Case Study: KPN achieves faster, more efficient telecom order management with Cegeka and ServiceNow TSM

Each solution needs its own configuration, so you can't program everything manually

The telecommunications provider KPN faced the challenge of managing a highly complex and growing portfolio of integrated services. Their previous order management system was not tailored to the telecom sector, requiring a tremendous amount of manual programming and configuration from both KPN and the vendor Cegeka. KPN needed a scalable, industry-specific platform to intelligently bring all services together and automate its processes.

Cegeka played a key role in designing the implementation roadmap for ServiceNow's Telecom Service Management (TSM) platform and led its rollout. The solution automated the entire order management process, slashing the average order transfer time from three days to just a few seconds. The results for KPN included increased operational efficiency, faster product delivery, an enhanced customer experience, and a unified source of truth for all services.

KPN

Marco Damen

Product Owner ServiceNow