Case Study: BT Business achieves 14% sales growth, 11% productivity boost and 37% operating cost reduction with NICE Systems' Incentive Management

BT Business - Customer Case Study

BT Business, a BT Retail subsidiary serving more than 1.2 million UK small and medium enterprises and handling orders across 40,000 products, needed to cut operating costs and improve sales productivity while managing complex bonus plans for roughly 2,000 employees. Creating and maintaining accurate bonus calculations and comprehensive sales reporting in-house was time-consuming and error-prone, limiting visibility into pay and plan performance.

BT implemented NICE Incentive Management, which integrated with legacy systems and Siebel CRM to automate multi-plan compensation calculations, forecasting and reporting, reduce overpayments, and free bonus administration time. The solution improved transparency and trust in payouts and drove measurable results: an 11% increase in productivity, 14% sales growth, and a 37% reduction in operating expenses.

BT Business