With this new offering, Virgin Media aims to expedite employee access to company information
Virgin Media, a UK based fixed and mobile telephone, television and broadband Internet services provider is using RightNow, to provide improved employee experience.
With RightNow, Virgin Media has centralised and improved access to all staff-related services, combining information from departments like the People Team, Employee Benefits and Payroll into a single shared services resource called Employee Services.
The aim is to expedite employee access to company information, and already Employee Services is solving 87% of employee enquiries in the first contact.
Virgin Media’s Employee Services helps keep its staff informed and in-touch whether they are field based engineers and more inclined to phone in with a query, or office based workers with regular access to the web.
RightNow CX tracks and analyses approximately 1,000 phone calls and 3,000 emails each week for the telecom company, and is integrated with Virgin Media’s employee records database.
In addition to providing complete insight into any employee queries, RightNow automatically sends surveys linked to each incident asking for feedback.
The RightNow CX self-service technology on the Virgin Media intranet, which currently receives 4,000 visits per week, gives employees instant access to relevant support content.
Virgin Media customer service delivery manager Zoe Howgill said with one team handling HR and admin and another dealing with pay issues, the idea was to bring everything together so that processes flowed smoothly, resulting in a better experience for all employees.
"With the new structure and with RightNow, which is intuitive and easy to administrate ourselves, our work is better organised and we have improved engagement with the team," Howgill said.
"Now we know exactly what we need to do to improve the employee journey and what to alter on the intranet because employees are telling us."