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Contact Centre Solutions Apr 17, 2024

Helping a leading global pharmaceutical company in shaping their contact centre strategy

BT collaborated closely with the customer on a project that looked at shaping their future contact centre strategy


The challenge

Navigating the complexities of modern customer service demands strategic foresight and actionable insights. We embarked on a journey to address our customer's multifaceted needs surrounding their contact centre operations.

Our client faced several challenges: 

  • Strategising the future of their contact centre platform
  • Understanding how a future solution could solve current challenges while meeting future demands
  • Estimating future costs to align with budget cycles
  • Crafting an executive-level presentation to gain stakeholder buy-in

To tackle these challenges, we embarked on a Smart Transformation project, working hand-in-hand with the client over several weeks. Through meticulous analysis and collaboration, we developed a tailored strategy and technology roadmap. This included a comprehensive investment case, empowering informed decision-making.

The results were remarkable:

  • A crafted future contact centre strategy, aligning solutions with objectives.
  • A robust financial business case, aiding in budgetary planning.
  • An executive presentation that effectively communicated recommendations and their financial implications.


Read the full case study here