No matter which channel Swisscom customers choose for interaction: they should always be enthusiastic about their user experience. Even more so when they use the online channel - the area in which Swisscom counts on Zühlke as a long-term partner. The digital customer center is a key element in Swisscom's cross-channel strategy. Thousands of customers every day take advantage of countless self-care services via their Swisscom login. They extend payment periods, check their current usage volume, modify personal data, and expect a constant supply of new services and features.
Swisscom develops these important self-care services continuously. With Zühlke as a strategic partner, they take advantage of partial outsourcing as a flexible collaboration model. It gives Swisscom the freedom to respond to changing business environments at any time and optimize their systems, which is essential in the digital age. In addition, transferring responsibility to Zühlke is intended to free up resources which Swisscom can redirect to new projects and innovations.
Zühlke as a partner has our complete trust - deservedly so
Swisscom is the leading telecommunications company in Switzerland. Whether at home or on the road: their customers expect to be able to communicate with the company and access different services at any time. To ensure the required seamless digital experience chain, Swisscom operates numerous complex applications for the various channels and target groups.
In the customer center, Swisscom connects the applications into one coherent customer experience – ensuring the technical complexity in the background is no longer visible to the client.
This presents a challenge: The various products need to reflect the requirements of each target group. Whenever Swisscom implements a new feature or enhances the customer experience, they have to deal with this complexity all over again.
From the needs-analysis through to implementation and teamwork: all aspects taken together must create a homogeneous overall appearance that results in an even better customer experience.
Large companies struggle with an efficient management of projects. The more complex a project becomes, the more internal resources it ties up. This can lead to the core business being neglected and flexibility being lost. With Zühlke's customized Managed Services, Swisscom is on the safe side.
This is how Managed Services work in detail:
According to Swisscom, these are the main benefits of working with Zühlke:
Daniel Aeschbacher, Head of Online Experience Design & Development, Swisscom
Thomas Memmel, Director Solution Center, Zühlke
Patrik Senn, Platform and Ressource Owner, Swisscom