Case Study: BT achieves 99% faster contract turnaround and £630K annual savings with Adobe Acrobat Sign

BT streamlines its contract process to improve experiences for customers and employees with Adobe Sign

BT Local Business, part of BT Group, needed to modernize a paper-based contract process that forced customers and staff into slow, manual workflows. Sending, signing, returning, and filing physical contracts created weeks-long delays (average turnaround 28 days), high administrative overhead, and a disjointed customer experience that conflicted with BT’s digital-first services.

BT implemented Adobe Sign integrated with Salesforce to send contracts in three clicks and let customers sign anywhere on any device, with automatic upload and a full audit trail. The change cut contract turnaround to about 7 hours (≈98–99% reduction), saved roughly £630,000 annually in print, postage, and storage, reduced time spent creating and chasing paperwork, and improved customer and employee satisfaction.

BT

Kirsty Goddard

Head of Digital & Innovation