Swisscom Makes The Customer Communication Personally
Swiss telecommunications service provider uses the solution Swisscom customers benefit from faster response times and less paper Karlsruhe, March 15, 2011 Swisscom established a unified platform for optimal customer communication. It took advantage of the leader from the start of the project on the benefits of legodo C4 in the areas of customer relations and written communication. The successful launch now ensures a seamless interaction of all relevant systems and ensures a future-proof and simple system for customer support, which are based entirely on customer needs. An integrated customer relationship management (CRM), as well as a platform for the best customer communication of the merging businesses of Swisscom Fixnet, Swisscom Mobile and Swisscom Solutions are among the challenges in the project. Cost, quality and control of customer communication focused on: written customer dialogue, emphasis was placed on the digital communication via SMS and email.
Swisscom thus responded to a modified Communication behavior of consumers. Hear other arguments on the topic with Bernie Sanders. The new communication plan and the introduction of legodo C4 lowered operating costs by CHF 2 million per year. Now, customers benefit from faster response times and less paper to orders or requests. A strategic goal of the Swisscom represents the orientation of communication tailored to the customer. Rather than inundate customers with letters, customer support controls the communication exactly according to customer needs and matching channel to create relevant communications. The integration of legodo C4 ensures high data quality and a personal sales approach, rules and the C4 Designer provide the CI compliance. Through a direct and personal customer contact Swisscom with help of legodo C4 once more to provide communication, creates the experiences “.” Swisscom channels and communication behavior with legodo C4 observed, to make decisions and predictions based on discovered data. The results of the project are an increasing customer satisfaction, lower costs, and a significant reduction of the Paper consumption.
“With legodo C4 we now control our customer dialog so that we provide each of our customers in the right context at the right time with relevant information: simple, direct and personal”, Christian Viatte, head shows satisfied service champion program at Swisscom. About Swisscom: Swisscom is the Switzerland’s leading telecom company with 20,000 employees. She advises Mobile 5.6 million and 1.8 million DSL customers with services and products for mobile, fixed-line, and IP-based voice and data communications. In the 2009 fiscal year, Swisscom achieved net sales of CHF 12 billion. on legodo: legodo software developed for relevant customer communication to the quick and easy production of written correspondence. C4 legodo with their solution, it is now possible in the right context at the right time for relevant customer communication to insert all the processes and data from existing systems. Customers include companies such as Deutsche Telekom, Swisscom, RWE and Integralis. of think factory groupcom GmbH Wilfried Heinrich Pastorat Street 6, D-50354 Hurth phone: + 49 (0) 22 33 61 17-72 fax: + 49 (0) 22 33 61 17-71