Mobile provider amps up its customer experience
Virgin Mobile offers a different mobile customer experience. In addition to innovative technology and excellent nationwide coverage, it focuses on gimmick-free service, the ability to test and return a phone, and giving back to the community by donating 10 meals for every new customer that signs up for its unlimited text, talk and data Inner Circle Service membership.
The company wanted to provide its customers with a streamlined experience that not only made it easier to perform important account functions, such as adding a line or device, but also delivered expanded content able to captivate customers throughout their journey. The new platform would need to bring its marketing and IT teams together to provide high-quality content at scale.
To meet these goals, PK implemented and launched the Adobe Experience Manager (AEM) content management system. The solution enables the mobile provider to create rich, personalized customer experiences that drive greater brand engagement, increase sales and build long-term customer loyalty. It empowers the company to connect the dots across all channels and provide compelling content on every digital touchpoint, all from a single platform. With PK’s guidance on the Adobe Experience Manager implementation, the company was able to remove silos between IT and marketing, freeing both teams to apply their expertise more effectively. This allowed for increased efficiency and reduce overall QA time.