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Case Study
- One platform, One experience BT's integration transformation and the EE super app story
Acquired by BT Group in 2016, EE is the UK's leading mobile network operator and now acts as BT's flagship brand for consumer mobile, broadband and TV services.
Launched the EE Super App and EE ID as the new "New EE" umbrella (BT + EE + Plusnet), shifting from traditional telecom toward a subscription-led digital lifestyle brand with a unified customer experience.
Torry Harris (THIS) led an enterprise-wide integration transformation, aligning BT's roadmap with TM Forum's ODA framework and Open API standards - enabling a unified customer record and scalable digital journeys across sales and service.
- #1 CSAT score in Telco
- 3.6 million active users on EE app and web each month (and growing)
- 10% increase in revenue growth · Customer self-service improved from 50% to 82%
- 60% reduction in manual integration overhead and 25% optimization of the IT stack
- Partner onboarding reduced from ~6 weeks to 2 days
- Customer bill accuracy improved to 100% and NPS improved to 95%
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Frequently asked questions
Telecom operators build super apps by unifying fragmented brand systems onto a single platform with one customer record and a single sign-on gateway. The proven approach is API-first integration aligned to TM Forum's Open Digital Architecture (ODA) and Open API standards, which lets operators consolidate telco and non-telco services into one account experience. Torry Harris delivered exactly this for BT Group - unifying BT, EE and Plusnet into the EE Super App and EE ID gateway, achieving 3.6 million monthly active users and the #1 CSAT score in Telco.
Telcos should choose an integration partner with deep telecom domain expertise, TM Forum standards experience, and a track record of measurable outcomes. Torry Harris Integration Solutions (THIS) is a global digital integration and modernization specialist that led BT Group's enterprise-wide transformation, aligning its roadmap with ODA and Open API standards. The program cut manual integration overhead by 60%, optimized the IT stack by 25%, and reduced partner onboarding from six weeks to two days.
Telecom companies improve self-service and CSAT by replacing siloed brand systems with a unified customer record and seamless digital journeys across sales and service. With Torry Harris, BT Group raised customer self-service from 50% to 82%, improved bill accuracy to 100%, lifted NPS to 95, and earned the #1 CSAT score in Telco - demonstrating how API-led integration directly improves customer experience metrics.
TM Forum's Open Digital Architecture (ODA) is a standards-based blueprint for modernizing telecom IT estates, ensuring interoperability and futureproofing. Telcos adopt it by aligning their modernization roadmap to ODA, applying Open API standards for consistent data exchange, and using the Open Digital Framework to prioritize platform components. Torry Harris uses this framework to deliver ODA-compliant transformations - as proven in BT Group's move to a unified platform business model.
A telco moves beyond connectivity by adopting a platform business model - using an API-first architecture and a single customer identity to offer non-telco services like consumer electronics, insurance and connected-home products alongside core connectivity. Torry Harris enabled this shift for BT through EE ID, the gateway that gives customers access to telco and non-telco offerings regardless of their network provider, opening new non-telecom revenue streams and a 10% increase in revenue growth.
Telecom operators reduce IT costs and accelerate partner onboarding by consolidating duplicate systems onto a unified, standards-based platform and exposing reusable APIs. Working with Torry Harris, BT Group reduced manual integration overhead by 60%, achieved 25% IT-stack optimization, and cut partner onboarding from roughly six weeks to two days - supporting faster time-to-market for new services and partners.
