This week the UK's 5th largest mobile operator Virgin Mobile floated on the LSE. As a virtual network operator that piggy-backed upon T-Mobile's network infrastructure, Virgin Mobile's proposition to the market has been predicated on its ability to differentiate on superior customer service.
Virgin Mobile has succeeded in this task, gaining industry recognition and awards for its customer service capabilities. Customer Services Director, Andrew Ralston attributes part of the success:
"Virgin Mobile places customer service at the heart of everything we do and Strategix has played a major role in helping us to meet the high standards that we set ourselves. In October 2003 we received the prestigious Mobile Choice Consumer Award for ‘Best Customer Service’ for the third year running, and have also won an award for ‘Complaints Team of the Year’ at the National Customer Service Awards.
"In seamlessly linking together our front and back office systems, Strategix has allowed us to become a true Real Time Enterprise, letting us ensure customer satisfaction through unrivalled order fulfilment, and faster and better response to customer enquiries."
Strategix would be happy to discuss how its software is helping companies like Virgin Mobile provide the best possible levels of customer service and how it sees the UK market evolving to meet the needs of today’s ‘demandistas’ – customers that demand more, faster. Strategix believes that customer service is increasingly the only way in which UK organisations can differentiate themselves, but feels that there is still a long way for many companies to go before customers receive the levels of service they expect in today’s ‘now economy.’
To speak to Strategix or one of its customers, please contact Adrian Brophy on 0207 298 7070 or email firstname.lastname@example.org.
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