Virgin Media O2 Business is moving beyond standard service level agreements (SLAs) – introducing bespoke ‘Success Agreements’ for new large enterprise and public sector customers.
Where conventional SLAs outline the service offering customers can expect from their IT solutions provider, Virgin Media O2 Business’ new Success Agreement will build on this: helping define specific goals or outcomes for each individual customer. They will offer more flexibility, with no penalty if usage drops (by up to 15%), and reduced dual-running costs for the first three months.
There is also a 25% reduction to the relevant monthly service charge until customers meet their objectives (for up to 12 months) if customers haven’t met their goals within six months of service deployment*.
The Success Agreement is designed to help new customers in the large enterprise (more than 250 employees) and public sector segments reap the benefits of digital ways of working. They will see Virgin Media O2 Business work closely with customers signing up to its Zscaler (cloud security), 8×8 (Voice over IP), SD WAN, Mobile, and Voice for Teams services to create a bespoke plan, built around their organisation.
Katy Liddell, Director of Customer Excellence at Virgin Media O2 Business, says:
“We all know the benefits digital transformation brings, from improving employee experiences to revolutionising day-to-day operations. But we’ve also seen that becoming a more digital business can be a huge undertaking, and it’s time for customers to expect more from their suppliers.
We want to simplify the move to digital for our large enterprise and public sector customers, so we’re introducing a whole new way of working together – built on partnership, flexibility and a unique commitment to their success. Welcome to the Success Agreement.
“The Success Agreement goes above and beyond standard SLAs, by putting an organisation’s individual goals at the heart of our working relationship. We’ll work closely with our customers to define their digital goals, and help build a bespoke plan to get them there successfully. Ultimately, we’re judging our success not on what we do for them, but what they get out of working with us. So customers get all the benefits of digital change, without all the risk.”
Alongside the launch of Success Agreement, Virgin Media O2 Business has also unveiled its first dual brand campaign since coming together in June 2021.
‘Expect More’ is running across owned, earned and paid channels in March 2022 – including national and specialist media, brand new social media channels and at Virgin Media O2 Business
