Success stories

KPN

(also known as their other brand, RoutIT)

KPN

Services:
Telecommunication
Location:
Netherlands

Leveraging the market opportunities by matching a B2B2C business model to a complex billing solution from MaxBill

MaxBill has originally started the partnership with RoutIT, which has since become a part of the larger Dutch telecom group, KPN. RoutIT is a nation-wide service provider in the Netherlands that offers Internet, cloud, connectivity and communication services for small to medium-size businesses. The company entered the market with an innovation for that time: a B2B2C business model, where all services were offered indirectly via local partners only.

Since partnering with KPN, a country’s leading Internet service provider, the two brands have significantly strengthened their market positions, signing new partners all over the Netherlands. The expanding network demanded new, better ways of billing, partner managing and service operation. As part of its business strategy, KPN also relies on custom service offerings and the possibility to adjust to the market changes to stand out among other providers.

Introducing MaxBill allowed KPN to elevate its partner-based business model through direct control over its business processes. The MaxBill solution became the tool the company could use to manage internal processes independently and make fast changes to utilize emerging market opportunities.

Objectives

Support the expanding market coverage of the SME segment

The broadening network of partners across the country demanded a precise and well-organized way to manage all the components of the partner interactions to provide high-quality service with no delays.

Deliver the B2B2C business model

Reselling its services through smaller local partners exclusively, KPN required a system that could be adjusted to such a scheme and allowed for including complex agreement conditions for automated revenue calculation.

Conduct direct control over business processes

KPN aimed for being an independent provider and avoiding any third-party involvement in its operations. Direct control would contribute to the agility and flexibility of the billing and partner management system.

Challenges

A highly competitive market

In order to stay relevant and viable in the communication market, KPN suggested a nontrivial pattern of service delivery. The company also had to take into account the rapid-changing nature of the market while developing its business strategy.

Legacy billing system didn’t allow for efficient billing and customer management

The billing solution implemented earlier reached the end of its lifecycle and could not tolerate the high-volume turnaround of the company. Moreover, it couldn’t fully support a B2B2C model of cooperation which deprived the company of its main advantage.

Lack of automatisation slowed down the working pace

The outdated system couldn’t provide with the desired workflow for that many operations demanded manual processes. KPN’s specialists had to rely on cumbersome ways to interact with the system, such as ad hoc workarounds.

Solution

In order to get the most out of its multi-layered business model, KPN implemented the MaxBill system that met all of the company’s needs. An all-in-one solution was designed to enable smooth interaction with multiple partners and customers and was adjusted to fit KPN best. The solution included:

Complete independence in operating billing solution

Since it was crucial for KPN not to be dependent on any vendor, the implementation suggested granting the company all the rights and tools to operate the system autonomously. With this approach, all the business processes are determined by KPN itself.

KPN staff training

As MaxBill handed on all the operation processes to KPN, it was essential to support its employees with full training and knowledge transfer. A series of workshops, as well as our technicians’ assistance during the transfer period, allowed KPN to become completely independent in managing the system.

Enhanced partner management and rating capabilities

MaxBill’s platform allowed KPN to operate complex revenue-sharing agreements with its sales channel and reseller partners. MaxBill also centralised the invoicing and collection processes for these partners.

Result

Direct control over business processes

The solution implementation was conducted in a way to give KPN the much-needed autonomy within the system. Whether tweaking a price plan, adjusting a product offering or completely overhauling a workflow process, KPN has the knowledge and tools to administer the software and its overall billing operation without the constant involvement of MaxBill.

Opportunity to seamlessly expand the service portfolio

MaxBill is designed to support multiple service environments and it enabled KPN to quickly incorporate new services to its portfolio such as mobile and a range of VAS services, while the service-agnostic nature of our solution ensured smooth and simple integration.

Creating new revenue streams

Full control over billing and partner management together with the adaptability of the MaxBill solution granted KPN a possibility to quickly adjust its offerings to the emerging markets.

Testimonial

Ramon Plakke

Product Manager VOIP at KPN / RoutIT

"We are working with MaxBill since 2012 to support our rapidly growing VOIP business within the Dutch SME market. MaxBill fully supports us in our fixed, mobile and integrated fixed-mobile telephony rating and billing solution. Because of the innovative nature of our company, we have a continuous flow of challenges ahead of us. MaxBill is committed to finding a solution to every challenge we face. Equally important, MaxBill is a reliable, pro-active and experienced partner who makes the extra mile to make us, and more importantly our customers, happy."

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