CCMA Members Forum - Virgin Media - Transforming Customer Experience and Operational Efficiency: How Virgin Media Leverage Case Management
Date: 02/04/2025
Venue: Virgin Media Ireland, LEDP, Roxboro RD, Limerick V94 C66H.
Winners of the award for Best Use of Technology Transformation Programme at the 2024 CCMA Awards, we are delighted to get the opportunity to visit Virgin Media's customer service centre in Limerick to hear how they leverage case management.
Virgin Media implemented a unified case management solution, which delivered substantial benefits to the organisation. They created a single, reliable source for all case-related data, enabling real-time management and reporting, optimised case routing, and improved communication.
By placing the needs of both customers and the business at the heart of this initiative, and adopting a structured, inclusive approach to project management, Virgin Media significantly lowered operating costs, reduced contact volumes, and boosted NPS scores—all while decreasing overall customer effort.
By taking a customer-centric approach and utilising ‘service design’ methodologies, they developed a phased roadmap that was supported by continuous stakeholder engagement and consultation. The results are clear: case ownership has improved, case resolution times have decreased, work processes have been streamlined, case volumes have dropped by over 50%, and customer effort scores have been significantly reduced.
At this CCMA Members Forum the team at Virgin Media involved this programme will share insights and results achieved to date.
The event will commence with networking at 9.30 a.m. presentations will begin at 10.00 a.m. and the event will conclude at 11.30 a.m.
Please note competitors to Virgin Media are kindly requested not to register to attend this event.
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