"SupportSoft's real-time service management platform is very empowering. It's actually incentivizing the analysts to come up with better and more innovative solutions to old problems that we previously would have considered to be almost insoluble."
The Company
BT is one of the world's leading providers of telecommunications services and one of the largest private sector companies in Europe. Its principal activities include local, national and international telecommunications services, higher-value broadband and Internet products and services, and IT solutions. In the UK, BT serves over 20 million corporate and residential customers with more than 29 million exchange lines, as well as providing network services to other licensed operators. As an international service provider, BT serves 10,000 customers across Europe, The Americas and Asia Pacific.
Did You Know?
The world's first satellite telephone communications system for airline passengers, Skyphone, had its commercial debut on a British Airways 747. Skyphone was operated by a consortium consisting of British Telecom, Singapore Telecom, and Norwegian Telecom. Using digital satellite technology giving high quality links and security, Skyphone provided air-to-ground, ground-to-air and even air-to-air telephone communications.
The Need
With over 70,000 U.K. -based internal customers, BT's information technology group was flooded with daily service and support calls. With more than one hundred thousand calls handled by BT's internal service desk each month, support automation promised to give BT the ability to efficiently scale their IT resources to meet employee demand.
The Solution
To get out in front of this customer service demand, BT turned to SupportSoft's solutions to reduce call volume, create a consistent customer experience and empower customer service analysts to resolve complex problems more quickly and on the first call. Following a comprehensive trial of SupportSoft's solutions for the enterprise, BT was able to significantly reduce help desk call volumes, provide effective automated problem resolution for its employees, and reduce support expenses overall. Contributing to these results was SupportSoft's "self-healing" technology, which can proactively solve problems before users even know they exist. SupportSoft also enables self-service support, which allows BT's employees to solve their own technical problems via an internal Web portal. When live assistance is needed, the pertinent characteristics of the caller's computing system are automatically gathered and sent to the service desk, helping ensure faster, more precise answers to employee questions.
