the UK's most innovative communications service providers, Virgin Media needed to scale its support operations without adding headcount—while also improving customer satisfaction and reducing inbound call volumes.

Manual validation and diagnosis of incidents placed a heavy burden on operators. Calls related to HFC and ICOMS faults were frequent and difficult to triage quickly. Notifications to customers about known outages were often delayed, resulting in unnecessary escalations and a poor service experience.

Virgin Media turned to Resolve to help eliminate this friction and enable a proactive, automation-first support model.

Automation That Keeps Operators Focused on What Matters

Virgin Media deployed Resolve Actions to automate health checks, validate incidents in real time, and reduce operator load. Instead of manually assessing outage events, frontline agents now rely on Resolve to:

• Automatically validate and diagnose outage incidents
• Update and triage pending tickets, ensuring the right priorities are addressed
• Notify customers immediately when an outage occurs and communicate that it's being handled

These proactive workflows keep support staff laser-focused on real issues, while giving customers the clarity they need without waiting on hold.

"With Resolve, we've realized annual savings of $1.25M—about $3,000 per day," said a Virgin Media representative.

Resolving Issues Faster—Without Adding Headcount

Resolve's automation platform transformed how Virgin Media's help desk operates:

• 30% reduction in call center volume, thanks to automated issue handling
• 21% decrease in calls related to HFC issues
• 46% reduction in ICOMS faults escalated to live agents
• 6,500 fewer escalations to the help center for recurring issues

By automating health checks and runbook executions, Virgin Media reduced the need for manual intervention and freed up frontline agents to handle more strategic interactions.

Operators can now resolve more on their own, using guided automations developed and approved by internal SMEs. This shift also contributed to stronger SLA performance and better alignment between technical teams and customer service operations.

Results That Scale with Confidence

With Resolve's automation-first foundation in place, Virgin Media improved service delivery without increasing staff or infrastructure overhead. Key outcomes include:

• Higher employee productivity through scheduled, automated server health checks
• Faster time to resolution for frontline agents via interactive automations
• Stronger SLA adherence and more timely customer communications
• Operational cost savings exceeding $1.25 million annually

"Resolve helped us get a 21% reduction in customer calls related to HFC issues, a 46% reduction in ICOMS faults, and eliminated over 6,500 calls that used to escalate to the help center," noted the team.

Ready to Achieve Similar Results?

Check out Resolve Actions to discover how IT automation and orchestration can drive real results for your organization—or request a custom demo to see how telco leaders like Virgin Media are redefining operational efficiency with Resolve.