(347) 491-0124 www.insided.com hello@insided.com inSided, the community engagement platform KPN delivers mobile, landline, TV , and internet service to millions of customers in Europe. Facing fierce competition in all of these areas, KPN is under constant pressure to offer a world-class experience to both its B2C and B2B customers. This challenge is what led KPN to launch an customer community in 2012. Recognizing that consumers sought fast, simple self-service options, KPN designed its community to serve as a digital knowledge base for its customers. Today, 45% of the customer questions in KPN’s community are answered by other KPN customers. Because so many community visitors are able to find the answers they need, KPN deflects hundreds of thousands of support calls - and saves an

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