Presentation held at Delft in june 2008. It describes the use of ServiceScanner at KPN, the dutch incumbent operator. Using ServiceScanner service providers can easily save millions of dollars on their operational costs.

1. Company Confidential 2008

2. Edge Customer-care Systems
Smallness in Bigness
Sven Wallage
COO

3. The smartest way to...
• Simplify customer-care
• Simplify changes
Company Confidential 2008
• Save money!

4. Simplify customer-care
Company Confidential 2008

5. Simplify changes
Company Confidential 2008

6. Save money
Company Confidential 2008

7. Case KPN
• Project results
- fast implementation (live in 5 months)
- used by 2000 service operators and field engineers,
- in 7 helpdesk (business and consumer market)
- across 20 network domains
•
Company Confidential 2007
Business results
- first time fix up with 20%
- averge call duration down with 15%
- Joined KPN/Edge press release
- saving milions of euros

8. Company Confidential 2008

9. Company Confidential 2008

10. Architecture
Help desk
old user interface old user interface old user interface
Viewer
vendor/system 1 vendor/system 2 vendor/system 3
ServiceScanner
Stovepipe
Company Confidential 2008
Domain Domain Domain
vendor / vendor / vendor /
Probe Probe Probe
Host Host Host
system 1 system 2 system 3

11. Eyes On Site
Company Confidential 2008

12. Connect
Client/ Supplier
domain
Helpdesk Helpdesk
domain
Edge Edge
Company Confidential 2008
domain domain
Info
domain domain
Provider

13. Everybody wins
Company Confidential 2008

14. Edge Customer-care Systems
Newtonlaan 115
3584 BH Utrecht
www.edge-cs.com