Case Study: Virgin Media O2 achieves consistent omnichannel customer experience and 8% uplift in digital product attachments with CloudSense

O2 creates a consistent customer experience across sales channels

O2, the commercial brand of Telefónica UK with over 24 million customers, wanted to grow its SMB and enterprise digital services but faced a highly competitive digital market, complex user journeys and a disjointed purchase process. To differentiate, reduce churn and let customers assemble flexible bundles of mobile, apps and connectivity, O2 needed a single, fast way to launch products and join up sales across channels.

O2 launched Digital SMB, a curated portfolio backed by O2 Gurus and powered by the CloudSense CPQ platform across e‑commerce, retail, partner, field and call‑centre channels. The platform lets agents and customers configure, price and modify bundles with one order and one bill, and a single product catalog for 2,000+ agents. Early results include an 8% increase in digital products attached to orders (~20,000), clearer customer insight, improved agility and a streamlined customer experience.

Virgin Media O2

Brendan O’Rourke

CIO