Case Study: KCOM achieves scalable, proactive customer service with Devoteam

KCOM improves telecom service without increasing headcount with Devoteam

KCOM, a leading UK communications provider, faced a challenge scaling its Network Operations Centre to support its new services for multi-site organisations. The existing tools provided limited visibility into customer impact, handling 70,000 monthly faults and 2,000 incident tickets. KCOM partnered with vendor Devoteam to design and implement a new Next Generation Operational Support System (NG-OSS) to deliver measurable service quality and meet customer SLAs.

Devoteam implemented an innovative solution using a CA Technologies product set, delivered as a Private Cloud. The integrated system provided a single view of service quality, enabling proactive service management. The results included improved service levels without increasing headcount, a significantly enhanced customer experience, and performance that consistently exceeded contracted commitments. Devoteam's solution set a new industry standard for KCOM.

KCOM