Creating new services for Virgin engineers to improve the way that they work
Hacking and improvement are natural instincts. How might a company with over 50,000 mobile engineers utilise their collective instinct to improve the speed and efficacy of customer interactions?
After years of corporate engagement strategies, Virgin Media’s installation engineers had little tolerance for top-down initiatives. Instead, they relied on an informal network of peers for training, behaviour coaching and equipment recommendations that suited the needs of their area.
After a detailed analysis of customer needs and engineer behaviour, I created a structure for engineer hacks to be shared, amended and sold within the business. Allowing engineers to create and spread best practice and gain credibility and reward for their innovation.