Virgin Media O2 Business revamps partner success model

Virgin Media Business Wholesale has announced a new partner success operating model as part of a range of business changes that aim to improve the partner experience.

The revamped model will see a fundamental reorganisation of resources across the wholesale business culminating in the introduction of a dedicated team focusing on partner success. These changes will provide additional support to help partners grow.

This new partner success team will build in changes to the partner experience across the full customer journey, from pre-sales to end-of-service. The team will support partners through the onboarding process, quoting, and ordering, but will also look beyond the point-of-sale, providing closer guidance through service delivery and aiding with in-life changes and renewals.

The new partner success support function will be available for partners throughout the entire order lifecycle with Virgin Media Business Wholesale.

Aaron Briant, head of wholesale operations, Virgin Media O2 Business, said, “The way the wholesale connectivity channel does business is becoming less transactional and more consultative, and partners across the industry are facing more bespoke requests from their customer base. They need greater support from their suppliers to meet their individual needs.

“Our new dedicated partner success team is here to challenge our partner relationships throughout the entire lifecycle, ensuring we create the right environment and support model to foster mutual growth and success.”

Following the merger of Virgin Media and O2, Virgin Media Business Wholesale is the wholesale connectivity arm of Virgin Media O2 Business. Work to integrate the new partner success process underway with a structured transition plan, and the new team is expected to be fully operational in early 2023.

The move is the latest initiative announced by the company over the last 18 months to support the growth of fixed wholesale partners. Other updates have included the launch of UltimateFlex, investment in high bandwidth capability, and a number of price reductions.