Telecom
Enterprise overview
BT Group is the UK’s leading provider of fixed and mobile telecommunications and related secure digital products, solutions, and services. BT also provides managed telecommunications, security network, and IT infrastructure services to customers across 180 countries. It serves a wide range of customers such as small and medium-sized enterprises, start-ups, wholesale customers, commercial premises, public sector organizations, and large corporate firms. The provider has expanded its presence globally across Europe, Asia Pacific, the Middle East, Africa, and America. The company partnered with Soroco to deploy Scout, its task mining / DII offering in 2021 to discover and analyze processes.
Industry
Telecommunications
Countries
180
Location
Europe, Asia Pacific, the Middle East, Africa, and America
Drivers of adoption
Process transparency
Gaining visibility into the as-is processes that are executed across different operational teams
Generate process insights
Improving the accuracy of data for the operational teams to work on to generate reliable insights about business processes
Improve employee productivity
Helping employees realize the potential for improvement in executing their tasks
Process improvement
Leveraging a fact-based approach to discover and analyze processes for improving the overall process efficiency
Approach to DII initiatives
Project initiation
Process selection
Process excellence team conducted PoCs across different business units to identify processes for deployment. DII was first implemented in BT Group’s GBS (Group Business Services) unit, for use cases such as order management and pricing excellence
Talent
Organization structure
BT Group has implemented a hub and spoke CoE model wherein the central hub manages license management and best practice sharing, and the spokes within business units leverage the insights for process improvement initiatives
Strategic Payoff
Identified the potential to realize a 15-20% improvement in operational efficiency by leveraging digital interaction intelligence solutions
Reduced the time to obtain the operational data that was otherwise challenging to obtain by manual methods
Improved upstream and downstream processes by identifying and eliminating redundant processes
Status of these initiatives
Current status
~60 teams
leverage DII across hundreds of projects. BT Group leverages DII for a wide range of use cases such as record to report (R2R), order management, billing assurance, pricing excellence, and helpdesk.
Plans for these initiatives
Become self-sufficient in leveraging DII and increase value realization efforts based on the identified opportunities
Expand deployment to other teams and prepare department-specific use cases with clearly defined targets
Continue to leverage DII to identify more process standardization and automation opportunities
Challenges
Addressing concerns from operational teams regarding the adoption of task mining / DII technology due to the apprehensions around increased visibility and transparency into the ways of working
Lack of understanding about the applications and benefits that DII technology could offer
Getting approvals from the IT team related to data usage in the initial phase of the journey
Winning insights
Establish a CoE model within the organization to manage these initiatives or utilize existing CoEs to collaborate and manage these initiatives
Create a business case to analyze the expense and resources consumed and the return and benefits that can be achieved for further adoption in other areas to overcome the barriers to adoption
Have an effective change management program to have proactive and continuous communication with relevant stakeholders to educate them about the benefits of technology and address their concerns or apprehensions related to data privacy
“Establishing a CoE model, creating a business case, and having an effective change management program to educate the benefits are some of the key success factors for implementing digital interaction intelligence solutions.”
Istvan Csesztanovits, Automation Specialist, BT Group
To get more insights about Digital Interaction Intelligence and download the complete DII playbook by Everest Group
