Bill preparation and production times for Virgin Media’s mobile customers are now just a single day, internal processing and support costs have been reduced and the new system provides the flexibility to easily update and expand future e-billing and payment services, in line with business objectives and a rapidly-growing client base.
Improving Customer Experience and the Customer Service Process
Virgin Media’s back-office billing engine generates data for over 1.5 million mobile contract customers a month – most of whom choose to receive their bills electronically. At the front-end is a customer self-service web portal that supports everything from viewing and paying bills to switching tariffs, ordering a new phone, topping up and downloading software upgrades.
E-billing plays a critical link in the communication chain with customers and a vital role in the provision of customer service. Feedback on the new system has been positive with customers and frontline care staff benefiting from the clear information and data being delivered. Customers are finding it easier than ever to understand their bills at first glance, which has had a positive impact on the number of billing enquiries coming into Virgin Media’s customer care teams.
Moving Ahead of the Market
Paul Mitchell, Director of Billing & Collection Services at Virgin Media said: “With the help of ebpSource, we’ve made excellent progress in our mobile e-billing experience. The changes we’ve realised by bringing our e-billing operation ‘in-house’ have given us outstanding online billing functionality and helps position Virgin Media at the forefront of the market. We’re able to deliver transparent and meaningful bill information to customers, and to our frontline customer service agents, which is now simpler to understand and easier to navigate.”
The new mobile e-billing platform is aligned with Virgin Media’s e-billing and payment applications for its cable customers, which have been developed and supported by ebpSource for more than a decade.
Says Steve Wright, EVP of Marketing and Commercial Operations at ebpSource: “By making significant enhancements to their e-billing and payment processes and applications, Virgin Media has been able to see some very immediate results. ebpSource is honoured to be a part of this success story and would like to congratulate team members on all sides. A great combined effort has provided a solid foundation for future growth and expansion, within one of the foremost consumer brands in the world.”