VIRGIN MEDIA O2
network improvements are prioritised based on customer impact — resulting in happier customers on a better network .
“ Spatialbuzz is a platform that allows us to monitor our customer status checks - it ’ s all about putting the customer ' s lens on everything we do . If there ' s a lot of customers telling us something ' s wrong with the network , we set up an investigation for that area and we try to understand what ' s going on . At the same time we give customers the possibility to sign up so we can keep them posted with messages directly sent to their mobile phone .
“ The dramatic change has been in being able to send bespoke messages actually telling our customers what was happening while they were having the incident , keeping them updated and then telling them the problem is solved which has been absolutely fantastic ,” said Quintanilla .
“ Clear and timely communication is vital for a positive customer experience and this was highlighted in our NPS surveys . I believe that this has been critical for the work we do from a customer experience perspective and helps us to build their trust .”
Virgin Media 02 is working with Nokia on the Customer Service Operations Centre tool which will allow them to bring together data sets from different data feeds that focuses on performance , configuration or active incidents in the network .
“ With Nokia , we are in the last stages of implementing the solution which will give us the capability to be able to look at our customer services one by one . The perspective of data , and different services within data , will enable Virgin Media O2 to do a variety of things that will help us understand our customers better and give them better propositions . For example , enabling us to send more bespoke messages to them whenever we see that something ' s wrong . We will also get that root cause analysis that we need in a very automated way .
“ We have been working with Nokia on this for the last two years . It has been a fantastic collaboration exercise and we are now starting to see its fruition .”
Commenting on plans for the future Quintanilla said ; “ There ' s a lot of benefit in bringing the mobile world and the fixed world together . Both companies have a wealth of experience so now that we ' re Virgin Media O2 , we need to find a way to get the best out of the two former organisations .” aimagazine . com 99