Dutch Telecommunications Provider Outsources Service Desk
Logica’s blended team answers the call
About KPN
A leading telecommunications and ICT service provider in The Netherlands.
What KPN needed
What’s the most popular way for businesses and people to stay connected? The answer is
telecommunications. This makes the demand for it relentless. In the long term, the telecom provider
has to respond to it by continuing to grow. And keep their stronghold in the European market. More
immediately, they are looking at new opportunities to reap the benefits of outsourcing.
The challenge
The telecom provider decided to outsource their service desk for business applications - an activity that was not part of their core business. They wanted - an improved service, a safe haven for existing staff. At the same time, costs had to be brought down. They realised the need for a trusted partner. One they could rely on for technology and for business. And with whom they had a cultural fit.
Our answer
We began with a quick scan to understand exactly what was required of us. And promptly returned
with an assessment. Together we built a business case. The telecom provider was assured that after
a smooth transition, Logica would deliver to the level of quality and expert support needed.
Our practical approach made sure that the telecom provider’s organisation could go about their
business as usual. For the first three months the services ran out of their offices. It was then
transitioned to Logica. Our India based staff travelled to the Netherlands for six weeks of knowledge
transfer.
A success story
The telecom provider relies on Logica for first line service desk support for their IT department. Staff can contact the service via phone, email and Internet to get almost immediate help with nearly 800 business applications.
Previously, the ticket volume was very high (15% over the baseline). Performance was not up to the mark. The service desk began to perform better in a matter of six weeks after we took over. Logica worked with them to build a business case that worked on the gain-share concept. It has helped manage the flow of queries. Not just that. Now fewer people are required for the same amount of work.
Resources have been smoothly transferred into Logica. They work from convenient locations
minimising travel time. This crucial part of the contract has been handled well and the telecom
provider is pleased.
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