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Digital Transformation of Customer Service

Within BT Entertprise

BT are seeking solutions that are relevant to their digital transformation of Customer Service

Network Summary

Background

BT have always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to their beginning as pioneers of the world’s first telecommunications company. At their heart they're a technology company with research and innovation at their core and a desire to be personal, simple, and brilliant for their customers - those are the values BT live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.

BT's pursuit of progress over the past 180 years has established them as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure, to delivering large scale technology infrastructure like the creation of BT Sport.

Today in this fast changing, always on, digital world their purpose remains true. Yet the market conditions, regulation and competition they face are tougher than ever before. 

BT's Enterprise division has around 1.2 million customers and serve over half the FTSE 350. Their customers range from big household names, government departments and public service organisations right through to small businesses and new start-ups. They cover both the communications and IT services markets. Overall they’re focused on four main product markets: Fixed Voice; Mobility; Fibre and connectivity; networked IT services provided over the biggest UK network in both fixed and mobile communications. BT also provide network IT services to corporate and public sector organisations in the Republic of Ireland. In addition to their desk-based customer service professionals, they also employ a dedicated field-based workforce.

Their Wholesale business helps communications providers (CPs) and other organisations provide fixed or mobile phone services. BT's ventures provide mass-market services like directory enquiries and payphones, and enterprise services including Fleet Solutions and BT Redcare. They also offer specialist enterprise services to their Internet of Things customers.

Challenge

BT Enterprise are looking for technologies, insights and best practices which are relevant to their digital transformation of Customer Service (includes from Buy, through Bill to Help & Repair) to drive up customer satisfaction, employee engagement and reduce cost. 

The solutions may be relevant to big household names, government departments and public service organisations right through to small businesses and new start-ups, as well as supporting a field-based workforce.

What's in it for you?

A successful collaboration could mean forming a partnership/joint venture to co-develop and co-launch the idea to market.

These are global challenges and BT are willing to collaborate with both individuals/freelancers and other industry participants/universities etc. and solutions can be at any stage of development.

If you have or are developing solutions, or if you have expertise in the above, please click "Apply" to submit your solution/expertise to the Network.

Apply

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