Behind the numbers in 2014: Fleet management and efficiency 2
6th July 2015
Reduce truck rolls by 150,000 through our Project Green initiative.
How we did:
‘Truck roll’ is the term we use for each journey made by our vehicles in our logistics network – averaging out at about 2.8 miles per trip.
We reduced ‘truck rolls’ by 280,437, significantly beating our target of 150,000 truck rolls. This is about the same as taking 784,000 miles of the road.
Virgin Media uses service and install vehicles to distribute kit to customer homes up and down the country. Over the last year we’ve been working to make this process much more efficient. This isn’t just about reducing our environmental impact, but also improving the experience for our customers, by making the process for distributing or fixing products as quick and easy as possible.
In 2014 we reduced the number of truck rolls by:
- Improving the way product faults are diagnosed so we get it right the first time, preventing the need for an installer to make a trip.
- Helping our customers fix problems over the phone instead of sending someone out.
- Making the most of our Quick Start offer, which helps customers get things up and running themselves, again preventing the need for an installer visit.
- Ensuring customers are home before an engineer calls round – seems like a no-brainer, but the logistics behind this are pretty complex!
This has been made possible thanks to a big effort right across the business – from our logistics and install teams, to contact centres savings – which is something we are particularly proud of. Reducing our truck rolls resulted in significant savings in fuel consumption, carbon emissions and calls to our Care team. In turn, it’s made big cost.
Find out more about our new operations goal here.
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