Case Study
BT simplifies global complexity with Pega
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Unified solution for end-to-end customer journeys
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38% reduction in proposal cycle time
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Millions in manual processing cost removed
“What we've been able to achieve through our partnership and utilization of Pega is a genuine end-to-end process that's integrated into our historic legacy systems. We've integrated about 15 different systems into Pega. For our employees, they now have a single system experience.”
The Business Issue
Within BT Group – a global leader in communications and technology services – the BT Business division empowers businesses with state-of-the-art communication services. Generating over $5.6 billion in revenue, BT Business serves a multinational clientele, ranging from small enterprises like local hairdressers and takeaway shops to large corporations operating in the UK and across the globe.
Many years of manual processes had led to excessively high costs and a lack of visibility for customers, employees, and third-party partners across the ordering journey. The complexity of BT Business' product portfolio added an extra layer of challenge. Over the years, the company accumulated an extensive array of products, resulting in thousands of potential product permutations. These variations are influenced by eligibility, pricing algorithms, migration rules, and commercial considerations – making it an intricate puzzle to decipher.
BT Business recognized the need for a transformative solution, one that could not only adapt to changing business dynamics but also efficiently manage and optimize this complex product ecosystem.
The Solution
BT Business leveraged Pega expertise from its Digital Process Automation Centre of Excellence (COE) to create a unified solution for seamless end-to-end digital customer journeys. The COE played a pivotal role throughout the project lifecycle, offering diverse services such as platform support, release management, resource management, architectural alignment, and oversight of external relationships.
The resulting solution successfully delivered streamlined, standardized, and automated digital customer journeys – achieving widespread adoption within the business. BT now has a versatile orchestration platform that can be used across various domains – enabling reliable, predictable, transparent, accurate, and relevant customer and employee experiences.
Key features of the solution include catalog-driven requests featuring automated data validations and internal Key Control Indicators (KCIs). Integration of pricing and product delivery with jeopardy management ensures end-to-end visibility.
The Results
- 38% reduction in proposal cycle time
- 96% complex volume flowing through standardized workflows
- Millions in manual processing cost removed
- Maximized potential for future automation with full orchestration