BT Group, a major telecommunications provider in the UK, embarked on a transformation to streamline its service management processes, driven by the need to retire 56 legacy systems used by over 15,000 employees. By adopting ServiceNow, BT aimed to simplify operations, improve customer experience, and achieve £25 million in savings by 2027. The company's aging infrastructure was complex, leading to slow service management and customer dissatisfaction. With ServiceNow, BT Group integrated its service management ecosystem, reducing hand-offs, enhancing visibility, and enabling faster problem resolution, ultimately co-creating a modern, efficient customer service platform.

Join for free to read