INSIGHT

Looking ahead together, with Virgin Media Business Wholesale

By the VMB Wholesale team

March 2nd 2021

We want to give you the best possible customer experience...

this includes keeping you up to date on the improvements and changes we make.
 
Your opinion is important to us, so if you’ve got any feedback or would like to find out more about any of the items in this article, please get in touch here: wholesaleinsight@virginmedia.co.uk
 

New initiatives

The Innovation Squad

We recently set up an internal Innovation Squad who are looking to understand how we can better collaborate with our partners, listen more proactively to new ideas, and improve customer experience to drive change within our business.
 
The team is a semi-autonomous taskforce dedicated to championing the Voice of the Customer and enabling intrapreneurship. We are validating a potential collaboration platform because customer input is a key and iterative part of the entire process, from ideation to feedback on prototypes.
 
If you’re interested to learn more or want to contribute your thoughts to our survey, please get in touch: wholesaleinsight@virginmedia.co.uk

New Ways of Working

We’re striving to challenge the way we work together with you, and investing in co-creation. Our sales teams are creating and executing joint business plans to enable us to align our business goals.
 
We want to truly understand your business and how we can best support it. If you haven’t had a discovery session with us yet, please reach out to your account manager to get one set up.

Digital Evolution

We have formally launched our Digital Evolution Campaign. This is a multi-million-pound investment that ensures we are better serving and championing your needs now and in the future.

 

We welcome your involvement and support in helping us shape what this looks like. If you’re keen to be involved, please get in touch with your account manager or the Insight team. We look forward to sharing more with you soon.

Customer Experience

NPS Q1 Survey

We're committed to driving change via our Customer Advocacy Group and that's why we'd like to hear your feedback. The Q1 NPS survey will be launched 2nd March. If you're taking part, please give us your feedback by 23rd March.  

Transactional NPS

This year we’ll be reviewing our transactional NPS programme to give you a greater opportunity to feed back to us, so we can better focus on what’s important to you. If you’re keen to have a say in what this could look like and how you’d prefer to interact with us, get in touch!

Communication

You’ve told us we need to up the quality of communications we send to you, and keep you more regularly informed across your end-to-end customer journey.

 

We’re actively looking to identify ways we can achieve this, and we are hoping to implement them in the very near future.  

Commercials

Promotions

Promotions (in Engage) is an enhancement scheduled to launch by the end of Q1. It’ll feature a more robust mechanism for applying promotions to your orders. Simply click to choose a promotion and we’ll highlight the
total discount you’ll receive. We’re also working on ensuring this capability is available via API.

Upgrades and Renewals

Later this year, you’ll have upgrades and renewals at your fingertips as we add this capability to Engage. All you’ll need to do is find your existing order and, at the click of a button, choose how you want to manage your service.

Product Update

National Ethernet

We’ll be introducing both 5Gbps and 10Gbps into Engage soon!

High Capacity Services

DHCS is scheduled to be released at the end of February on our digital platforms. It’ll sit alongside NHCS, which launched at the back end of last year.

 

All our HCS journeys now have a fresh new user interface that allows you to quote and order faster than ever before. We’ll also bring your remaining services in line with the new interface we have for HCS to make it easier to do business with us and give you with a slicker digital experience when you interact with us.

Operational Improvements

Fault Management

Across the wider Virgin Media Group, we’re reviewing your Incident Management experience. We’re looking end to end across communications, fault-management practices, automation and hand-offs, among others. The results of our review will be used to target areas for improvement to provide an enhanced experience. The review is scheduled to complete by the end of Q1 and improvement activities will begin shortly after that.

Delivery

Planning

  • Planning has shown signs of improvement: the Open Age of Median WIP (the average time it takes to plan) is back to where it was before the pandemic: 45 days.
  • We have 22 apprentices a quarter of the way through their programme. They’re starting to support key planning tasks in the Virgin Media Business Wholesale workstream.
  • We are evolving the current linear ways of working and introducing parallel working to improve time to plan.
  • We’ve introduced 100% quality checks to avoid referrals within Construction and improve our 'right first time' rate.

Construction

There’s still some work to be done in Construction to get the Open Age of Median WIP down by 12 days to pre-Covid-19 levels. The current time is 44 days.

 

However, throughput in Build saw a recording-breaking month in January AND we’re on track to replicate that in February. We are therefore hopeful of getting back to pre-Covid-19 performance by end of Q1.

 

In other news, we’re incrementally scaling our contractor resource, introducing additional contract partners in hotspot areas, and bringing in additional experienced resource to focus on BAU and Projects.

 

We’ve also recruited 31 in-house Splicers, who are going through their induction and training at the moment.

 

Finally, we’re carrying out an end-to-end review of best-practice process in Build; we’re looking to make changes and improvements where these are needed.

Do you feel there’s more we can do to improve your experience? Last year, we launched Revolution Model, which highlighted how we wanted to make future improvements based on your feedback.

 

We’re sticking to our pledge, so what would you like to see more of? Is there something we’re not working on that we should be? Please let us know at whoelsaleinsight@virginmedia.co.uk or speak to your account manager or service manager today.

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