Telecommunications has always been an industry characterized by continuous change. That pace picked up even further with the advent of the Internet, and then mobile technologies. For a broad-based telecommunications service provider like KPN, this is a business environment full of opportunities but, at the same time, some significant challenges.
One of the key opportunities for KPN is the growing range of new and profitable services based on Internet protocol. To position itself in this rapidly expanding and highly competitive market, the company needed to build and maintain higher-bandwidth networks, while upgrading its systems to support the new technologies. At the same time, however, it needed to maintain its focus on existing customers using traditional technologies.
For KPN, the solution was outsourcing. By allocating certain processes within its existing portfolio of services, it would be able to manage its costs more tightly while deploying its own skilled professionals in the areas of most impact, creating a much more agile and focused team.
KPN knew that choosing the right business process outsourcing provider would be crucial in the success of its strategy. It chose to work with Accenture based on our in-depth knowledge of the communications sector, and the Dutch market in particular. KPN also recognized that Accenture’s strong project and program management skills, coupled with its experience in outsourcing, was also crucial—particularly as it decided to move its work offshore.