Customer Experience Digitalisation & Disruption

Getting inspirational customer experiences to market quicker

swisscom shop

  • A digital customer centre is to become a central component of Swisscom's cross-channel strategy 

  • As a long-term partner, Zühlke develops the complete Selfcare Services solution 

  • Swisscom can react to changing conditions at any time and offer the customer a seamless customer experience 

  • Time frame: 2017-2018

Customer service is an important - if not the most important - part of Swisscom's corporate culture. And in the digital age, this means above all offering customers new opportunities for selfcare service. This is why Swisscom is developing innovative cross-channel online experiences for its customers.

Fulfilling customers' wishes faster

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. 

Mastering complexity

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. 

Markus Eberhard Swisscom
' Zühlke as a partner has our complete trust - deservedly so. '
Markus Eberhard
SVP Online- & Crosschannel Development

Solution with Managed Services

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

The responsibility is with Zühlke: We take responsibility for all the relevant services. Swisscom purchases services as required without having to worry about the coordination. Zühlke bears the risk for any unforeseen events. 

Interdisciplinary teams: Zühlke draws on its many years of experience to put the teams together. Visual Designers, User Experience Designers, Solution Designers, Software Architects and Software Developers all act in concert. Thanks to this cooperation, we achieve a high level of quality and productivity. 

Distributed development: Zühlke can count on specialists from multiple locations and guarantees comparable quality at lower cost. As a result, the required resources are quickly and easily available when needs change. Zühlke assumes full responsibility for the organization of this distributed development. 

Regular communication: Thanks to regular exchanges, the Zühlke and Swisscom teams are always on the same page. Expert meetings create a common set of values - across all locations.