An extensive portfolio to help you to reduce the cost of customer acquisition, reduce churn and differentiate on customer service


OUR APPROACH TO CUSTOMER RELATIONSHIP MANAGEMENT

BT Wholesale takes an integrated approach to CRM. Enabling you to manage and coordinate customer interactions across multiple communications channels; to maximise the value of every customer interaction; and to drive superior corporate performance. We want to make it easy for end customers to do business with operators – at any time, through any channel, and in any language or currency. We offer a range of solutions (including those listed below) which are designed to achieve these objectives.


HIGH STREET SOLUTIONS

BT currently supplies retail solutions to over 60 of Europe’s leading retailers. Our portfolio includes planning, sourcing and product development; merchandising; store; sales analytics; and CRM. It is supported by hardware, infrastructure, managed services, consultancy and client care. MORE 


SECURITY AND FRAUD MANAGEMENT

We can reduce your exposure to risk through capabilities such as Identity Management, URU and Secure Networking. These reduce the risk of bad debt, identity theft and enable details to be checked against some of the UK’s most reliable and comprehensive data sources. Helping you to stay one step ahead of the threats.


MULTI MEDIA CONTACT CENTRES (MMCCs)

BT’s Multi Media Contact Centres is a multi-channel, hosted, network-based proposition which enhances the whole customer experience. It provides inbound and outbound customer contact at the right place, to the right person, and at the right time. It can also be integrated with your existing systems. You can therefore achieve more effective customer communications whilst gaining economies of scale through the consolidation and rationalisation of your resources. MORE


CUSTOMER MANAGEMENT OPTIMISATION (CMO)

Customer Management Optimisation helps to enhance the performance of customer interaction. BT Wholesale can help you to meet the real needs of your customers, eliminate process failures and achieve a sustainable cost reduction in your customer-facing operations. This in turn can help to increase your customer retention and boost your customer satisfaction levels. MORE


BT OUTSOURCED CONTACT CENTRES (OCCs)

BT Wholesale’s OCC proposition includes the outsourcing of front and back-office contact centre services and processes. This can be an alternative to the provision of Customer Premises Equipment (reducing the need for up-front investment and providing greater flexibility for on-going ‘right-sizing’), or as a service to help you manage peaks in demand. MORE


INTERACTIVE CUSTOMER MESSAGING (ICM)

Interactive Customer Messaging allows you to send interactive messages to both your customers and your employees – and they in turn are able to respond in real time. BT Wholesale has three offerings, each of which is provided as a fully managed service: voice messaging; fully integrated API (Application Programming Interface); and SMS. ICM can help you plan how and when you contact customers and gain immediate responses from them. It can also be used for closely targeted marketing campaigns and reduces the cost of failure caused by missed appointments. MORE 


BUSINESS INTELLIGENCE/ CUSTOMER ANALYSIS

An emerging capability that enables BT Wholesale to take the whole concept of Customer Relationship Management a step further forward. CRM technology continues to evolve, and BT can now help you to predict likely behaviour patterns. This will allow you to anticipate those customers most likely to become dissatisfied or churn. You can then take proactive restorative action, such as offering them inducements that will encourage them to remain loyal. MORE