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.
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.
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.