Case Study: KPN achieves 11% lower operating costs with Upskill Skylight

Telecom leader KPN cuts field tech costs by 11% with Skylight

KPN, the Netherlands-based telecom serving over 33 million subscribers, faced a field-service challenge: 3,000 technicians maintaining hundreds of different assets often lacked quick access to manuals, diagnostics and expert support, leading to delays and inconsistent repairs. To modernize operations and spread expert knowledge, KPN deployed Upskill’s Skylight platform on Glass Enterprise Edition smart glasses.

Upskill configured Skylight (with Accenture and KPN) to push work orders to the glasses, guide technicians with Bluetooth beacons, stream instructions and live diagnostic data, and enable live video calls to remote experts for hands-free repairs. The Upskill solution cut operating costs by 11%, improved work error rates by 17% and sped transaction completion times by 5%, while improving safety and first-time fix capability.

KPN

Olga Zeijpveld

Project Manager