A Study about British Telecom Calls on Knoa to Manage Siebel CRM Applications
British Telecom (BT) one of the world’s leading providers of communications solutions and services deployed the Knoa Experience and Performance Manager (EPM) suite to optimize the performance of Siebel CRM and other enterprise applications within its global organization. This case study highlights the results BT has experienced using Knoa in its Retail Division. Rolling into 2007, BT was facing a business challenge to dramatically scale-up the end-user population of the CRM application used in its Retail Division.
After conducting a Telecoms Strategic Review, the UK Office of Communications announced that it would end substantial business and competitive constraints that had affected BT ever since telecom deregulation and BT’s transformation into a public company. This would let BT take bold new initiatives with its traditional PSTN (consumer land line) business, still its biggest source of volume. But the legacy systems with which BT managed PSTN customer service would not meet its new needs, and reworking these systems to suit their new role was deemed impractical. Keep reading…
