Virgin Media improves customer management

New platform provides detailed data on client behaviour to support business development

Virgin Media hopes to accelerate product time to market

Virgin Media has completed the implementation of a data migration and relationship management software project intended to improve customer service and accelerate product launches.

The rollout of the system follows a decision to consolidate the four legacy billing systems in place at NTL and Telewest, which formed Virgin Media in 2007.

Following the migration, around five million customer accounts are now running on the new platform.

With the new system, the firm intends to execute more innovative product launches across its customer base, and reduce time to market to maintain its competitive advantage.

It is expected that the software will provide a customer-centric view, and cover business aspects such as revenue generation and production, contact and technology optimisation, and operational performance.

"We are committed to delivering a great service to our customers, and our customer care and billing system is an important part of this," said Howard Watson, chief technology officer at Virgin Media.

The software was provided by Convergys.