KPN Case Study

The Business Need

KPN launched the project in order to build a solution able to support higher order intake, improve customer satisfaction, reduce churn, shorten the time needed for customer implementation, reduce the number of KPN internal activities and cut costs. KPN’s vision is based on the assumption that, at some point, all customers, including both end users and partners/integrators will be able to perform self-setup in the most efficient and convenient way, and manage all telecom-related activities, as well as gain insight into detailed financial and customer data. The latter should be made possible through web services and B2B interfaces available across Europe, networks and technologies, and delivering services in a largely automated and monitored way, using a workflow management system.

KPN decided to face the challenge together with Comarch, using the latter's billing and reporting system, based on Comarch BSS Suite modules (see frame on the right). The solution has been delivered in a software as a service (SaaS) model, where Comarch is responsible for full hosting and housing activities, as well as for all daily activities necessary to keep the whole solution up and running.

The following areas are being streamlined by Comarch’s system at KPN MMS:

• Portfolio management – as Online Portfolio Management from KPN’s corporate users’ perspective and Central Portfolio Management from KPN MMS perspective
• Online implementation support – support for self-setup for end users partners/integrators, supported by Comarch Managed Services
• Online cost center management – ability to self-manage Customer Cost Center hierarchy, including a reporting feature able to split telecom-related costs across different levels of customer hierarchy
• Online financial control – access to all financial documents created for customers n Central price list management – CRUD of all price lists and elements done in a single place, automatically synchronized with other modules
• Central price list management – CRUD of all price lists and elements done in a single place, automatically synchronized with other
  modules
• Single customer contact and discounts management – a single point of customer management, with deep insight into customer structure, contracted services and discounts
• Support for fulfillment automation processes – simplification of service management, easy integration with KPN’s own fulfillment platform
• Pro-active service level management (SLM) – part of software as a service (SaaS)