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“In the meantime, Bluepond robots have successfully executed more than a million tasks in our back office.”

Koninklijke KPN N.V.

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At one point we decided to try Bluepond to determine whether they would be able to handle failed customer orders. As KPN has always offered its customers a wide variety of products, it was in some cases quite difficult to correctly process a customer request in the right order systems.

Employees with detailed knowledge of the correct process are typically well trained and highly experienced, but usually a scarce resource. Bluepond has helped us to overcome this shortage of staff by building robots. In a period of 24 weeks, Bluepond built 32 different robots. These robots –internally we call them "Robbie the Robot“– process tasks exactly according to the instructions given and they ensure that customers either receive a timely answer or have their order delivered at home. Even a very successful marketing campaign that causes a peak in orders is no problem for Bluepond. The robots can handle the requests in record time and avoid backlogs and staff working overtime.

 

KPN is making significant efforts to integrate various existing systems into one comprehensive order system. Obviously the road towards that objective is very resource-intensive and time-consuming. Bluepond supports us during this migration period by handling cases that threaten to fall through the cracks. The speed at which robots can be developed and Bluepond’s high flexibility in making the many changes necessary is amazing and a true blessing for customers and staff involved.

Recently I have stated again that the person who introduced us to Bluepond still deserves at least a month off.

 

Manager CCC Back Office
Koninklijke KPN N.V.
KPN_PL01_FC_POS

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