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