Virgin Media
Being one of the UK’s leading media brands means it’s essential that Virgin Media are always improving customer service and employee performance. However, with this comes a few challenges. Because of the difficult time for high street shops they’ve had to simplify their business and optimise the way that they perform. They needed to keep their customer service consistent, manage and improve the performance of multiple departments and make sure the quality of their day to day operations are never compromised.
300%
Increase in sales
99%
Monthly usage across workforce
80%
Reduction in time taken to do audits
Digital transformation
Virgin Media were looking for digital tools for 4,500 employees across five departments. The aspiration was that this would speed up day to day operations, provide operational visibility, help staff understand the company’s fast-changing products and services and also improve their overall business knowledge.
Telesales
Retail
Field Tech
Field Sales
Business
Partners
Why they choose Oplift:
They needed a platform that was flexible and all encompassing so that it could cover everything from employee engagement, communication, reporting, auditing controls, e-learning, ePOS and staff observations.
By having all of these elements in one platform it allowed them to gather every bit of information they needed in one centralised space. This improved admin and control because it gave them better visibility of their business as a whole. We designed and built everything for them, which meant all of their end users had a consistent look and feel across all app and web touch points.
It allowed them to get data across all areas of their business meaning they were able to gain rich insights and analytics which they had not had the ability to do before.
Speedy operations. More compliant.
They reduced the time it took to do their workplace audits and checklists by 80% going from 4 hours to just 45 minutes.
Virgin Media can ensure that all of their locations follow company processes, point of sale directives and their guided sales journeys. They’ve increased conversions in key sales metrics and improved store presentations and standards.
Improved knowledge. Better service.
After the first 3 months of using Oplift they saw a 10% boost in NPS, and a 7.4% boost in employee product knowledge.
Within the first 6 months they saw a 13% increase in sales. Staff engagement was evidenced by employee surveys which showed that 97.5% of staff like or love using Oplift and 65% of staff even play the gamified learning solution in their own time!
Faster transactions. More space.
They have removed their bulky sales counters and now carry out sales transactions wherever the customers are.
This has reduced wait times for customers and transformed the look and layout of their stores, they’ve seen a 20% increase in floor space.
What are the team at Virgin Media saying?
With Oplift Review, for the first time ever we are able to digitalise data. Not only is this a huge time-saving exercise for each stakeholder but the data we can collect and have readily available to us provides a huge insight into our business that we've never had before!
- Lisa. R. Operations Project Manager
The look and feel of the software are superb. It has been designed with the end-user in mind. New users of the software easily navigate around with little to no training. They find themselves comfortable with it in a short space of time. Our speed to competency has vastly improved.
- Tom. H Retail Operations Project Manager
Internal communications have improved significantly, as well as staff speed to competence and reduction in customer handling times. Out front line staff have all the tools they need at their fingertips, whether they use the desktop version of Oplift, tablet or mobile. We’re able to provide in the moment feedback on staff performance and reward them with digital trophies rewarding and recognising staff (at no expense!) to operational checklists and induction courses. It’s literally an all-encompassing tool that would be perfect for any business.
- Kate. B Internal Comms Business Partner
We have been able to increase conversion in key sales metrics and our store presentation and standards have never been higher.
Ian V. Senior Operations Manager
Get in touch
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