Tata Consultancy Services > Case Studies > BT's ERP Transformation with TCS: Improving Customer Experience and Reducing Costs

BT's ERP Transformation with TCS: Improving Customer Experience and Reducing Costs

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 BT's ERP Transformation with TCS: Improving Customer Experience and Reducing Costs - IoT ONE Case Study
Technology Category
  • Application Infrastructure & Middleware - Event-Driven Application
  • Functional Applications - Enterprise Resource Planning Systems (ERP)
Applicable Industries
  • Cement
  • Construction & Infrastructure
Applicable Functions
  • Product Research & Development
Use Cases
  • Construction Management
  • Infrastructure Inspection
  • Cloud Planning, Design & Implementation Services
The Challenge
EE ran its ERP estate on legacy infrastructure and hosted it on the premises of a third-party supplier both before and after the merger with BT. There were no plans for a strategic transformation involving the aging ERP systems. The volume-based operational model, higher time to market, and longer delivery cycles affected customer spending. The overall customer experience was also far from satisfactory.
The Customer
About The Customer
BT wanted pro-active application management services to improve customer service and reduce cycle time. They wanted a partner who could handle the development requirements associated with application management services, drive accountability, and ownership with a time and target-driven transformation of these services. BT aimed to improve customer experience, reduce cycle time, and measure them with precision through the new solution proposed by their new partner.
The Solution
TCS migrated EE's SAP ERP to SAP HANA infrastructure on cloud. TCS set up an advanced command center for near-real-time handling of issues and customer triage. The team built reusable assets and enabled predictive spend analysis. Adopting a Kanban approach to monitor operations, TCS substantially reduced the number of defects and defect leakages, improving BT’s customer experience. The team proactively resolved issues, overcame age-old design limitations, and continuously monitored the process chain to reduce the time to market. TCS played a pivotal role in migrating EE’s legacy SAP ERP to SAP enterprise infrastructure on the cloud.
Quantitative Benefit
  • Cost saving: £3.2 million saved in three years. Infrastructure cost: 40% savings in SAP infrastructure cost. Service desk support cost: 60% savings.
  • 40% Incidence baseline down to

  • 60% cost savings from service desk support

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