Case Study: Virgin Media cuts $1.25M in costs and improves SLA performance with Resolve

Virgin Media Saves $1.25M per Year by Automating Proactive Service Health Checks

Virgin Media, a United Kingdom telecommunications provider, needed to scale support operations without adding headcount while improving customer satisfaction and reducing inbound calls. Manual incident validation and diagnosis created heavy work for operators, especially for frequent HFC and ICOMS faults, and delayed customer notifications led to escalations.

Virgin Media used Resolve Actions from Resolve Systems to automate health checks, validate incidents in real time, update and triage tickets, and notify customers immediately about outages. The company said it realized annual savings of $1.25M, reduced call center volume by 30%, cut calls related to HFC issues by 21%, reduced ICOMS faults escalated to live agents by 46%, and eliminated 6,500 escalations to the help center.

Virgin Media