Salesforce, the US-based CRM vendor for enterprises, is expected to assist Virgin Media to deliver better buying experience to consumers with personalized, integrated and consistent customer interactions across their sales channels.
Virgin Media has implemented Salesforce software to support the buying experience for its entertainment and communication services. The UK-based telecom operator is investing in Salesforce Service Cloud, Analytics Cloud, App Cloud and Chatter to improve the buying journey of its prospects.
Virgin Media has linked its website, call centers, door-to-door sales and retail stores as part of omni-channel approach and to simplify purchasing experience for Virgin customers. The mobile operator has invested in Salesforce Service Cloud to share sales data across departments and between stores.
The sharing of sales related data allows Virgin Mobile sales team to access the details of customer interaction on every channel. Virgin Media can take actions to further personalize and enhance the customer experience by viewing this customer information in Analytics Cloud.
Christopher Coleman, head of Multi-Channel Sales, Virgin Media, said: “Our prospects don’t think of Virgin Media online, Virgin Media telesales or Virgin Media retail. With Salesforce, we can deliver these great sales interactions; enable our sales people to have more informed sales conversations.”
Virgin Media is using Salesforce1 Mobile App to provide customer data to its field sales teams, which make up more than half of its sales staff, supporting a seamless customer experience. Using App Cloud, Virgin Media creates mobile apps that can help its 500+ door-to-door agents digitise their direct sales operations with information.
Chatter is also improving the Virgin Media sales team’s ability to connect with colleagues in other departments, further connecting the customer experience, said Salesforce.