With too many commissioners and suppliers, BT Global
Services had a problem with customer references.
Format and content varied enormously. Price of production swung by a factor of four, invariably upwards.
In a competitive tender, CCI was chosen to run the worldwide BT Global Services customer reference programme. This outsourcing arrangement has resulted in consistently high quality, while unit costs have been reduced by an average of 50 per cent. A CCI service desk provides a single point of contact for information and advice. Innovative ways have been found to assure re-use of text and video assets for much greater return on investment.
The BT Global Services customer reference programme now continuously reflects the company’s strategic market messages. When BT Global Services swept the board at the World Communications Awards in November 2010, the strength and breadth of its customer references was held up as an example to all other contestants.
“Quality and consistency of output and the cost effectiveness of the service are all taken as read, but what really differentiates CCI is the level of support provided. Nothing is too much trouble and its senior people are always available for advice and consultation.”
Sarah Crichton
Global Customer Reference Programme Manager
BT Global Services
