With more than 35 million customers and annual sales of $19.5 billion, KPN is a leading European provider of fixed and mobile telephony, Internet, and TV services. To improve customer service and increase productivity in a competitive market, the company needed to give its sales and service representatives a timely, comprehensive view of every customer.

Challenges

  • Give sales and service representatives a single view of the customer
  • Migrate data from 50 legacy systems into a Siebel CRM and UCM system
  • Optimize customer data quality
By introducing the 360-degree view of our customers and providing clean, trusted data in near real-time, Informatica is helping KPN raise the bar in terms of customer satisfaction, target customers with compelling cross-sell and up-sell opportunities, and reduce marketing and sales time to market.
— Thomas Reichel
Senior IT Architect
KPN

Results

5% Increased

projected average revenue per user

10% Reduced

customer churn annually

10% Decreased

length of customer support calls

5% Increased

call center productivity

Technologies Used

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