Virgin Media Business rapidly connects with dramatic impact of digital, technical onboarding.
Virgin Media Business is a provider of full-service communications, covering everything from connectivity and applications, to security and cloud services, across organisations of all sizes and across all sectors.
When new services are sold for connectivity, field service teams install the equipment on customer premises and then a team of highly specialised engineers configure the network and equipment to deliver a robust service to the customer.
Virgin Media Business needed a solution which can onboard new engineers more quickly with less cost, improving ROI, reducing opportunity costs, and speeding up customer connections.
The team was about to expand significantly to cope with a surge in connections, but without a structured onboarding programme
Configuration tasks are complex, lengthy processes, using multiple tools which cannot be learned using traditional means
Experienced engineers are busy on configuration tasks with little availability to train new recruits
Training and onboarding times are long, meaning that building a new team incurs high costs with a later return on investment
Amphigean delivered a structured, digital, self-serve learning journey providing explanations of technology, processes and how-to videos of highly complex processes, designed with easy access for quick recaps.
Significantly reduced the time required of senior engineers, and expedited the training of new engineers, delivering a higher volume of connections in a shorter timeframe.
Senior engineers able to focus on configuration tasks and perform a coaching role for new recruits rather than delivering training
Onboarding timescales significantly reduced from 3 months to 6 weeks, adding value to the team earlier and improving the ROI
A programme of self-serve modules suitable for new engineers starting at any time and for recap, meaning new starts do not have to wait for training
An overall better onboarding experience for new engineers scored 88% with no detractors
Consistent level of foundation knowledge across all engineers