14 Jan 2009
Virgin Media has completed the implementation of a data migration and relationship management software project intended to improve customer service and accelerate product launches.
The rollout of the system follows a decision to consolidate the four legacy billing systems in place at NTL and Telewest, which formed Virgin Media in 2007.
Following the migration, around five million customer accounts are now running on the new platform.
With the new system, the firm intends to execute more innovative product launches across its customer base, and reduce time to market to maintain its competitive advantage.
It is expected that the software will provide a customer-centric view, and cover business aspects such as revenue generation and production, contact and technology optimisation, and operational performance.
"We are committed to delivering a great service to our customers, and our customer care and billing system is an important part of this," said Howard Watson, chief technology officer at Virgin Media.
The software was provided by Convergys.
Ever since the change from NTL to Virgin, I have had no on demand services and am still seeking a refund for this. Having to use the whole call centre system is infuriating and expensive. I too have had promises of managers calling back, to no result. Has anyone got the phone number for Virgin customer relations? I have been told that getting through to them, as opposed to customer service, can produce results.
Posted by: Martin Powers 20 Feb 2009
Customer service has decreased since the M&A of the businesses. Also, they do have the ability to read your emails, their systems don't prevent them from doing so, it relies purely on the operator 'not' to do so.
Poor architecture which has not been kept in alignment with the law.
Posted by: Graeme Teesdale 05 Feb 2009
I ordered Virgin broadband, TV and phone for guaranteed installation before Christmas. Six weeks and hundreds of hours of calls at my expense later they have still failed to install my order. What's more, they have cut my landline with BT so I am incurring huge mobile bills. They insist you go through the whole call-centre process every time. Countless managers have promised to call me back but have failed to do so. The customer service is, by a long way, the worst I have ever encountered. To add insult to injury I have just received a bill for £200. This is completely incorrect and offensive anyway given we haven't had the service yet!
Posted by: Joe Reynolds 22 Jan 2009
Was this comprehensively tested, I wonder? Webmail is inaccessible today, but status reports at Virgin say all is well, which despite 12 months of service failures is always the case (read the forums). Could be the next improvement Virgin should address.
Posted by: Tester 14 Jan 2009
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