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The Challenge BT’s networked Multiprotocol Label Switching Service (MPLS) business is worth tens of millions of pounds in annual revenue. Large companies order an MPLS to connect all of their operations. For BT, the provisioning process occurs in six stages, starting with getting orders from sales, to entering them into systems, supplying the physical equipment, configuring the service numbering over to sales, and so on. Each of those stages is made particularly complicated by the global nature of their business – every country’s laws, currency, practices and people are different. BT’s goal was to be number one in customer service on a global basis. That meant providing consistent, accurate services to these global