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

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

BT, a global communications provider based in the UK, needed to digitize its paper contract workflow to give customers a seamless end-to-end experience and free sales agents from administrative tasks. The analogue process—mailing, scanning, and filing contracts—caused long delays and frustrated customers, blocking faster service activation and limiting agents’ time for revenue-generating work.

BT implemented Adobe Sign (Adobe Document Cloud) with Salesforce integration to send and capture signatures in one step, creating a fully digital contract journey. The change delivered major gains: average contract turnaround dropped from 28 days to 7 hours (a 99% reduction), time spent creating/chasing/uploading contracts fell by 98%, and BT saved £630K annually in print/postage/storage—while improving customer satisfaction, compliance tracking, and rolling the solution out across multiple business units.

BT Business

Kirsty Goddard

Head of Digital & Innovation