BT Retail Achieves Smooth Upgrade to Critical Customer Relationship Management System with Unified Approach
 
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BT Retail Achieves Smooth Upgrade to Critical Customer Relationship Management System with Unified Approach

  • Oracle Customer:  BT Retail
    Location:  London, United Kingdom
    Industry:  Communications
    Employees:  92,600
    Annual Revenue:  Over $5 Billion

BT Group plc is one of the world’s leading providers of communications solutions and services with operations in 170 countries. As part of BT Group plc, BT Retail is the United Kingdom’s largest communications provider, providing innovative products and services to the consumer and midsize markets.

BT Retail processes 95% of its consumer revenue through Oracle’s Siebel Contact Center—the company’s core customer relationship management (CRM) system. The system—which runs on 60 servers, processes 110,000 orders per day, and has up to 7,700 concurrent users at any given time—holds 12 million customer records.

BT Retail chose to upgrade its CRM system to streamline business processes, improve the customer experience, and improve contact center agent productivity when dealing with broadband, telephony, and television service customers.

BT Retail used Oracle GoldenGate to provide continuity of normal business service, allowing the upgrade to be implemented in a single overnight outage window, reduced from two days. Further, the company migrated 700,000 lines of customized code and 25 terabytes of data within the regular functional release window of just seven hours. Additionally, BT Retail reduced business risk by ensuring that it could easily roll back the system if required with Oracle GoldenGate, maintaining system continuity and guaranteeing telephony, broadband, and television service customers would not be adversely affected if problems arose.

 
 

 
 

Challenges

A word from BT Retail

  • “With our upgrade to Oracle’s Siebel Contact Center 8.1, we now have a very stable platform delivering increased performance. The success of this project is testament to the commitment and organizationwide support from Oracle and our partner organizations.” – James Weekes, Director of Consumer Customer Relationship Management and Billing Platforms, BT Retail

  • Upgrade core CRM system to streamline business processes, enhance the customer experience, and improve contact center agent productivity when dealing with broadband, telephony, and television service customers
  • Take advantage of new CRM system features—including a task-based user interface to drive agent compliance with company processes—and reduce training costs
  • Ensure customer service is not affected by the upgrade by keeping the outage window within the regular functional release timeframe and providing the ability to roll back if issues arise in the first few weeks of production
  • Enable the company to apply regular, planned functional releases throughout the upgrade project to allow continued delivery of new products and service enhancements in the highly competitive UK communications market

Solutions

  • Upgraded Siebel Contact Center overnight, using Oracle GoldenGate to provide continuity of normal business service by reducing the outage window from two days to just seven hours
  • Migrated 700,000 lines of customized code and 25 terabytes of data within the regular functional release window of just seven hours
  • Reduced business risk by ensuring that BT Retail could easily roll back the system if required with Oracle GoldenGate, maintaining system continuity and guaranteeing telephony, broadband, and television service customers would not be adversely affected if challenges arose
  • Carried out three regular 90-day functional releases during the migration project to make the necessary changes to the system to deliver communications product enhancements to customers, adding an extra layer of complexity to the project while providing further assurance by enabling additional testing
  • Improved call center agent productivity with Siebel Contact Center 8.1’s task-based user interface which guides agents through pre-defined processes, ensuring compliance with BT Retail processes for customer interactions, and reducing training costs
  • Speeded system start-up time for Siebel Contact Center from 3.5 hours to just 1 hour, enabling reduced downtime for future maintenance activities and achieved 5% performance improvement to increase user productivity with faster system processing
  • Established a new governance model for all large-scale BT and Oracle programs to leverage the full support, expertise and experience throughout the Oracle organization
  • Delivered upgrade on time and under budget with the help of Oracle Advanced Customer Support Services and Oracle Specialized Partner Tech Mahindra

Implementation Process

A unified approach from Oracle led by Oracle Advanced Customer Support Services with continuous senior-level sponsorship ensured a highly successful delivery of the upgrade project. This organizationwide approach with senior-level support throughout Oracle, coupled with on-the-ground technical and implementation expertise from Oracle and its partners, has become the blueprint for all large-scale BT projects in the future. The new governance model is backed by BT’s senior management team and is now being rolled out to new programs.

Partner

BT Retail worked with Oracle Specialized Partner Tech Mahindra and Oracle Advanced Customer Support Services to deliver the upgrade. The skills and substantial experience of the combined team ensured a successful project delivered on time and under budget. A team from Oracle Advanced Customer Support Services was seconded to Tech Mahindra’s Indian offices to work alongside the partner. The team carried out thorough testing to assess the impact of Oracle GoldenGate on the database before migration.

“We would not have been able to complete the migration without Oracle GoldenGate. The system needed to be 100% tested and we needed a foolproof roll-back option. Only Oracle GoldenGate could provide us with these guarantees,” said Kaustubha Bharat, delivery manager, Tech Mahindra.

“The project was successful because Oracle, Tech Mahindra, and BT worked together as one team. In addition we had excellent support throughout the Oracle organization including senior management which guaranteed the project remained on-track,” said James Weekes, director of consumer customer relationship management and billing platforms, BT Retail.