Case Study: BT Group unifies EE, BT and Plusnet to boost self-service and revenue with Torry Harris Integration Solutions

BT Group unifies digital experience with Torry Harris, lifting self-service to 82%

Torry Harris Integration Solutions (THIS) partnered with BT Group, which sought to unify its recently acquired brands—BT, EE, and Plusnet—into a single, subscription-led digital lifestyle brand. The challenge was to overcome fragmented systems and create a unified customer experience, moving beyond traditional telecom services.

The solution involved an enterprise-wide integration transformation led by Torry Harris, aligning BT's roadmap with TM Forum's ODA framework and Open API standards. This enabled the launch of the EE Super App and EE ID, creating a unified customer record. The results were significant: a 10% revenue growth, customer self-service improving from 50% to 82%, a 60% reduction in manual integration overhead, and partner onboarding time cut from six weeks to just two days.

BT Group