The fact that implementing a Salesforce system in a telecom business isn’t as simple as it may appear at first glance became painfully obvious in a large project initiated by KPN. KPN started a project to upgrade its customer service and improve the experiences of its customers. It started as a good idea and appeared to be off to a good start as well, with the purchase of Salesforce and Vlocity and the contracting of an external provider. However, very soon the setbacks started. As a result of the lack of expertise and a cumbersome implementation of the systems the project was halted and a large amount of money was lost.
Bouke Hoving, at that time the CIO of KPN, quickly found out that qualified experts are an essential component in digital transformations of this order. He decided to call on Frank van Meegen who, at that time, worked as a freelancer and later became the founder of WolfTech. By making smart use of the TMforum framework, which is a reputable framework for the creation of a sound IT landscape in telecom companies, KPN ultimately ended up winning the TMforum Excellence award.
In part because of our many years of experience and high level of certification, here at WolfTech we have comprehensive knowledge of Salesforce, Vlocity and TMforum. As a result of our specialization in digital transformations in telecom companies, and our broad technical product knowledge, we ensure that our customers save a lot of money. For example, KPN realized a cost savings of 500 million euro, and the digital transformation resulted in a 250% increase in customer orders. The company’s net promoter score, an important score within the telecom sector that indicates how willing a customer would be to recommend a company to family and friends, rose by 47 points as well.
By involving WolfTech in your digital transformation with Salesforce Industries you can count on the following benefits:
The TMforum Excellence Award is awarded annually to companies with outstanding developments in the area of operations, digital transformations and customer service. The total number of awards is issued on the basis of 6 themes, which are announced during the Digital Transformation World Series.