Management Consulting and Integrated Markets

Accenture helps BT Retail in the UK design an innovative knowledge management portal

Accenture improves BT Retails call handling system

BT Retail is the United Kingdoms largest communications service provider, by market share, to the residential and business markets. Through its workforce of 50,000 people, BT Retail provides end-toend communications services for 21 million customers. BT Retail understood that increasing customer satisfaction and enhancing the customer experience was critical to outclassing competitors and improving overall business performance. Recognizing that customer service is a core competence of the organization, BT Retails leadership was committed to creating a capability that would deliver higher quality service while reducing costs through more efficient and productive customer service representative (CSR) interaction. Leveraging its deep technology expertise, long-standing relationship

with BT and extensive experience in boosting workforce performance in telecommunications companies, Accenture Management Consulting teamed with BT Retail to help drive its vision of a new customer-focused strategy. Together, BT Retail and Accenture Management Consulting designed an innovative knowledge management portalOWL (Optimizing Working Life). OWL brings vital product, service and procedural information together into a single, structured content architecture and intuitive portal interface. Using OWL, CSRs can readily access accurate information while handling and resolving customer inquiries on the first attempt. To ensure the success of OWL, the solution was designed by users for users. Based on interviews, focus groups and ongoing feedback, OWL was iterated and evolved to achieve optimum visibility and impact. This was backed by the design and

implementation of a dedicated support organization which followed best practice workflow in content management to ensure the right people get the right information at the right time. The portal has also been integrated into the companys overall internal communications programs. In less than five months, BT Retail and Accenture Management Consulting defined, created and rolled out OWL to 5,500 call center representatives. It now serves more than 8,000. The results were improved customer satisfaction and a 23% increase in CSR confidence. Improved call handling efficiencies have led to a saving of 900,000 in the first year alone and have laid the building blocks for improved compliance and reduced content management costs. With the help of Accentures management consultants, BT Retail has strengthened a core competence and, consequently, is better equipped to keep customers happy, improve its competitive position and increase shareholder value.

Copyright 2008 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.

About Accenture
Accenture is a global management consulting, technology services and outsourcing company. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the worlds most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. With more than 186,000 people serving clients in over 120 countries, the company generated net revenues of US$23.39 billion for the fiscal year ended Aug. 31, 2008. Its home page is www.accenture.com

About Management Consulting

Management consulting is at the heart of Accentures promise to its clients high performance delivered. We apply our groundbreaking research and solid experience to identify the business ingredients that can help our clients outperform their peers. We then work with them to determine where they are on their journey to high performance and design innovative, achievable strategies that address their key business priorities. Accenture is one of the leading providers of management consulting services worldwide, employing more than 15,000 deeply skilled management consultants in 49 countries. We work with clients in every major industry, including 94 of the Fortune Global 100 and more than two-thirds of the Fortune Global 500. As well as strategy and industry-specific consulting, our consulting services cover four key business areas: customer relationship management, finance and performance management, talent & organization performance and supply chain management. For more information, visit www.accenture.com/global/consulting.