Case Study: BT achieves better customer experience and operational efficiency with Nokia Homeview

BT delivers superior customer experience and improves operational efficiency

BT, a major UK telecommunications provider, faced a significant challenge in managing its extensive network of nearly 10 million in-home Wi-Fi endpoints. With 60% of reported issues originating in the customer's home environment, the company struggled with prolonged call handling times, a high rate of costly truck rolls, and difficulties in identifying the root cause of broadband problems, all of which impacted customer satisfaction.

Nokia addressed this by implementing its Homeview solution for BT, which integrated Nokia's Home Device Manager, Service Management Platform, and AVA Fixed Network Insights. This AI-driven platform provided BT's 6,000+ care agents with a complete, real-time view of the home network, enabling predictive troubleshooting and automated workflows. The results included a 5% improvement in first-contact resolution, multi-million GBP in annual OPEX savings from reduced truck rolls, and a reduction of several hundred thousand troubleshooting calls per year.

BT

Simon Evatt

Product Director