Case Study: BT achieves faster, more efficient order fulfillment with Wipro

Leveraging process optimization and automation for fulfillment in telecoms BPO

BT, a major global telecommunications company, faced significant challenges in managing its complex and constantly evolving order fulfillment process. This process involved coordinating with over 150 third-party suppliers across more than 90 countries, leading to inefficiencies and a lengthy cash-to-cash cycle. To address this, the company partnered with Wipro for a comprehensive BPO solution focused on the order-to-activate process, supplier management, and provisioning for its Multiprotocol Label Switching (MPLS) services.

Wipro implemented a multi-phase solution that leveraged its deep telecoms expertise and methodologies like Lean and Six Sigma to standardize and automate processes. The project focused on backlog reduction, shortening delivery times, and reducing the cost per order. As a result, Wipro helped BT achieve a 50% reduction in the cost of processing an order, improved on-time delivery performance from 67% to over 97%, and reduced order rework by 63%. These efficiencies significantly improved the customer experience and reduced BT's working capital requirements.

BT