Company background: Swisscom is the leading provider of communication, IT and entertainment in Switzerland. As number 1, we are shaping the future. Together we inspire people in the networked world.
Contact: Joel Viotti
Title: Business Owner
Kudos Category: Better Together: Customer Engagement
1. Tell us about your integration as well as your goal and key strategies.
Operational Excellence is a core value of Swisscom’s strategy in the next few years. This consists of implementing measures regarding digital transformation, efficiency as well as smart investments. Working towards a digital contact center with Khoros is helping us achieve our vision.
With the onboarding of Swisscom’s subsidiary brands in Khoros Care and Khoros Marketing, we were able to further improve the brand’s digital appearance by simplifying processes and aligning analytics.
Through a better together collaboration we are further able to improve the ROI using Khoros products.
2. Share your plan with the target audience and how your digital technology helped provide a better customer engagement experience.
Better Together across all Swisscom brands
By sharing our Khoros Care platform with our subsidiaries Localsearch, Blue and Wingo, we saw positive effects on the collaboration between the brands. New features and workflows can easily be exchanged and implemented for other parties.
Using Khoros Marketing for our Blue social media channels, we can take advantage of synergies by the ability to plan, schedule, publish, provide care and monitor posts within the Khoros product suite.
In combination with Khoros Community, agents across the brands get valuable insights depending on the customer’s question as verified solutions are automatically displayed within Khoros Care. This helps us maintain a high SLA of over 90% and achieve tNPS results of 64 points and higher.
The combination of those products helps us create customers for life.
"The efficiency in handling user requests has been increased and we benefit from greater internal know-how and manpower", Frédéric Ruffiner, Social Media Manager blue Entertainment.
Better insights leading to smart business decisions
"Since we started working with Khoros, we are even closer to the pulse of our community. And that's across departments”, Harry Meier, Media Spokesman, Localsearch.
3. What were the results? Tell us how it helped you meet your strategic goals. Please include metrics if possible.
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