demand for cloud services is growing , but the question is how to capture that growth ,” says Hoving .
“ The growth of demand for converged quadplay has enabled us to serve the market significantly better from a competitive perspective .”
However , four different mobile MyKPN selfcare applications for KPN ’ s individual quadplay products with separate IT infrastructures not only created a number of silos within its operations , but also greatly affected customers .
“ Customers had difficulties logging in and were mixing up their fixed username with their mobile password or vice versa ,” Hoving explains . “ We completely redesigned these products from a customer perspective . All our customers were automatically calling our call centres as the apps were previously not user-friendly .”
By consolidating its services and rebuilding its IT infrastructure , KPN has integrated its services and enhanced its core selfcare application , MyKPN , to house all essential digital services . From managing subscriptions to its invoicing capabilities , the application can be accessed through a number of solutions , from face ID and touch ID to the use of traditional lock systems . Simplifying and enhancing its mobile services has also provided customers with the ability to share part of their mobile bundle with family members , therefore attracting an increasingly important market .
“ Since we ’ ve built it around the customer and the family , we ’ ve seen an explosion of usage , where it has gone up by a factor of eight . Calls to our call
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