“KPN has always been keen on moving towards a simplified yet powerful Business Support System (BSS). In our endeavour to strengthen the customer service and lower the business’s total cost of ownership, Accenture was an unequivocal choice. Their agile methodology to create a read map guided us to a new, simplified technology landscape. It helped us accelerate the software delivery, drive a faster time to market and raised the customer satisfaction index. Accenture has been a true end-to-end integrated technology partner that helps us through this major transformation.”
Executive Vice President
Simplification & Innovation
and Chief Information Officer
As a leading provider of mobile, internet, TV and information services, KPN aims to deliver the best customer experience to its more than 11.5 million subscribers.
However, with the development of fiber, copper networks and multi-play services, as well as its expansion into OTT TV, this has made the company’s business increasingly complex.
The introduction of more services with new systems to its subscribers has led to higher costs, inhibiting the agility and responsiveness of the organization. The result is fragmented Business Support Systems (BSS), which impacts negatively on customer experience and KPN’s brand.
KPN needed to boost its digital capabilities, while ensuring little to no impact on its operations, business and customer services as it moved toward a more simplified BSS platform.
During this transition the company faced several business challenges: aligning the different and complex product and pricing strategies for both copper and fiber customers.
Supporting the seamless migration of customers. Implementing new unified ways of working following the customer migration and developing a BSS capable of handling an increase of 500, 000 to 2.5 million customers.
Accenture developed a Data Migration Factory (DMF) to move customer data seamlessly.
More than 1.9 million KPN customers were in the scope for migration.
Accenture helped KPN achieve faster time-to-market and higher levels of customer satisfaction.
Accenture simplified KPN's IT landscape and accelerated its day-to-day business.
In 2012, Accenture was selected to design, develop and execute KPN’s transition to a new Oracle technology, based on BSS Laverstraat 3.0 (L3.0).
Accenture worked as an integrated team with KPN to transform the company’s ability to meet the needs of its customers in the digital age, whilst increasing its ability to serve, sell and lower the business’s total cost of ownership.
KPN’s major business priority has always been customer service and its primary objective was to ensure that its customers experienced a “non-disrupted service” as it transitioned to the new fiber platform.
By bringing our management and technology consulting expertise together with our digital and operations capabilities, we could develop an end-to-end integrated service aimed at delivering a seamless solution that supports a higher volume of customers on a new system.
Accenture guided KPN through its first decommissioning—the first-of-its-kind for a telco in Europe.
The new platform is capable of supporting more than 2.5 million customers with quality customer service.
Accenture and KPN achieved a 10 percent reduction in call volumes.
Accenture prepared an impact plan predicting shift of 1,500+ KPN employees.
“During migration to the new provisioning systems, a main goal of KPN was to ensure that customer impact was minimized. KPN’s collaboration with Accenture, both during and after migration, was essential in realising this. Accenture’s combined expertise in Digital, Technology, Operations and Consulting proved essential in managing, preventing and solving potential problems resulting in happy customers and a happy KPN”.
Director Change & Innovation Fixed
Accenture Technology helped KPN realize the business case for the L3.0 platform. Accenture Technology secured tangible cost reductions and created a simplified landscape with fewer systems holding business data, ultimately helping to accelerate the ease and speed of the day-to-day business.
In addition to managing the complex technology, Accenture Operations developed 20 end-to-end releases and 80 minor releases on time and within budget. 6 KPIs were monitored and improved, more than 1 million data fixes were executed and more than 290 business criteria fulfilled.
Finally, the decommissioning and complete shutdown of the delivery street was the first-of-its-kind in the history of telecoms in Europe and KPN.
KPN is a communications, media and information services company that services more than 11.5 million subscribers in the Netherlands. It seeks to ensure that its customers benefit from the latest and greatest innovations available in the market, along with offering the highest possible levels of customer service and support, which is a key market differentiator.