Virgin Media has signed up Salesforce to help it improve its customer experience processes.
The operator is implementing the vendor’s cloud-based Service, Analytics, App and Chatter services in a bid to provide an omni-channel experience to customers.
All website, call centre, door-to-door sale and retail store data will now be logged on the same system, meaning different departments at the Liberty Global-owned business can access the same data.
By using analytics, Salesforce said Virgin Media would be able to further personalise and enhance the customer experience.
Virgin revealed earlier this month that its financial performance in the first quarter was its best for six years as it registered record low churn levels.
Christopher Coleman, Head of Multi-Channel Sales at Virgin Media, said: “We want to deliver a brilliant customer experience, but we want that brilliance to extend to our prospect experience too.
“Our prospects don’t think of Virgin Media online, Virgin Media telesales or Virgin Media retail.
“They just think of Virgin Media and expect to have a joined-up experience.”
Andrew Lawson, UK and Ireland Managing Director at Salesforce added: “In the highly-competitive UK communications market, customer experience really is the key to success.
“Virgin Media has recognised that customers are now using more channels than ever, and want seamless experiences across those channels that recognise all of their activity with a brand.”
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