KPN Wholesale replaced Oracle with Sales Cloud and Service Cloud in one go. Account managers now see every incident before they negotiate, and a fix found for one local fault is there for the next.
KPN Wholesale sells access to KPN's network to other telecom providers and operators. Their services, and their end customers, run on it. When something breaks locally, every hour counts, and in a competitive market a slow fix is a reason to switch.
The way they worked made that harder than it needed to be. Customer data and interactions lived in Oracle. An account manager could walk into a renewal without knowing the customer had open incidents. A creative fix for one local fault stayed with the engineer who found it, so the next team solved the same problem again. Requests came in by email, phone, website and customer portal, and the sales team had no proper way to turn campaign interest into qualified leads.
They needed one picture of each customer, shared by everyone who deals with them.
Most companies roll out Service Cloud and Sales Cloud one after the other. KPN Wholesale chose to do both at once, so sales and service would share one data model from the first day instead of being stitched together later.
We started with the data. We cleaned the existing customer records, then migrated them and every integration out of Oracle. On that base we designed one platform where every customer interaction is stored and visible to the people who need it.
Incident history now sits on the account, so sales sees it before every conversation. When a local incident is solved, the update is recorded on every affected account, so the fix can be found and reused the next time. Account Engagement (formerly Pardot) gives the sales team one place to generate, qualify and nurture leads from their campaigns.
Go-live was the start. A VANEIGENS team works with KPN Wholesale in sprints to keep improving case management and customer satisfaction.
Account managers see open and past incidents on the account before they talk to the customer.
Fixes for local incidents are recorded on every affected account and found again when the problem returns.
Email, phone, website and customer portal requests are handled and logged in Salesforce.
Campaign leads are generated, qualified and nurtured in Account Engagement before sales picks them up.
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