Dutch telecommunications company Royal KPN NV (KPN) has bought business process management (BPM) software from TIBCO subsidiary Staffware.
KPN is extending its current BPM roll-out from Staffware – now known as TIBCO BPM Group – as a step towards adopting the first phase of TIBCO’s Complex Order Management solution. This solution aims to allow telecommunications service providers to manage complex order plan development and execution and present a unified order process to customers.
KPN’s current use of the TIBCO Staffware Process Suite to reduce costs and cut processing time for order fulfilment in its fixed line division has improved the productivity for order fulfilment by 50 per cent. The new rollout will see the use of BPM expanded across the KPN fixed product portfolio.
A single customer order usually comprises multiple orders, multiple products and different fulfilment environments from different parts of the business. Pulling all of these together to appear as one seamless order for the customer is a challenge all telecommunications providers face, including KPN.
KPN has already begun using TIBCO’s integration technology with the new BPM capabilities to leverage legacy systems more effectively.
“Improving customer service and satisfaction is KPN’s key objective for this BPM rollout which we hope will help KPN accelerate the introduction of new services and new combinations of services to the market,” KPN programme manager, Cees Euser says.