In 2013, KPN embarked on a broad transformation project designed to help it win market share in the incredibly competitive Dutch telecoms market. The operator replaced its inefficient, fragmented and costly IT architecture with a single, low cost IT environment. KPN contracted Huawei to migrate its legacy IT systems to Huawei’s Business Supporting System (BSS), consisting of Huawei’s customer relationship management (CRM) and convergent billing solutions. More than 200 offerings were configured and commercially launched on the new system.
As a result of the transformation, KPN has become far more efficient and agile. It has achieved a 60% reduction in the average time to market from product concept to production. It has reduced customized IT development (90% of its systems are now in standard configuration) and the number of apps it is using by 60%, helping to lower maintenance and administrative overheads by 30%.
Order handling times have fallen by 80%, meaning both customers and channel employees see the benefits of transformation. The net result has been significant increase in customer satisfaction. KPN’s Net Promoter Score has risen out of negative territory to become positive. In the third quarter of 2016, NPS for residential customers was +9 and for consumer mobile customers it was +10.