Great Service as
Competitive Advantage
Enterprise Communication Platform
Swisscom established a standard platform to optimize communications with its customers. Right after initiating the project, this market leader took full advantage of legodo to enhance customer relations and written correspondence. This deployment ensures seamless interaction of all relevant elements, and guarantees a simple, future-proof system tuned to support all the needs of Swisscom customers.
Project Report: Swisscom – Download Success Story (PDF)
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Challenge:
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Benefits for the company:
- Operating costs cut by CHF 2 million p.a.
- Shorter response times to customer queries
- Greater use of modern communication channels like texting and e-mails
Fast reponse times and less paperwork
The objective of written correspondence is to focus on digital communications with texting and e-mails, in response to the changed behavior of consumers and the burgeoning costs for letter writing. Under the new plan for communications, legodo helped chop operating costs by CHF 2 million p.a. The result – customers benefit from faster response times and less paperwork for orders and enquiries.
Tailoring communication for customer needs
Swisscom’s strategy meant matching all its communications to customer needs. Hence, instead of flooding recipients with letters, customer support services creates relevant correspondence by tailoring each piece to the precise requirements of the customers and channels. Integrating legodo assured high quality data
and a personal touch in the correspondence; rules and the legodo Designer software ensure adherence to the CI. Now, with the aid of legodo, Swisscom can once again contact customers directly and in a personalized form by offering “Communication that is worth the experience.”
About Swisscom AG
This telecom leader in Switzerland has about 20,000 employees serving 5.6 million cell phone and 1.8 million DSL customers. It provides them with mobile, networked, and IP-based voice and data communication products & services. In fiscal year 2009, Swisscom generated net sales of CHF 12 billion.
