Virgin Media Launches Mobile e-Billing Solution from ebpSource
LONDON, May 9, 2012 /PRNewswire/ –
Leading e-billing and payment specialist, ebpSource, is pleased to announce that one
of its newest clients, UK-based Virgin Media, is already reaping the benefits of its new
mobile e-billing service. The new ‘in-house’ solution was chosen by Virgin Media to
improve customer satisfaction and improve operational efficiency.
Bill preparation and production times for Virgin Media’s mobile customers are now just
a single day, internal processing and support costs have been reduced and the new system
provides the flexibility to easily update and expand future e-billing and payment
services, in line with business objectives and a rapidly-growing client base.
Improving Customer Experience and the Customer Service Process
Virgin Media’s back-office billing engine generates data for over 1.5 million mobile
contract customers a month – most of whom choose to receive their bills electronically. At
the front-end is a customer self-service web portal that supports everything from viewing
and paying bills to switching tariffs, ordering a new phone, topping up and downloading
E-billing plays a critical link in the communication chain with customers and a vital
role in the provision of customer service. Feedback on the new system has been positive
with customers and frontline care staff benefiting from the clear information and data
being delivered. Customers are finding it easier than ever to understand their bills at
first glance, which has had a positive impact on the number of billing enquiries coming
into Virgin Media’s customer care teams.
Moving Ahead of the Market
Paul Mitchell, Director of Billing & Collection Services at Virgin Media said: “With
the help of ebpSource, we’ve made excellent progress in our mobile e-billing experience.
The changes we’ve realised by bringing our e-billing operation ‘in-house’ have given us
outstanding online billing functionality and helps position Virgin Media at the forefront
of the market. We’re able to deliver transparent and meaningful bill information to
customers, and to our frontline customer service agents, which is now simpler to
understand and easier to navigate.”
The new mobile e-billing platform is aligned with Virgin Media’s e-billing and payment
applications for its cable customers, which have been developed and supported by ebpSource
for more than a decade.
Says Steve Wright, EVP of Marketing and Commercial Operations at ebpSource: “By making
significant enhancements to their e-billing and payment processes and applications, Virgin
Media has been able to see some very immediate results. ebpSource is honoured to be a part
of this success story and would like to congratulate team members on all sides. A great
combined effort has provided a solid foundation for future growth and expansion, within
one of the foremost consumer brands in the world.”
About Virgin Media
Virgin Media is the first provider of all four broadband, TV, mobile phone and home
phone services in the UK.
The company’s cable network – the result of a multi-billion pound private investment -
delivers ultrafast broadband connections to over half of all UK homes, with speeds of up
to 120Mb, and is being expanded to reach thousands more people across the country.
Virgin Media has developed the most advanced interactive television service, bringing
together broadcast TV, thousands of hours of on demand programming and the best of the web
in a single set-top box powered by TiVo. The company was the first to offer HD TV and 3D
on demand to millions of UK households.
Virgin Media Pioneers kick-starts new businesses for young entrepreneurs by connecting
like-minded individuals, providing inspiring content and offering unique opportunities to
work with Virgin Media. http://www.virginmediapioneers.com
Virgin Media also operates the most popular virtual mobile network in the UK which,
when launched, was the world’s first such mobile phone service. It is also one of the
largest fixed-line home phone providers in the country.
Virgin Media Inc. is listed on the NASDAQ Stock Market and the London Stock Exchange
(VMED). For more information, go to http://www.virginmedia.com.
The most experienced team in the international electronic billing and payment
industry, ebpSource delivers software solutions, consultancy and support to global
billers, banks and payment processors. ebpSource also serves as Master International
Distributor for CheckFree i-Series, the world’s leading e-billing and payment software
suite which presently underpins many of the largest global e-billing, e-invoicing and
payment applications across the financial services, telecoms, utility, postal,
outsourcing, manufacturing and logistics sectors. For more information go to