Case Study: BT reduces order errors and speeds service delivery with Panviva SupportPoint

BT - Customer Case Study

BT, one of the world’s leading communications providers, needed to improve its complex MPLS provisioning process across 170+ countries. Nearly 30% of sales orders contained errors, creating costly rework, delayed deliveries, and inconsistent service, so BT turned to Panviva and its SupportPoint Business Process Guidance System for help.

Panviva implemented SupportPoint to deliver role-based, real-time guidance and up-to-date procedures directly within BT’s workflow. The result was an 80% reduction in error rates during the pilot, a drop to a 6% error rate after rollout across 20 countries, lower rework and training costs, faster delivery of revenue, and more consistent, accurate customer service worldwide.

BT

Daryl Szebesta

Director Service Delivery