This is the Industrial Revolution 4.0 where technologies like AI , social and mobile put customers in the driver ' s seat . Used to apps that personalise and simplify every interaction , customers expect more in their private lives and in business . KPN acknowledges that the key to winning the loyalty of its business customers and differentiating itself is exceeding these expectations by transforming customer experience . KPN chose to partner with Salesforce for such a transformation .

One system of engagement Over years , KPN ' s legacy technologies had slowed it ability to innovate and transform fast enough to keep up with changing customer demands . Also , a matrix of technologies created silos which prevented its employees from having a single view of the customer , necessary for knowing customers better and personalizing every interaction . KPN chose Salesforce because of its position as the # 1 cloud Customer Relationship Management platform that would provide every employee with a complete view of the customer and innovate quickly around the customer experience . That both KPN and Salesforce have a common vision that puts the customer at the center of everything they do was an equally important factor .

KPN started using Salesforce to transform interaction with business customers of the newly launched KPN ÉÉN service package . With one system of engagement for key business processes like Order Capturing , Opportunity Management and Case Management , every KPN sales and service employee has a real-time and complete view of every customer . This empowers them to know customers better than ever , personalise every customer interaction and deliver lightingfast service . KPN will extend the success of transforming the KPN ÉÉN service package experience all new and legacy products , phasing out the supporting technologies too .

Human factor Deploying the right technology is only one aspect of KPN ' s journey in transforming the customer experience . KPN understands that its people must fully embrace these technologies to maximise results as well as job satisfaction . Salesforce partners with KPN to guide employees through technological and business aspects , and facilitate knowledge sharing among employees . And with artificial intelligence ( AI ) integrated into the Salesforce platform , KPN employees have access to intelligence that will arm them with all the insight they need to understand and solve customer problems proactively and be more productive than ever .

Ultimately , it is the human factor that will help KPN respond even faster to changes in the market . After all , technology serves people , not the other way around . With Salesforce ' s focus on technology as well as empowering people , it is a win-win for KPN .