In 2013 British telecom giant BT Group launched BT Law Ltd. Directed by the group’s claims processing unit in Sheffield, BT Law was one of the UK’s first “alternative business structures,” a regulatory innovation which permitted BT to offer comprehensive claims management services--including legal services--to external customers. It was the latest iteration of an ongoing experiment to determine if BT could successfully market its deep claims management expertise to other businesses, and in doing so, help transform BT’s legal function from a cost center to a profit center. How did the Sheffield team get this incumbent utility provider to go along with the experiment? Would they succeed? And what would clients, both internal and external, think about BT Law?
The case invites the reader to consider the impact of regulatory change on the delivery of legal services and innovation in the profession.
Management of Legal Departments
Event Year Begin: 2009
To obtain accessible versions of our products for use by those with disabilities, please contact the HLS Case Studies Program at firstname.lastname@example.org or +1-617-496-1316.
Note: It can take up to three business days after you create an account to verify educator access. Verification will be confirmed via email.
Please note that each purchase of this product entitles the purchaser to one download and use. If you need multiple copies, please purchase the number of copies you need. For more information, see Copying Your Case Study.