Case Study:
Virgin Media Business

Virgin Media Business has the UK’s only nationwide fibre optic network, carrying 35 per cent of all business broadband traffic. Already able to reach 85 per cent of businesses in the UK, Virgin Media Business has the ability to connect to all organisations. The largest business-to-business brand in the Virgin group, it prides itself on delivering innovative, high quality solutions that break down the barriers facing UK businesses today.

Staff are located at around 40 offices across the country, meaning that Virgin Media Business really is closer to its customers. Organisations working with Virgin Media Business include London City Airport, Nottingham Building Society, Arqiva, Hampshire and Isle of Wight Partnership and South West Water.

We now have the right platform that enables us to continuously improve the service that we offer to our customers. We have seen dramatic improvements in visibility, performance and availability. From a business point of view this has helped us increase the capacity to take-on new customers and will enable us to grow without significant operational cost.

Martin Singer, Virgin Media Business

What was needed

Virgin Media Business have ambitious plans for growth; in order to achieve this, the network operations team needed to streamline the whole operation of taking on a new customer to provide a more effective service to customers as well as to reduce cost.

The desire was to remove bottlenecks while freeing up skilled employees to contribute more rewarding and valuable work to the business.

Martin Singer noted “HP introduced us to Engage ESM who have proved to be excellent service providers. Whilst the people who we work with at Engage ESM clearly demonstrate great individual skill and experience we have also benefited greatly from the collective experience. This wider group of consultants and technical engineers has been a great source of knowledge and skill especially when integrating between a number of different service management systems.”

How we tackled it

Working closely with all the key stakeholders, the staged approach of design, build, configure and test was closely tailored to Virgin Media Business’ requirements. The implementation was completed on time and on budget and from the initial concept took 20 weeks to complete.

Business outcomes

As a consequence Virgin Media Business now have a streamlined and automated process for the take-on of new customers that has eliminated bottlenecks and manual processes. In addition to the initial take-on process, there is now an integrated Network Management System to identify issues earlier and manage network performance.

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