Every solution requires a tailored configuration — manual programming simply isn't scalable.

ServiceNow, with valuable input from KPN, has developed the new Telecom Service Management (TSM) system — a dedicated, industry-specific solution. This platform provides telecom providers with a unified order management system for all telecom services, partners, and customers. Cegeka designed the TSM implementation roadmap for KPN, plays a key role in its rollout, and continues to support its maintenance and further development. 

Countless services, complex scenarios

With Smart Combinations, KPN offers its business customers a wide range of integrated services — including networking, security, digital workplace solutions, and cloud communications. As KPN expands its service portfolio, it increasingly collaborates with a growing number of partners, creating a highly interconnected service landscape.

Daan Vos, Solution Architect at Cegeka, explains: “Each solution requires its own configuration. This results in countless scenarios that simply can't be managed manually. In the past, KPN used ServiceNow’s standard Order Management module within the Customer Service Management suite. But because it wasn’t tailored to the telecom sector, developing and configuring the system took a tremendous amount of time for both KPN and Cegeka. That’s why KPN was eager for a telecom-specific order management platform — one that could bring all services together intelligently and efficiently.” 

End-to-end automation and streamlining 

KPN wasn’t alone—major telecom providers around the world faced the same challenge. In response, ServiceNow, in close collaboration with leading telecom providers including KPN, developed the Telecom Service Management (TSM) solution. This platform delivers a single, unified system for managing all telecom services, partners, and customer interactions. TSM automates and streamlines the entire order management process—from new orders to changes and cancellations assuring smooth, efficient service delivery. 

While originally developed with telecom providers in mind, the platform’s robust capabilities are now proving valuable across other industries delivering digital services. Recognizing this broader potential, ServiceNow rebranded the solution as Order Management for Telecom, Media & Technology. It combines industry-specific features with the flexibility for providers to create tailored, custom-built solutions. 

Daan Vos explains: “TSM essentially translates what KPN sells into what it delivers. The automated, catalog-driven workflow ensures that every task reaches the right team at the right time. That’s what makes this solution so powerful—it directly addresses the complex operational challenges KPN was facing.” 

Close collaboration between KPN, Cegeka, ServiceNow, and other partners

Following the release, KPN made the strategic decision to implement TSM. With nearly five years of experience working with ServiceNow solutions at KPN, Vos was well-acquainted with the company’s order management challenges and future ambitions. As a result, KPN tasked him with designing the implementation and migration plan. 

The development team includes twenty professionals: ten from Cegeka, seven from KPN, and three from other partners. While KPN leads the project, Cegeka plays a key role in both the implementation and migration to TSM—as well as in the ongoing maintenance and development of the platform. Vos leads the project and represents KPN on the ServiceNow Product Advisory Council. 

Vos explains: “We collaborate closely with KPN and all involved partners. We’re in the provider’s office every week. Our relationship with ServiceNow is also very strong. It’s a two-way partnership: while KPN is a customer, it also acts as a strategic partner—providing input and suggestions to help improve the platform.”

“Nobody wins alone," says Pelé. The same applies to us—our collaboration with Cegeka was essential in reaching our goal.”

Marco Damen, Product Owner ServiceNow at KPN

Accelerating product onboarding

The first phase of the new solution is live, with KPN’s flagship products now being integrated one by one into the order management platform. While it will take time to onboard all Smart Combinations products, new product portfolios currently in development are expected to be added as early as 2023.

Vos explains: “The platform itself is designed generically, featuring a unified catalog and a single integration with the sales system. However, each new product still requires some manual configuration. Luckily, by using reusable software components, we can onboard new products relatively quickly.” 

From greater efficiency to a unified source of truth

Though only the first products have gone live, early results are promising. A notable achievement: the average order transfer time from the sales system to ServiceNow has been cut from three days to just a few seconds, thanks to TSM’s full automation capabilities.

While it’s too early to share detailed business metrics, current performance strongly suggests that KPN’s new order management platform will deliver on its promise:

• Increased employee efficiency and reduced errors through smart automation.
• Faster product delivery times.
• Enhanced customer experience, driven by quicker response times and streamlined processes.
• Improved time-to-market for new products within the portfolio.
• Fewer lost orders during the transition from sales to delivery.
• A single source of truth, with all services consolidated on one unified platform.
• Better insights enabled by centralized, consistent, and real-time data.
• Phasing out legacy, home-grown systems for a more modern and scalable solution.