IT Policies

Service Provider Responds to Clients Faster With Social Networking and Co-Authoring

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Executive Summary

KPN is a major telecommunications and Information and Communications Technology (ICT) provider in the Netherlands. Consultants from its subsidiary, Getronics, are frequently away from their offices, developing solutions at client sites around Europe. To improve knowledge sharing for resolving customer issues and to improve employee satisfaction, KPN and Getronics needed a way for employees to build and maintain internal relationships even when working in different locations. Getronics deployed Microsoft Office 2010 and Microsoft SharePoint Server 2010 to take advantage of new social-networking and document co-authoring capabilities. With these new solutions in place, the company has reduced the time to co-author consultancy reports and sales proposals by 15 to 20 percent, and employees can find knowledge experts 50 percent faster to resolve client issues more quickly.

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