Virgin Media

Since using Esendex’s Web SMS service Virgin Media's engineers have saved thousands of hours on wasted call outs. The appointment reminder service has also proven to be really popular with customers.

To ensure missed appointments are kept to a minimum, Virgin Media now uses Web SMS to text customers two days before any arranged installation date.

A project manager at Virgin Media says:

We did have quite a large number of people who just weren't in - they'd forgotten we were coming. By texting them we've been able to jog their memories - fewer customers forget and many come back and tell us in advance the appointment is no longer convenient and ask to re-arrange. We're delighted with the service.

It's also good for Virgin Media engineers. Virgin Media estimate they have avoided 45,000 wasted callouts per annum. And then there’s maintenance.

A lot of people can call our engineers out when the problem is with their TV set or other equipment and not with the cable service. They clear up the problem but forget to cancel the Virgin Media engineer who turns up to find he wasn't needed, or there is no-one in. We found 16% of customers who arranged for a visit weren't in. Now we text them a couple of days before and as a result that number has gone down by 6% which makes a big difference. It means we can do legitimate repairs more efficiently and quickly, which obviously goes down well with customers.

Finally Virgin Media managers are finding Esendex’s Web SMS a valuable management tool for internal communications. Call centre managers, who are often away from their desks, are sent an SMS every hour and a half telling them how many calls are being handled in an hour, and the average time spent dealing with those calls. If problems are developing they can deal with them immediately rather than wait till they are back at their desks.

Call us now on 1-866-356-4694 or email sales@esendex.us to find out more about how our services can help your business.