KPN

Supporting KPN in its transformation towards next generation customer centric multimedia and services company

KPN is the leading multimedia company in the Netherlands, providing consumers and households with fixed and mobile telephone lines, internet, and TV services; businesses with voice, internet and data services; and third parties with wholesale network services. The company also provides mobile networks to consumers and business users in Germany and Belgium.

With 28,368 employees, KPN posted revenues of 12.1 billion euros in 2006.

The company serves 8.6 million mobile customers, 2.1 million internet users and 300,000 TV customers in the Netherlands, as well as the 15 million mobile customers it has in Germany.

In the highly competitive telecom market, KPN must constantly innovate its products and services - as well as its business models - to stay ahead of the game.

The convergence of different types of media - driven by technological developments like All-IP and Web 2.0 - has meant that KPN has been obliged to establish a flexible customer-centric IT infrastructure.

To give KPN a better understanding of its customers and their needs, IBM Global Business Services is implementing a new CRM suite based on Oracle eCommunications. This solution will provide KPN with a complete overview of its customers and their technological needs, including all possible products, services, channels and interactions.

This CRM foundation will allow KPN to provide customized service to fit its different users at all touch points.

The standardized yet flexible IT architecture of the CRM suite also enables KPN to bring new services to market faster - in order to respond to new needs and desires as soon as they are recognized.

In addition, the IBM Global Business Services team is establishing a customer-centric billing service, which will accommodate both KPN's current and next generation IP-based technology.

IBM's role in this transformation process requires it to collaborate closely with its KPN clients. It also highlights the company's strong relationship with Oracle.

The team for this project combines individuals with functional experience and knowledge (CRM, billing, business intelligence, applications integration and migration) with co-workers who have specific telecommunications industry experience.

Specific consultants involved include project managers, business consultants, business analysts, enterprise and solution architects and implementation specialists.

This team is multinational and includes members who originate from the UK, Switzerland, the Netherlands, Romania, the USA, Hungary and India.

We've also relied on the experience of over 13,000 employees within IBM who have worked for telecom clients in the past.