Virgin Media streamlines benefits and payroll administration

Virgin Media has launched a platform called Employee Services to effectively communicate with all its employees.

RightNow centralises the organisation’s various HR departments – the people team, employee benefits and payroll – into a single resource for staff. Its aim is to expedite employee access to benefits and payroll information.

The platform is integrated with Virgin Media’s employee records database so when it fields a call or email, details about that staff member are immediately on hand.

Located on the organisation’s intranet, which currently receives 4,000 visits per week, RightNow also automatically sends surveys linked to each contact asking for feedback.

Zoe Howgill, customer service delivery manager at Virgin Media, said: “Before Employee Services was introduced, there was a static frequently-asked-question (FAQ) facility for employee and recruitment issues.

“Contacts and reports were being handled by Outlook and Excel spreadsheets respectively, and we wanted to improve efficiency.

“With one team handling HR and administration and another dealing with pay issues, the idea was to bring everything together so that processes flowed smoothly, resulting in a better experience for all our employees.

“With the new structure and with RightNow, which is intuitive and easy to administrate ourselves, our work is better organised and we have improved engagement with the team.

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“Before, we could not tell how well we were doing. Now we know exactly what we need to do to improve the employee journey and what to alter on the intranet because employees are telling us.”

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