BT Group transforms software support with Spinnaker Support

• Spinnaker Support is taking on primary support roles for key on-premise Oracle applications across BT Group’s technology estate, extending the proportion of the Group’s Oracle deployment that has active support 
• Spinnaker is also tasked with streamlining and integrating support for Oracle applications into the Group’s Service Platform, powered by ServiceNow 
• New contract delivers annual savings for BT Group, creating headroom for transformation 

Denver, Colorado –  Spinnaker Support today announced it has signed on with BT Group to provide support for all on-premise Oracle applications in use across the Group’s technology estate. The engagement spans a wide range of critical Oracle applications and sees Spinnaker providing all escalated support on a variety of key databases and applications within BT Group. 

Live since mid-2024, Spinnaker is showing good delivery momentum, averaging a sub-five-minute response time on all tickets raised by BT Group users.  As Spinnaker integrates into BT Group’s Service Platform, powered by ServiceNow, this will further reduce friction and add automation to enhance issue resolution. 

The new contract, initially running for three years through 2027, provides significant efficiencies for BT Group, contributing to its commitment to deliver £3bn in savings over the next five years and creating headroom to enable its wider transformation efforts. 

Spinnaker is coming on board midway through an ambitious digital transformation for BT Group. By consolidating BT Group’s historical ~2,500 systems into a small number of core platforms, powered by 500 or fewer cloud-first applications, the Group is simplifying the process of building, selling and servicing customer products, and reducing the overall cost profile of digital service delivery. 

Thomas Duecke, Chief Operating Officer, Digital at BT Group, said: “Oracle is a critical enabler of our business and a key partner. By moving key elements of our support to Spinnaker we’re able to unlock real value for our users and engineering teams, creating headroom for our wider transformation efforts, and we’ve been delighted with a strong start to the relationship.” 

Matt Stava, CEO, Spinnaker Support, said: “BT Group is a perfect customer for us, with a wide range of systems and platforms that need support—something we have successfully delivered to thousands of customers over the years. We have had really positive engagements with the team and are enjoying working closely with the engineering teams across the Group on a day-to-day basis.”