Case Study: BT cuts UK service costs by £175M and boosts productivity 36% with Trimble Taskforce

Dynamic Automation Transforms Complex Scheduling at BT

British Telecommunications (BT) is one of Europe’s leading telecom providers, serving over 20 million customers in the UK. BT faced inefficient, manual field-service scheduling that caused wasted engineer travel, slow responses, high management costs and the complex task of matching diverse skills to local demand across many operational areas.

BT implemented Trimble Taskforce, a dynamic, automated scheduling system that uses real-time field information to manage same‑day and emergency work, job dependencies and engineer preferences. The solution delivered major gains—about £175m annual savings, a reduction of control centres from 100+ to 3, and up to a 36% productivity improvement—while enabling faster customer commitments (five-hour business, nine-hour residential, and same‑day repairs).

BT