KPN

Client situation

In The Netherlands KPN has a major market share in mobile, fixed lines, Internet access and TV via Internet, so called triple-play via Internet based services.

KPN is noted on the stock market in Amsterdam and has an annual turnover of € 14,7 bln and employs 36.000 people.

Challenge

• Not flexible in doing online marketing campaigns
• Mis-using a CMS for web shop functionality
• Lack of functionality in existing solutions
• For different products groups different web shop solutions used:
  • Fixed lines
  • Internet & ADSL
  • Mobile
• High costs for making small changes
• High TCO
• Performance issues on transactions
• Very complex backend integrations

Solution

The highlights of the implemented solution are:

• Conceptual design of an eCommerce solution based on the INTERSHOP enfinity Suite 6 Consumer Channel
• Implementation of the INTERSHOP eCommerce Suite B2C and B2B
• More than 7.500 product variations
• More than 38 million customers in The Netherlands alone
• Omniture and affiliates integration
• Many custom backend integrations
• 2 strategic business channels:
  • CM (Consumer Market)
  • ZM (Business Market)
• Innovative design, continuously changing
• Tight integration with GX CMS

The business channel specific highlights are:

Consumer market

• Mobile: phones, pre- and postpaid, acquisition and prolongation, subscriptions
• Internet solutions: internet + calling + TV combinations
• Digital and interactive TV
• Residence calling
• > 6 project in 2 years, size from 60 – 200 days
• Changes in “release train” mechanism each 4 – 6 weeks
• Dynamic development team for mobile market

Business market

• Mobile: mobile phones, speech and data subscriptions, mobile internet
• Fixed lines, phone centrals, accessories
• Mobile advice tool
• > 4 projects in less then 2 years, size from 80 – 230 days
• Changes in “release trains” mechanism each 4-6 weeks or “speed” changes in a few days.

Results

The benefits for KPN with the new solution are:

• Flexible eCommerce solution supporting
• fast changing business needs
  • Small changes by a separate team
  • in parallel with major changes and
  • new projects
• Extensive online marketing functionality
• Different campaign- and landing pages
• Different payment solutions
• Content pages maintainable by business users
• Catalogue- and product maintenance in
• INTERSHOP linked with Promis