Industry Cloud Leader and Strategic Partner, Salesforce, Helped Dutch Telco Improve Customer Loyalty and Revenue Growth While Exceeding Cost Savings Goals

From Press Release

SAN FRANCISCO, CA — May 14, 2019 – Vlocity, Inc., a leading industry-specific, cloud software company, announced today that its digital transformation program with Dutch service provider KPN, delivered in conjunction with its strategic partner Salesforce, was selected as a 2019 TM Forum Excellence Awards winner. The award recognizes organizations that have successfully transformed their businesses, and those of their customers, from an IT, operational and business standpoint.

Vlocity’s innovative work with KPN and Salesforce was recognized by judges as the top annual project in which a communications, digital infrastructure or media service provider made the greatest strides in transforming its business operation to a low-cost, agile and customer-centric model.

“KPN is widely and justifiably recognized as one of the world’s digital leaders, which we use to describe a company that has been at the forefront in developing and executing on a digital vision to improve the way it serves its customers,” said Dan Ford, senior VP and general manager, Vlocity Communications and Media. “That’s why I’m so honored and proud to see KPN, Vlocity and Salesforce recognized with the TM Forum’s Business Transformation Award.”

In 2017, Vlocity began working with KPN on its small and medium enterprise (SME) customer segment. KPN’s goals were to dramatically improve and simplify its SME customer experience, increase its Net Promoter Score (NPS), and drive revenue growth while achieving €450M in cost savings. KPN focused on simplifying its B2B product portfolio, processes and IT systems, and launching a new bundled offer called “KPN EEN Business.”

KPN selected a comprehensive suite of omnichannel, digital Cloud BSS applications from Vlocity and Salesforce and executed its transformation program with support from Cognizant, Vlocity and Salesforce transformation experts. After a 15-week proof-of-concept project that demonstrated the Vlocity and Salesforce solution capabilities, KPN expanded to a full deployment. Five months later, a streamlined, omnichannel customer experience solution was in production with 500 KPN sales and service professionals.

The results of KPN’s B2B transformation program include:

• A 47-point increase in NPS for KPN EEN Business
• 250 percent growth in orders
• 57 percent reduction in delivery cost
• 64 percent reduction in service cost
• €500M cost savings (2014-2017)

KPN is widely and justifiably recognized as one of the world’s digital leaders, which we use to describe a company that has been at the forefront in developing and executing on a digital vision to improve the way it serves its customers.

– Dan Ford, SVP and GM, Vlocity Communications and Media

Since 2007, TM Forum’s ‘Excellence Awards’ have recognized the world’s leading companies for their innovative achievements spanning digital transformation, business and IT agility, customer centricity, cross-industry partnering and collaboration, and product and service innovation.

Learn more about the TM Forum Excellence Awards here.