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

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

BT needed to eliminate a slow, paper-based contract process that delayed service activation and tied up sales staff. To digitize the last mile of the customer journey, BT turned to Adobe Target and used Adobe Sign (part of Adobe Document Cloud) to provide an end-to-end electronic signature solution integrated with its sales systems.

Adobe Target implemented Adobe Sign with Salesforce integration to send, sign, and store contracts in a few clicks, provide audit trails, and automate reminders. The change delivered measurable impact: £630K annual savings in print/postage/storage, average contract turnaround cut from 28 days to 7 hours (≈99% reduction), and about a 98% drop in time spent creating, chasing, and uploading contracts—boosting customer satisfaction and freeing agents to focus on sales.

BT

Kirsty Goddard

Head of Digital & Innovation