Case Study: BT Group slashes provisioning errors by 80% and saves millions with NICE Systems

BT Group - Customer Case Study

BT Group PLC, a global communications provider operating in over 170 countries, struggled with highly complex MPLS provisioning processes that spanned six stages and varied by country. Because critical information was volatile and scattered across systems, nearly 30% of initial sales orders required costly rework, causing delays, extra expense and poor customer outcomes.

BT deployed SupportPoint (Panviva) through Product Education to embed role-specific, in-workflow process guidance that delivers the right information at the moment of need. The solution simplified order-taking, cut pilot error rates by 80% and reduced errors to about 6% across 20 countries, lowering rework and training costs, speeding delivery and revenue recognition, and delivering millions in annual savings.

BT Group

Daryl Szebesta

Director Service Delivery