Scaling and institutionalizing analytics to enhance customer experience

a business perspective

2The Next Generation

Sumit MitraManaging Director- Central Business Services

3The Next Generation

What is our customers telling us?

Our customers tell us that we need to:

Be easy to dobusiness with

Deliver predictably

Keep ourcustomers informed

• Strong and trusting relationships• Market Leading Online Capability• We speak our customers’ language

• Our customers know what to expect from the off• Our output is slightly more than we promised• Customers have certainty of cost and timescales

• Proactivity both in action and communication• Communications are relevant to the customer’s business• Our comms are tailored to the customer whilst consistent

across all channels

4The Next Generation

THE CONFUSION CREATED WHEN ONE’S MIND OVERRIDES THE BODY’S BASIC DESIRE TO CHOKE THE LIFE OUT OF SOME

PERSON WHO DESPERATELY NEEDS IT !!

Where we started from

“You didn’t meet my obligation!!”“Why do I need to call a different

helpdesk?”

“Where is my circuit when are you delivering?”“Grow change control revenue”

“I am not paying my bills!!”

“Major branch has gone down!!”

“The site is NOT in my inventory!!”

“Supplier doesn’t deliver on time!!”

“what is our total spend across BT!!”

“Didn’t get a response on my quote!!”

5The Next Generation

Delivering the next generation of Service from BT

Contract delivery shared service• Single consistent way to manage

our top 1500 accounts globally –right people at the right place at the right time at the right cost

Continued insourcing core activities• Focusing on Core services like

Field Services, reducing risk whilst increasing reach

Investing in Global Hubs• Industry leading attrition rates,

India running at 11% annualised with half that driven by BT• Highest level of people

engagement scores across BT

Continued investment at $50m pa for systems transformation New assured service level agreements (SLAs)• For customers’ applications and network infrastructure

More proactive and pre-emptive service• Linkage of orders-inventory – fault management• 70 % of all fault reporting will be proactive

Online – My Account• User-defined reporting, access using and customer credentials,

new forecasting and modelling tools, configurable contact list, ‘non logged in’ ticket notification to any device

Real time jeopardy management and workflow automationEnhanced NOC (to address eNSI) deploying for business outcome monitoring (BOM)• Mapping service events to business outcomes

Automation for device configuration correction and CPE discovery

Delivering e2e SLA and application guarantees• Across multiple vendors

Active management of 3rd parties• Increased use of balanced scorecards to a further 80

suppliers Improved cycle times by 30% yoyIncreased online self-service management • BT contact list live• Mobile view incident tracking & single view incident

management

People Tools and Systems Processes

Bringing it all together via a central business service model

Predictive network analytics

Visualisation for capacity planning

Supplier performance analytics

360 degree view across customers

Innovating through Analytics

6The Next Generation

Customer experience – single source of truth through analytics

Orders

Inventory

Billing

7The Next Generation

Drilling down to the next level- Supplier Performance

Dashboards Benchmarking

Green

Tier 1 Supplier Magic Quadrant

APAC MQ Americas MQ EMEA MQ

• Supplier dashboards coverage extending from top 100 to top 200 suppliers• Alliance methodology

• Supplier performance comparisons drive improvement and selection• Assures regional performance for customers

8The Next Generation

Analytics at the heart of customer centricity- “Getting the smell of the customer”

Customer intimacy–industrializing and scaling analytics• Consistent experience globally• Single strategy on analytics• Fully aligned Bid to In-life life cycle view• Scaling it across our global hubs

Customer billing analytics• Clear breakdown and transparency• Clarity on management information• Immediate query resolution

Customer driven investments• Systems and tooling• eBonding • Predictive network analytics

Customer centric Dashboards• 360 degree view of customer• Single inventory for fault management and orders• Pro-active network capacity planning

9The Next Generation

Thank you

Time for questions