Case Study: British Telecommunications achieves a unified digital colleague experience and saves 1M productivity hours with SAP SuccessFactors

I Connect Platform Creating a Digital Colleague Experience

BT, one of the world’s oldest and largest communications companies, faced a fragmented, manual HR landscape that relied heavily on HR teams, offered almost no self‑service, and ran inflexible legacy systems that didn’t reflect BT’s tech brand. To modernize the colleague lifecycle — from recruitment and onboarding to performance, development and separation — BT selected SAP SuccessFactors (SAP SuccessFactors HCM Suite) to deliver a unified digital colleague experience.

SAP SuccessFactors, integrated with BT’s existing SAP technologies and SAP BTP services (plus partner delivery from Accenture), delivered the “I Connect” platform: a single, mobile‑friendly HR portal for ~100,000 users. The rollout streamlined 200 processes into 80, retired 30+ legacy systems, saved an estimated 1 million colleague productivity hours annually, enabled instantaneous HR reporting (vs a 5‑day SLA), and cut manager transaction time from hour‑long calls to minutes — demonstrating clear operational, IT and people‑impact outcomes from SAP SuccessFactors.

BT

Elaine Bergin

Director of Colleague Experience