CASE STUDY 1 STREAMLINING KPN’S CUSTOMER EXPERIENCE WITH COMARCH BSS KPN, THE NETHERLANDSCLIENT: KPN INDUSTRY: TELECOMMUNICATIONS KPN is the leading telecommunications and ICT service provider in the Netherlands, offer- ing wireline and wireless telephony, internet and TV to consumers, end-to-end telecom- munications and ICT services to customers. KPN’s subsidiary, Getronics, operates a global ICT services company with a market-leading position in the Benelux, offering end-to-end solutions in infrastructure and network-re- lated IT. In Germany and Belgium, KPN pursues a multibrand strategy in its mobile operations, and holds number three market positions through E-Plus and BASE. KPN provides wholesale network services to third parties and operates an efficient IPbased in -

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