Case studies

Salford Primary Care Trust & Salford Royal Hospitals NHS Trust

A specialised Diabetes Care Management system, developed and installed by BT in partnership with Salford Primary Care Trust and Salford Royal Hospitals NHS Trust, has enabled people with Type II Diabetes to better manage their condition.

Salford case study (en)

Lewisham College

Lewisham College turned to BT to provide a technology based solution to better manage its customer and partner interface. BT proposed Contact Central OnDemand, a web-based CRM solution. Contact Central OnDemand is a hosted solution that incorporates a comprehensive suite of marketing, sales, service and analytics tools using a pay-as-you-go commercial model.

Lewisham College case study (en)

Rotherham Metropolitan Borough Council

A pioneering public-private partnership between Rotherham and BT sparks cultural, organisational and technological change for radically improved services delivery.

Rotherham Borough Council case study (en)

Cork County Council

The Council now has a full multimedia contact centre capability, enabling customer advisors to deal with a blend of voice, email, fax, web and even SMS enquiries. Productivity has increased with up to 89 per cent of calls successfully dealt with first time, significantly improving customer service. Costs have dramatically reduced with inter-site calls now carried at no extra cost over the IP-based WAN and reduced maintenance and administration costs. Payback on the investment is forecast within three years.

Cork County Council case study (en)
Cork County Council case study (en)

Caterpillar Inc

Contact Central's success story with Caterpillar Logistic, a wholly owned subsidiary of Caterpillar – the world’s largest manufacturer of construction and mining equipment – providing fully integrated solutions for third-party clients and managing the logistics operations for more than 40 customers in 20 countries.

Caterpillar case study (en)

Borough of Copeland

Citizens of Copeland, Cumbria, often had to speak to three people before getting through to the department that could deal with their queries. This diverted those in the departments away from their core activity and frustrated the callers. Now all it takes is a single phone call to Copeland Direct, answered by a skilled adviser empowered using Contact Central. The Council aims initially to handle 50% of all calls at the first point of contact, with seven specialist customer service agents. This change will help it meet national performance targets all within existing budgets and a revolutionary three months.

Copeland Borough Council case study (en)
Copeland Borough Council case study (en)

Panasonic UK

BT Contact Central has given Panasonic Computer Products engineers access to a single database of information and, as a result, cut laptop repair times by half a day. More efficient inventory management has led to a £500k reduction in the cost of warehouse stock

Panasonic case study (en)

Remploy

BT Contact Central solution helps promote leading-edge call centre outsourcing services.

Remploy case study (en)
Remploy case study (en)

Scicom

BT enables call centre outsourcer Scicom, based in Kuala Lumpar, to maintain it's competitive position, with an IP-based virtual call centre and intelligent network solution.

Scicom case study (en)
Scicom case study (en)

Tendring District Council

Tendring District Council in Essex is transforming itself into a tight-knit, responsive, value-for-money, customer-focused organisation, thanks to jointly devised solution that was implemented by BT

Tendring case study (en)