Technology

It & Telecom 2008

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Presentation held at Delft in june 2008. It describes the use of ServiceScanner at KPN, the dutch incumbent operator. Using ServiceScanner service providers can easily save millions of dollars on their operational costs.
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  • 1. Company Confidential 2008
  • 2. Edge Customer-care Systems Smallness in Bigness Sven Wallage COO
  • 3. The smartest way to... • Simplify customer-care • Simplify changes Company Confidential 2008 • Save money!
  • 4. Simplify customer-care Company Confidential 2008
  • 5. Simplify changes Company Confidential 2008
  • 6. Save money Company Confidential 2008
  • 7. Case KPN • Project results - fast implementation (live in 5 months) - used by 2000 service operators and field engineers, - in 7 helpdesk (business and consumer market) - across 20 network domains • Company Confidential 2007 Business results - first time fix up with 20% - averge call duration down with 15% - Joined KPN/Edge press release - saving milions of euros
  • 8. Company Confidential 2008
  • 9. Company Confidential 2008
  • 10. Architecture Help desk old user interface old user interface old user interface Viewer vendor/system 1 vendor/system 2 vendor/system 3 ServiceScanner Stovepipe Company Confidential 2008 Domain Domain Domain vendor / vendor / vendor / Probe Probe Probe Host Host Host system 1 system 2 system 3
  • 11. Eyes On Site Company Confidential 2008
  • 12. Connect Client/ Supplier domain Helpdesk Helpdesk domain Edge Edge Company Confidential 2008 domain domain Info domain domain Provider
  • 13. Everybody wins Company Confidential 2008
  • 14. Edge Customer-care Systems Newtonlaan 115 3584 BH Utrecht www.edge-cs.com
  • Chapter 23

    Jul 23, 2017

    F-50.pdf

    Jul 23, 2017
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