Case Study: Virgin Media boosts field efficiency and customer satisfaction with Oracle's ETAdirect

Virgin Media Optimizes Field Workforce While Boosting Customer Satisfaction With TOA’s Software Solution

Virgin Media, the UK’s largest residential broadband provider serving nearly 5 million customers with about 1,600 field engineers, faced inefficient, manual scheduling and routing after a merger left customer service performance weak. The company needed more accurate appointment windows, better route efficiency, and tools to let engineers focus on customers rather than logistics.

Virgin Media deployed TOA Technologies’ cloud-based ETAdirect (SaaS) in six months, integrating it with existing mobility and billing systems to provide predictive, personalized schedules, real-time tracking and dynamic rescheduling. The rollout cut travel time by 15%, increased appointments completed per day by 15%, achieved 97% on-time delivery, and lifted customer satisfaction/NPS by 18% within six months, while reducing scheduling from hours to minutes and maintaining 99.997% uptime.

Virgin Media

Paul Buttery

Chief Customer and Networks