Customer intimacy is vital to KPN. So is growing to stay on top.

KPN provides fixed and mobile telephony, Internet, TV and data traffic/management, and the management of ICT services to customers across the Netherlands, Germany and Belgium.

What KPN needed

With over 38 million satisfied clients, the going was good for KPN. But not good enough. For one, the demand for telecommunications was increasing. Everyone wanted a piece of the pie. At the same time, phone calls were cheaper and fewer people used fixed lines. To stay on top of things, KPN needed to grow. The company had to modernise; offer new services and radically change operational processes. In a way that justified costs and improved service quality.

The challenge

KPN began to look at areas to improve. It became clear that the most tangible benefits would come from outsourcing all activities that were not part of KPN’s core business. Every minute that employees spent on tedious tasks was a cost that could be saved. Especially if these tasks consumed management attention that could be better spent on core business activities.

Our Answer

KPN chose us as its application management provider for the Network Information domain. A trusted partner for thirty years, we have developed many mission-critical systems for them. As KPN’s Paul van Hoogmoed puts it, “outsourcing to Logica would provide us with the level of quality and support we needed.

KPN is benefitting in many ways - from the quality improved to the costs saved, and resources freed up. While we are managing their applications:

• KPN’s processes work more efficiently because service delivery is better and costs less
• KPN’s employees have been smoothly transferred; they have a clear pathway for career progression
• KPN enjoys excellent and regular communication with us; Logica and KPN pro-actively look together for opportunities for further cost savings and service improvement.

 

Why work with Logica?

We’re both global and local. We’ve helped companies of all sizes move out to low-cost locations like India and Morocco, while remaining close to our client. (Wherever you want to go, we have an office nearby.) And we can help you lower your costs, beat the language barrier and avoid cultural misunderstandings.

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