BT Design

BT Design is ranked as one of the top five IT services organizations in the world, supporting 140,000 staff at BT Group, one of Europe's leading providers of telecommunications services. BT Design manages almost one million desktop items - such as PCs, printers and software products - and supports approximately 4,000 software applications. It is a corporate-sized organization in its own right with 3,500 staff and annual revenues of US$1,440 million (900 million). BT Design's business comprises activities such as application development and support, hardware and software support, security and access management, and change management. It is one of the largest IT support organizations in the UK, receiving 2.6 million first-line support requests, which result in 1.5 million more complex support cases every year.

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Headquarters:	Bletchley, Buckinghamshire

Website:	www.BT.co.uk www.bt.com

Employees:	3,500

Revenue:	US$1,440m per year (900m per annum)

Customers:	140,000 users in BT Group serving over 21 million corporate and residential customers and more than 28 million exchange lines in the UK

Challenges

In an increasingly competitive market, grow customer lifetime value by selling more products into existing accounts.
Customer contact channels weren't integrated, and information on customers and product lines were kept in silos, creating disjointed interactions with customers and independent representatives.

Solution

Implemented Amdocs CRM to improve customer service, streamline processes, and reduce costs
Chose Amdocs CRM because it can be quickly and seamlessly integrated with multiple legacy systems
Worked with Amdocs to jointly develop CRM Process Manager to automate the critical support processes performed in CRM
Deployed a four-phased implementation schedule to enable the company to continue delivering uninterrupted, High-quality service

Results/Benefits

Saved more than US$4.8 million in the first year of operation, with an expected annual ROI of $2.4 million
Reduced IT support staff from 13 to only four people, saving a further $830,000
Drastically improved workforce efficiency and reduced staffing by 20 percent, a savings of $640,000 a year
Automated desktop ordering, provisioning and purchasing processes, enabled by CRM Process Manager, resulted in reduced errors and provided important metric used to project future requirements and identify purchasing trends
Improved service delivery by reducing the time it takes to resolve queries, enabling users to carry out their own simple support tasks, and automating many support functions.

"Amdocs CRM automatically filters each of our 1.5 million cases a year, delivering the single biggest cost saving and the potential for even greater savings."