KPN has built process models on AuraPortal, determining how the processes should work down to the smallest detail, without needing to program a single line of code. Even more importantly it doesn’t need any programming for any modifications performed throughout its lifespan.
Due to a rapidly changing market KPN was forced to evolve its primary processes, focusing on offering its clients personalized services in order to attend to each request with the utmost precision and efficiency.
With competition fiercer than ever, any activity linked to a poorly managed supply chain can lead to customer loss, litigation, etc. which no company can afford to risk. All processes needed to be treated with maximum efficiency and urgency to meet customer demands. Based on a number of predefined conditions and objectives and in order to reduce delivery times and improve service quality conditions they initiated an extensive investigation and evaluation of a system capable of developing an effective control of the processes for implementation which would also optimize the use of resources and reduce costs. In 2010 they opted for AuraPortal BPM Platform.
To improve times and customer satisfaction.
The majority of KPN’s Supply chain processes have been integrated into the AuraPortal application.
The chosen BPM platform had to be capable of adhering to and executing strict ACM (Authority for Customers and Markets) guidelines, in combination with the management of a vast number of products, services and order flows.
Training gave KPN staff autonomy to maintain and update their processes without any type of intervention or assistance from external parties.
“Within a publicly listed company like KPN, continuous improvement forms an important part of company activity. The programs behind these improvements are mostly complex due the fact that the operation is always focused on supporting and assisting customers. With this in mind, the AuraPortal team in KPN and FourICT successfully made significant improvements using AuraPortal by creating standard and stable processes within the supply chain for broadband Ethernet connections in the business sector. Customers benefit from improved quality of delivery, faster delivery times and real-time proactive communication”.
The copper and fiber network of KPN is an open network that is being used by Telecom operators and Service providers (including non KPN organizations) to deliver of a variety of services. KPN Wholesale is providing all the components a Telecom provider needs to comprehensively manage their customers.
KPN Mobile, has over 23 million subscribers in the Netherlands, Germany and Belgium.
KPN also provides Internet access to 2.1 million customers and offers business services and data transport network throughout Western Europe.
2015 annual revenue of 7,008 million Euros with an operating profit of 708 million Euros.
They have a huge number of employees in the headquarters and subsidiary companies like Geltronics and Simyo.