Ovum’s Enterprise Strategy Scorecard report evaluated every major telecommunications-led global services players and concluded that BT Global Services is the leading player, ahead of its main US and European rivals.
In particular, Ovum said that BT led the market in product innovation and the customer service it offers multinational companies and government organisations around the world.
BT Global Services emerged “best in class” as the “global leader of global leaders” evaluated on the scorecard, which gives an all-round view of the capabilities and performance service providers. It brings together the results from research reports, surveys and enterprise client engagements over the past year and captures the evidence of market impact, evaluation from users, financial performance and progress against the strategic targets.
David Molony, principal analyst at Ovum, said: “ BT Global Services is winning global contracts from companies headquartered all around the world, giving it a real edge. Customers, including multinational companies, were very positive in their evaluation of the support they get from BT Global Services. There is clear evidence that BT recognises the need for a strategic commercial framework to deliver network services; an appreciation of what creates a service oriented infrastructure and how to deliver best in class service. They have global accounts teams and a professional services programme driven across the whole organisation and continuous innovation throughout the network including the virtual data centre and managed videoconferencing services.”
Hanif Lalani, chief executive officer of BT Global Services, said: “I am very proud of our industry leading teams and the external recognition they have received, particularly for the strength of our customer service, and our differentiation through our professional services capability. Our people across the world are delivering on our promise of service excellence.
“The Ovum scorecard has identified and measured those strengths. It proves just how much difference it makes when service providers put customers first. We are delighted by this recognition but we are never satisfied with our performance. We are working to continuously improve customer satisfaction and service by further mapping our organisation and service capabilities even more closely to customer needs, and we continue to streamline and simplify our processes to benefit our customers.
“This is deserved recognition for our employees and great news for our customers and shareholders.”
Ovum’s scorecard evaluates services providers in four business areas: market impact, user experience, revenue profile and strategic vision.
Operators are scored in each area for how well they have been doing in the past twelve months and how well they are expected to do in the next year, based on a series of questions answered either directly from Ovum reports and databases, or from analysts’ and enterprise users’ additional assessment of strategic plans.
BT scored highest in User experience, joint highest in the Market impact and Revenue transformation categories, and shared second highest score for Management vision. Overall, BT scored highest across all categories.