Solutions
BT Global Services
BT Global Services had a problem with customer references. Not that there was a dearth of candidates, but that there was a plethora of commissioners and suppliers involved. Quality and consistency varied enormously, price of production swung by as much as a factor of four, and case study production was not strongly linked to market strategy. In a competitive tender, CCI was selected by BT Global Services as its global supplier of customer reference collateral and – at the same time – BT’s management of the programme was centralised in California.
This outsourcing arrangement with CCI has not only resulted in consistently high quality, and a firmly business-oriented focus, but also unit costs have been reduced by an average of 50 per cent. Furthermore, the customer reference programme is now tightly integrated with (and reinforces) BT Global Services’ strategic market messages. A CCI-managed service desk completes the package and provides a single source of information for BT Global Services around the world.
“Quality and consistency of output and the cost effectiveness of the service are all taken as read, but what really differentiates Caseworks is the level of support provided. Nothing is too much trouble and its senior people are always available for advice and consultation.”
Jim Holdsworth
Worldwide Editor-in-Chief
BT Global Services
