When entertainment and communications firm Virgin Media formed from cable companies NTL and Telewest plus Virgin Mobile, it inherited three field teams using different technologies and field processes. Deploying Dexterra enabled the company to standardise its operations across the three groups and provide all technicians with the applications they needed to perform customer installations and maintenance.
This enables Virgin to provide a better service to customers, as technicians offering telephone, broadband and digital TV support will be have all the information they need to complete each job from a single device and on the first visit – bringing cost savings to Virgin too. The information collected on these devices is fed into Virgin’s in-house diagnostics system, ICOMS, through Dexterra, and then the correct diagnostics or relevant data are sent back to the mobile devices.
In such a competitive market, customer service, and satisfaction, is key. Standardising our field activities and arming our customer-facing staff with better mobile tools is a critical component in this, particularly as more customers are taking more services from us, said Paul Buttery, managing director of the access division at Virgin Media.
From a management perspective, the Dexterra system brings Virgin far greater visibility of the status of tasks, enabling the company to send out scheduling updates.
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