Case Study: Virgin Media achieves personalized omni-channel buying experiences and customer growth with Salesforce

Virgin Media grows its customer base and provides the best omni-channel buying experience for its prospects

Virgin Media, the U.K.'s largest provider of on‑demand content with 4.8 million cable customers, needed to give prospects a seamless, personalized buying journey across web, retail, contact‑center and field channels. Until recently, prospects had to repeat information when switching channels and sales teams lacked visibility into prior interactions, limiting the effectiveness of follow‑ups and conversion opportunities.

By implementing Salesforce Service Cloud, Einstein Analytics and a mobile app on the Lightning Platform, Virgin Media unified prospect data across channels, gave agents full visibility of end‑to‑end journeys, and digitized direct sales operations. The result: more personalized, consistent prospect conversations, better data‑driven insights into cross‑channel behaviour, increased efficiency for field teams, and stronger conversion outcomes as more prospects move to become customers.

Virgin Media

Christopher Coleman

Head of Sales Capability & Enablement