How VMO2 supercharge engagement in their retail teams
98%
engagement
3.75x
recognition
94%
comms read
Virgin Media O2 empowers their people to feel valued, unstoppable and inspired
At the heart of every extraordinary company lies a dedication to the amazing people who make it all possible; the employees.
Virgin Media O2 is a business that empowers their people to feel valued, unstoppable and inspired every single day. They do everything in their power to make sure this happens.
Their teams are the face of their company, and if they’re not engaged or motivated, they won’t be up to date with the knowledge they need to support their customers. Or worse, they leave.
The challenge was set
To reach the 5,000-strong frontline workforce, not only to streamline their internal communications, bolster employee engagement, and drive training but to inspire and motivate their employees to love their jobs and be excited to come to work.
We don't just focus on sales results; we want to create a community where people are engaged and excited about coming to work
Emma Finney - Business Planning and Engagement Manager
Information overload was impacting employee performance
The amount of complex information each sales associate needs to know can be overwhelming. Still, if they’re not equipped with the proper knowledge, it can massively impact their confidence, the customer experience and ultimately, sales.
Virgin Media O2 have tried multiple platforms, from off the shelf to custom builds, to support their sales associates by making their job easier and recognising their efforts; however, the journey was always disjointed, awkward and inconvenient.
In retail, if the journey is disjointed, it impacts engagement levels; anything complicated and takes time means it doesn't happen.
People say they’ll come back, but they never do.
Jody Myers - Head of Business Planning, Engagement & Communications
They were looking for a simple yet highly effective engagement and comms platform which would act as the driving force behind optimal employee performance. They needed it to engage their teams, motivate them to achieve more and keep them informed with the knowledge they need to perform their job to the best of their ability.
98%
Engagement
Ocasta Engage is an internal communication and engagement app which deeply understands the intricate motivators that inspire employees to take action.
Engage empowers teams with access to communications in the palm of their hand, and the clear signposting of complex information makes it effortless for them to stay on top of everything they need to know to do their jobs.
The powerful app manages to cut through the noise of other workplace tools, which means important information is no longer slipping through the net.
Virgin Media O2 see 98% engagement on Ocasta Engage, far beyond their business-wide corporate tools.
We’ve never had performance like this with any of our comms platforms.
Jody Myers - Head of Business Planning, Engagement & Communications
Every part of Engage is created with customer-facing teams in mind; these teams need to work quickly to ensure they take action and engage.
Engage has made it incredibly easy for Virgin Media O2 to quickly communicate with all of their stores and effortlessly reward sales associates (even the hard-to-reach franchises) in an efficient, simple, yet highly effective way so that all employees are informed, engaged and excited about their work.
With 1,000s of gift cards available, VMO2 staff can quickly redeem their reward when in line at their favourite store. All are powered by the Tillo Gift Card Platform.
Their teams now have just one login and app to glide smoothly between training, comms and engagement tasks, making their daily activities frictionless.
Combining engagement and communications has meant Virgin Media O2 can deliver a joined-up experience supporting their sales associates at every stage of their working journey.
3.75x
Recognition
Alongside the laser-targeted comms, all staff can hand out rewards and recognition from the same app in seconds.
Virgin Media O2 has seen 3.75x the reward and recognition being handed out. From 800 to a staggering 3,000!
We’ve seen an insane uplift in recognition.
Sarah Walton - Engagement Coordinator
It makes customer interactions so much easier because there’s so much stuff we’re telling them they need to retain.
Emma Finney - Business Planning and Engagement Manager
Working with Ocasta
The team at Virgin Media O2 work closely alongside Ocasta to ensure that their ambitious engagement and communication goals are met successfully and in a realistic timeframe.
An open and honest relationship is fundamental to the app’s success, and Virgin Media O2 love that Ocasta supports them through every stage of their employee engagement journey.
Ocasta are just as excited about our development as we are.
They’re not just ticking a list; there’s genuine excitement, and it feels like they’re on the journey with us.
Sarah Walton - Engagement Coordinator
The team at Ocasta have enhanced Engage to ensure it meets Virgin Media O2’s overarching objectives to excite people to come to work.
This has allowed VMO2 to achieve enviable engagement results and build a team of high-achievers who are motivated, productive and, most importantly, successful.
It’s working, it is having an impact, and the results are showing it.
Jody Myers - Head of Business Planning, Engagement & Communications
Jealous?
Have a 30-minute demo today with one of the experts at Ocasta to see how Ocasta Engage can supercharge the training, comms and engagement of your customer-facing teams.
or learn more now.