Case Study: Virgin Media reduces truck rolls and saves millions with ContactEngine Customer Care

Delivering the best service for end-customers and our clients

Virgin Media partnered with ContactEngine to improve customer care for its free engineer-visit service, which handles around 2 million visits a year across the UK. The challenge was to avoid sending technicians unnecessarily and to confirm that customers still needed an appointment and would be available at the scheduled time.

Using ContactEngine’s omni-channel customer care service, Virgin Media securely sent visit data a day in advance so customers could be asked, “Do you still need our services?” Responses were tracked in a dashboard for Virgin Media staff, and appointments were automatically cancelled when appropriate. ContactEngine helped Virgin Media exceed its 5% cancellation target by achieving 12%+, pre-emptively cancelling 200,000 truck rolls in 2014 and saving millions of pounds while improving operational efficiency.

Virgin Media