case study - dtw.tmforum.org · andy baer senior vice president, communications & media,...

Andy Baer

Senior Vice President, Communications & Media, Salesforce

Chris Coleman

Head of Sales Capability & Enablement, Virgin Media

CASE STUDY:Improving Customer Experience and Sales Effectiveness with Predictive Analytics

Together, We’re Building a Path Forward

2009 • 2010 • 2011

2012 • 2013 • 2014

2015 • 2016

September 2016

2011 • 2012 • 2013

2014 • 2015 • 2016

The world’s most innovative companies

in GDP impact by 2020*

$389B

$8.37B FY17 revenue

25K employees

“Innovator of the Decade”

IDC White Paper, sponsored by Salesforce, "The Salesforce Economy," August 2016

2M jobs created by 2020

Personalize Customer Experience Based on Usage and Preference Data

Engage with Your Customers Through Their Digital Channels of Choice

Expand Your Portfolio with an Ecosystem of Digital Offerings

What Are the Elements of Digital Transformation?

The Customer Success Platform for CommunicationsDeliver a True Omnichannel Experience & Generate Actionable Insight

Legacy Systems of

Record(BSS/OSS)

Platform of

IntelligentEngagement

Service AssuranceNetwork

ManagementProvisioningBilling

LocationManagement

Collections

Chris Coleman

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The 1st quad-

play media

company in the

UK

>5M cable customers

>3M Mobile

>15,000 employees

Proud to be part of the

Liberty Global family –

the largest international

cable company

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A big data challenge

• 15 million premise records

sychronised real time for latest serviceability information

• 800,000 active prospects at any

time being handled through the platform

• Over 3,500 sales agents using the

system at any time

• Real time upload of over 25,000prospect interactions every day

• 10 million marketing campaign

pdf’s uploaded monthly

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We capture ‘every’ prospect interaction across all channels….

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…and we know the full story, of the full journey, that every prospect has

taken.

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The data is allowing us to truly optimise our touch-points, the buying

journey and the purchase experience overall.

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And we’re using the

data in real-time.

Real-time intelligence

to drive meaningful,

real-time action

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Thank Y u