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British Telecom Boosts Efficiency 85% with Censony’s Sales Automation Platform
As one of the UK’s largest telecom providers, British Telecom transformed its slow, manual, and error-prone B2B sales process—once reliant on spreadsheets and email chains—by partnering with us to streamline and automate workflows, reduce manual effort, and enable faster, more consistent operations.
Client Overview
British Telecom (BT) is one of the UK’s largest telecommunications providers, managing thousands of B2B client proposals, quotes, and complex solution configurations annually. Their sales operations span across various business units, each requiring precision, speed, and alignment in handling proposals and contract documentation.
The Challenge
BT's sales process was heavily manual and fragmented. B2B sales teams relied on spreadsheets, disconnected tools, email threads, and static document templates for generating quotes and proposals. This not only slowed down operations but also introduced high error rates, version control issues, and duplicated administrative efforts. Sales specialists spent more time chasing internal approvals and formatting documents than engaging customers or designing optimal solutions.
The Vision and Evolution
The initial goal of this development was to automate quote generation for B2B clients. What began as a tactical quote builder project soon revealed a broader opportunity to reshape BT’s entire sales process.
Through close collaboration, iterative feedback, and agile software development, the tool evolved into the BT Business Hub - a strategic platform that now supports the entire end-to-end business sales lifecycle, from product solutioning and proposal design to contract creation, project tracking, and billing initiation.
The Solution
We provided end-to-end software development services to BT, ensuring each phase aligned with the complexity and scale of BT’s B2B sales operations:
Business Analysis & Workflow Mapping: Collaborating closely with BT’s product owners and sales leaders, our team identified existing pain points and mapped out ideal workflows - laying the foundation for a more efficient, scalable solution.
Solution Architecture & UX/UI Design: We designed a secure platform that transforms complex business rules - along with sales and provisioning lifecycles - into an intuitive and user-friendly experience. The interface currently:
Supports multiple user roles with granular permissions
Handles complex workflows and automation logic
Covers end-to-end processes, including proposal design, approval flows, and compliance requirements.
Agile Development & Scalable Delivery: Using a phased, agile approach, we launched the initial quote tool for one solution, then rapidly expanded the platform. Today, the BT Business Hub powers quoting and proposal workflows for around 10 integrated products across BT’s portfolio.
Testing & Quality Assurance: Every feature undergoes comprehensive testing across functional, integration, and user acceptance layers - ensuring consistent performance, security, and reliability at scale.
Post-Launch Support & Continuous Improvement: Beyond delivery, Censony team provides ongoing support and iterative enhancements based on real user feedback, allowing BT to continuously adapt and improve the system in line with evolving business needs.
The Results
After implementing the BT Business Hub, BT experienced significant improvements across multiple aspects of its sales and documentation processes:
Time Efficiency Gains
The overall process time was reduced by 85%, covering all stages from:
Quote preparation
Document storage and retrieval
E-mail communication
Formal proposal creation
High level design generation
Data gathering and feeds for reporting
Automated contract renewal process.
It enabled the sales team to focus on strategic and revenue-generating activities rather than administrative work.
Accuracy Improvement
By automating document creation and communication, we achieved a 95% reduction in errors and mis-sales. This was made possible through:
Eliminating manual file handling and email-related mistakes
Automatically generating formal proposals and high-level design documents
Ensuring consistent formatting and branding across all documentation
Minimizing the risk of using outdated templates or incorrect information
Leveraging built-in pricing algorithms, pre-defined business rules, and structured process flows to ensure efficiency.
Additional Benefits
Optimized Processes: Achieved greater operational efficiency and cost savings throughout the sales, provisioning, and billing workflows.
Version Control: Automatic versioning of all documents ensured accuracy and prevented outdated information from being used.
Audit Trail: A complete history of changes and communications enhanced accountability and compliance.
Integration: Seamless connectivity with other business systems ensured data consistency across BT’s operations.
Environmental Impact: Reduction in paper-based processes and email storage contributed to a lower carbon footprint.
Scalability: The system can handle increased quote volumes without adding manual workload.
Customer Satisfacion: Sales specialists now have more time for customer interaction, potentially increasing customer satisfaction by 40%.
What BT Says
The Impact
The BT Business Hub has redefined how BT approaches B2B sales—turning a previously fragmented, manual workflow into a scalable, intelligent, and customer-focused system. This transformation empowered sales teams to operate with speed and confidence, enabled leadership to make data-driven decisions, and positioned BT for sustainable growth in a competitive market. What began as a quoting tool has become a strategic platform at the heart of BT’s sales operations.