Case Study: BT achieves faster, automated global customer journeys with Pegasystems

BT simplifies global complexity with Pega

BT, a global leader in communications and technology services, faced growing complexity in its business ordering journey due to years of manual processes, limited visibility, and thousands of product permutations. Working with Pegasystems and Pega, BT needed a way to simplify end-to-end customer journeys while managing legacy systems and complex pricing, eligibility, and delivery rules.

Pegasystems helped BT build a unified orchestration solution on Pega that integrated about 15 systems and automated digital customer journeys across the business. The result was a 38% reduction in proposal cycle time, 96% of complex volume flowing through standardized workflows, and millions in manual processing costs removed, while also improving transparency and creating a foundation for future automation.

BT

Gerald Griffin

Software Engineering Manager