British Telecom (BT) is one of the world's leading communications services companies, based in the UK and serving customers in 180 countries. BT develops and sells communication products and services, including building and operating networks essential to modern lives, businesses, and communities.
BT is organized into two types of units: customer-facing units that sell products and services, and corporate units that support the entire group.
BT wanted to improve service delivery and customer experience.
Competing in the dynamic telecommunications market requires rapidly getting products and services to customers. BT, one of the world's leading telecommunications companies, faced challenges associated with its legacy platform, which comprised multiple independent applications. This hindered the coordination and sharing of customer data between marketing, sales, field engineers, and customer services teams, negatively impacting sales, and customer experience. The telco wanted to improve the efficiency and responsiveness of its processes and customer interactions.
TCS implemented a Salesforce platform to streamline sales and customer communication.
TCS helped transform BT's customer operations by integrating several business functions into one digital platform. This platform provided a single analytical view of customer data for the entire organization based on Salesforce CRM. The digital process transformation entailed successfully adopting Salesforce instances in each of the four central business units: enterprise, global services, consumer, and Openreach.
The Salesforce-based digital platform helps BT improve sales outcomes.
This digital core was expanded with CloudSense, and Vlocity and complemented by applications from the Salesforce AppExchange, which TCS helped evaluate during the prototyping and selection phases. In addition, TCS supported the implementation of CloudSense and Vlocity OM integrated with Salesforce Community Solution, eliminating the need for agents to toggle between applications during sales calls to access customer and product information.
Another critical element of the project was the Field Service Lightning application, which allowed field workers to access information quickly and immediately, helping resolve customer issues faster and ensuring a superior customer experience. This solution also ensures that customer data remains anonymous and secure.
TCS’ collective insights led to a personalized experience for customers.
Business Improvement Consultant, BT Global Field Service
what made this happen
TCS Enterprise Navigator is an integrated consulting framework with organizational change management abilities to help with business digital transformation.