Case Study: KPN uses BPM to Heighten the Customer Experience
KPN is offering their customers the most extensive (IP) network within the Netherlands which means optimum customer coverage. By providing such a complete network customers are also guaranteed high quality and availability.
Now more than ever, with so much competition, any activity linked to a poorly managed supply chain can lead to customer loss, litigation, etc. which no company can afford to risk nowadays. All processes needed to be treated with maximum efficiency and urgency to meet with customer demands. Based on a number of predefined conditions and objectives and in order to reduce delivery times and improve service quality conditions they initiated an extensive investigation and evaluation of a system capable of developing an effective control of the processes for implementation which would also optimize the use of resources and reduce costs. In 2010 they opted for AuraPortal BPM Platform.