As well as serving over half the FTSE 350, we also offer services for media companies and broadcasters.
Our ventures teams offer a broad range of products and services including mass-market services like directory enquiries and payphones, and enterprise services including BT Fleet Solutions and BT Redcare.
We have around 1.2 million customers and serve over half the FTSE 350. Our customers range from big household names, government departments and public service organisations right through to small businesses and new start-ups. We cover both the communications and IT services markets. Overall we’re focused on four main product markets: Fixed Voice; Mobility; Fibre and connectivity; Networked IT services provided over the biggest UK network in both fixed and mobile communications. We also provide network IT services to corporate and public sector organisations in the Republic of Ireland.
We expect these markets to increasingly converge over the next few years as technology and customer needs change. And, as they do, we see an opportunity to grow our share of the mobility and IT services markets.
The solutions we provide continue to play a significant role in the ongoing digitisation of public services. We are focused on strengthening our regional presence so we can drive growth in our converged portfolio and significantly expand our share of mobility, IT and managed services.
Our revenue for 2017/18 was £4,563 million, down 4% on last year.
We continue to future proof our cloud, connectivity, mobile and networked IT offerings. This is underpinned by our investments in digital capabilities. We are investing in capability to exploit fixed/mobile convergence, including developing clear propositions for all segments and a strong integrated portfolio.
We launched BT Business with 4G Assure in Q1 2018/19, the UK’s first broadband service that switches automatically to 4G.
We’re making good progress towards our ambition of delivering great customer experience. We’ve had eight quarters of consistent improvement on our key customer experience metric, Net Promoter Score, which has gone up 12.1 points. We are fixing faults an average of 16% quicker and on our Ethernet portfolio, we’ve cut the time it takes our customers to get their orders by 14%.
We have won or re-signed a number of contracts in 2017/18, including preferred network partner for WSP UK, preferred mobility partner with First Group and significant communications infrastructure and IT services deals with Severn Trent Water and the London Borough of Bromley.
Visit our site at business.bt.com
Our Wholesale business helps communications providers (CPs) and other organisations provide fixed or mobile phone services. Our ventures provide mass-market services like directory enquiries and payphones, and enterprise services including Fleet Solutions and BT Redcare. We also offer specialist enterprise services to our Internet of Things customers.
In the wholesale operation, we provide fixed network services to more than 1,400 customers including Sky, Talk Talk, Telefonica O2, Three and Virgin Media – and overseas CPs operating in the UK.
We also provide specialist media and broadcast services to companies like the BBC, Channel 4, ITV, Sky, Premier League Productions and Viacom18.
We also help Mobile Virtual Network Operators (MVNOs) offer their own-brand mobile plans. Today our MVNO business supports 3.7m customers. They access the EE mobile network under our partners’ brands.
Our ventures provide solutions to more than 1,000 enterprise customers. They include law firms, energy providers and mobile payment companies.
We also handle millions of directory enquiries and 999 calls and deliver the Phone Book to more than 21m homes and businesses. We deal with the next generation text calls that support deaf, hard of hearing or speech-impaired people.
On the ventures side, our portfolio includes the following:
The Internet of Things (IoT) is a network of connected objects that exchange data to drive insight and action. Our IoT propositions, coupled with solutions from our partners, serve high street retailers, large logistics groups and utilities.
We also offer IoT connectivity to our wholesale partners in the UK, using the EE mobile network.
For the full year ending March 31st 2018, revenue was £2,009m, a decline of 5%, with underlying revenue excluding transit down 4%.
We’re making progress in giving our customers a better and simpler experience.
We have improved our website and online service platforms and our Fleet Solutions booking experience. These initiatives helped boost our net satisfaction measure, up 4.3 points from last year.
We’ve invested in both new connectivity options for wholesale networks and in the services to run those networks.
In supply chain this year, we finished integrating Pelipod (the smart locker company we bought in 2016). We installed 264 Pelipod-lockers and 2,518 Pelipod-boxes at 332 sites.
In payphones we launched InLinkUK in June 2017. These kiosks replace old phone boxes and provide free digital services for the public and advertising for businesses. They feature the UK’s fastest free public wi-fi and a pair of 55” HD digital displays. There are now 138 InLink kiosks installed in London and Leeds with hundreds more due in 2018/19.
We also extended our Managed Services Contract with Virgin Media to operate its UK voice network, signed a multi-year product and professional services framework deal with KCOM and are delivering a new MVNO partnership with China Mobile.
At MVNO World Congress 2017, we won the World’s Best MVNO Mobile Network Operator’.
Visit our site at www.btwholesale.com
Appointed CEO, Wholesale and Ventures in March 2016 and became CEO, Enterprise in May 2018.
Gerry was formerly chief sales and marketing officer at EE responsible for the business, wholesale and product development which he had overseen since the merger in 2010 of Orange and T-Mobile. He joined the board of Orange in January 2008, and prior to Orange he was founding director of Virgin Mobile.