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"The Amdocs OSS offering delivers an outstanding inventory solution and also a comprehensive range of pre-automated processes that enable us to quickly and easily implement services."
Nesko Jancic, Vice President of OSS, KPN
| KPN |
| Headquarters: |
The Hague, The Netherlands |
| Services: |
Prepaid, postpaid, voice, data, IPTV, managed services (2008) |
| Website: |
www.kpn.com |
 Read Case Study |
In a country with one of the highest cable, broadband and mobile penetration rates in the world, KPN must innovate to grow and cut costs. Competition in KPN's core markets continues to increase as not only are cable companies offering triple play packages that include telephony, but now virtual mobile carriers are entering the lucrative 3G market. The introduction of services such as interactive TV means that increased bandwidth is required by customers.
KPN has long recognized the key role that its IT systems have in providing crucial competitive advantage helping it maintain market share, expand its service offerings and retain its customers. However, KPN identified the need for a more highly automated and business-driven IT infrastructure that would drive down operational costs while increasing operational efficiency. To this end KPN has engaged in an ambitious, comprehensive and multi-year transformation program to consolidate and overhaul its entire OSS. Building an all-IP infrastructure involved completely renewing legacy networks with IP networks and only offering IP-based services.
"Amdocs' OSS technology and vision enable us to continue to innovate and improve efficiency."
KPN's three key goals for its OSS transformation program are to improve the customer experience, lower operational costs, and improve service offerings through innovation, differentiated and customized services, as well as faster service launch and provisioning.
Fast, accurate provisioning is one area that KPN has been working on to deliver against its three key OSS goals. It hopes to introduce zero-touch provisioning, initiated and orchestrated in real time by customers with self-care, across many of its business lines, and has begun by successfully completing the rollout of a fully-automated, zero-touch fulfillment solution for its broadband residential customers. The goal is a simplified and consolidated fulfillment process based on a single centralized architecture to support KPN's all-IP strategy.
"The business-critical nature of our OSS cannot be over-emphasized," says Nesko Jancic, Vice President of OSS at KPN. "One way the Amdocs OSS solution has met our strategic goals is that it has enabled us to support fully-automated provisioning. We now have real-time zero-touch provisioning for the first time in KPN, and Amdocs is key in making that possible," says Jancic.
Improved Customer Experience
In today's competitive and fast-moving market it's no longer enough to deliver voice, video or data. "Consumers now expect more from their services, and expect these personalized, relevant services to form part of a simple, superior customer experience. This is why improving the customer experience is a vital part of KPN's strategy to win new customers, and retain and up-sell its existing customers," explains Jancic.
"We now have real-time zero-touch provisioning for the first time in KPN, and Amdocs is key in making that possible."
A number of business and operational support systems (BSS and OSS), people and business processes shape the customer experience. KPN chose the Amdocs OSS offering for service fulfillment and network/element registration, including the TM Forum MTOSI (Multi-Technology Operations System Interface) standard for activation of the NG DSLAM (Next-Generation Digital Subscriber Line Access Multiplexer) equipment, to transform its customer experience.
"Improving our customer experience is key to remaining competitive in our core markets, and Amdocs OSS has helped us do that by enabling us to deliver against our promises to our customers. With Amdocs, our provisioning speeds are faster, our processes more accurate and we now have a much more accurate view of our network, so we're finding problems earlier and improving our service assurance," says Jancic.
"Improving our customer experience is key to remaining competitive in our core markets, and Amdocs OSS has helped us do that."
By consolidating numerous legacy inventory systems into the Amdocs inventory, KPN has gained multiple business benefits. For example, a major cause of lengthy provisioning processes is inaccurate network data, which causes fallout in the process and requires manual intervention. A consolidated and accurate inventory is therefore the foundation of a more efficient fulfillment process. In addition, consolidating data from numerous inventory systems has also improved KPN's service assurance and network planning. Faults can now be pinpointed and fixed much more quickly, and capacity can be designed, assigned and planned more accurately. This improves operational efficiency, but also minimizes disruptions to customers when faults occur.
As part of a fully-automated end-to-end fulfillment solution for broadband, KPN implemented Amdocs Automation and Activation Packs. These packs support faster and more accurate service deployment by allowing KPN to deploy new broadband elements much more quickly enabling it to cope with the large number of broadband orders it receives.
Simplifying and consolidating the fulfillment process based on a single centralized architecture means KPN now has full visibility of its fulfillment processes. This enhances the customer experience by speeding the provisioning process and reducing the number of provisioning errors, which means customers are able to start using services much more quickly without having to wait. KPN benefits from a shorter order-to-revenue cycle.
"With Amdocs, our provisioning speeds are faster, our processes more accurate and we now have a much more accurate view of our network."
Jancic explains, "In today's market, customers have much higher expectations. They expect to be able to order a service and for it to be fulfilled in real-time. They're not prepared to wait for lengthy provisioning processes or to put up with mistakes. Fast, accurate provisioning has become a point of differentiation and a means of improving the customer experience. We're very excited about our new fully-automated broadband provisioning process because it delivers the high level of service that our customers now expect."
Lower Operational Costs
With increasing downward pressure on price for traditional services such as voice, KPN has long recognized the need to lower its operational costs in order to remain competitive, and has taken a multi-pronged approach to this challenge. Its strategic transformation program includes rolling out an IP backbone and extending its all-IP infrastructure into the access network. KPN has had a long-standing relationship with Amdocs OSS Division, and Amdocs is playing an integral role in KPN's long-term transformation. "Amdocs' OSS technology and vision enable us to continue to innovate and improve efficiency, from decommissioning legacy systems to standardizing our OSS," says Jancic. "As a result we can quickly launch new converged services to customers in shorter time frames and at a lower cost."
KPN recognized the need to move to a lower cost and streamlined infrastructure that would support its next-generation ambitions. This has been achieved through rationalizing and consolidating its OSS, simplifying the fulfillment process and basing it on a single centralized architecture. The resulting fully-automated end-to-end fulfillment process reduces the requirement for costly manual intervention.
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