it & telecom 2008
DESCRIPTION
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.TRANSCRIPT
Com
pany
Con
fiden
tial 2
008
Edge Customer-care SystemsSmallness in Bigness
Sven WallageCOO
Com
pany
Con
fiden
tial 2
008
The smartest way to...
• Simplify customer-care
• Simplify changes
• Save money!
Com
pany
Con
fiden
tial 2
008
Simplify customer-care
Com
pany
Con
fiden
tial 2
008
Simplify changes
Com
pany
Con
fiden
tial 2
008
Save money
Com
pany
Con
fiden
tial 2
007
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
• Business results- first time fix up with 20%
- averge call duration down with 15%
- Joined KPN/Edge press release
- saving milions of euros
Com
pany
Con
fiden
tial 2
008
Com
pany
Con
fiden
tial 2
008
Com
pany
Con
fiden
tial 2
008
Help desk
Domain Domain Domain
old user interfacevendor/system 1
old user interfacevendor/system 2
old user interfacevendor/system 3
vendor /system 1
vendor /system 2
vendor /system 3
Viewer
ServiceScanner
ProbeHost
ProbeHost
ProbeHost
Stovepipe
Architecture
Com
pany
Con
fiden
tial 2
008
Eyes On Site
Com
pany
Con
fiden
tial 2
008
Client/ Supplier
Provider
Helpdesk Helpdesk
Info
Helpdesk
domain
domain domain
domain
domain
Connect
Edge Edgedomain
Com
pany
Con
fiden
tial 2
008
Everybody wins
Edge Customer-care SystemsNewtonlaan 115
3584 BH Utrecht
www.edge-cs.com