Swisscom paves the way for future growth

When Swisscom, Switzerland’s leading telecommunications, IT and entertainment firm, faced challenges to its legacy software infrastructure, the company took decisive action to find solutions.

At the heart of Swisscom is a Siebel customer relationship management (CRM) system that needed modernization. While the system had received significant investment and optimization for more than 20 years, a digital transformation was in order.

Given its industry-leading reputation, it was essential for Swisscom to quickly modernize the very system that impacts every customer in its network and manages all interactions. But how does a company accomplish this without downtime while retaining its top reputation for customer service? The company chose Accenture to work with ecosystem partner Oracle to successfully achieve this goal.

And the results have been remarkable. With the Oracle Siebel CRM upgrade, Swisscom can address the most complex business processes across a wide range of industries: sales, marketing and customer service.

• Swisscom wanted swift modernization with zero system downtime. The CRM system was upgraded to manage data for millions of customers in real-time while ensuring service continuity and no security breaches.

• Modernization enables Swisscom to exceed customer expectations with more efficient data delivery, faster website and business application load times and a nimbler approach to business priorities.

And that’s not all. Increased collaboration opportunities with a leaner, more adaptable workforce and modern systems operations also contribute to Swisscom’s primary transformation goal: to better serve customers and expand its business portfolio into new ventures beyond telecommunications.

Modern, efficient systems in action

By modernizing the Siebel system, Swisscom can expand its lead in the telecommunications industry. Agile ways of working jointly among business partners allow for diverse talents to contribute from various locations—onshore, nearshore, offshore and elsewhere—in an advanced way to engage talent to meet opportunity.

With modern systems integrated, Swisscom can identify and retrieve data from previous customers in high speed, streamlining the system to make it more efficient and reliable for new and existing customers.

Agility gains will improve time-to-market for new products and services. Increased speed-to-market solutions also provide greater flexibility for Swisscom, as it aims to embrace emerging technologies like generative AI and capitalize on their potential for growth in new and innovative areas. Together, Accenture helped upgrade Swisscom’s infrastructure and integrated multiple platforms, strengthening the company’s position in a competitive industry. The new scalable systems are flexible enough to support Swisscom’s reinvention in the future and its focus on a more customer-centric approach to providing reliable telecommunications services.

Measuring success

Swisscom measures success with sophisticated hard and soft key performance indicators, including cost, attrition and defects in production. Adjustments are made against established benchmarks to promote accountability and achieve efficiency and excellence during the project.

Soft Key Performance Indicators (KPIs), such as the reskilling effort, are measured along the way. Early in the engagement, Swisscom has already measured significant reductions in service incidents and fewer product defects.

Digital transformation brings renewed efficiency and opportunities to Swisscom and its customers. With trusted and creative management support from Accenture, Swisscom is expanding its product portfolio on the back of this modern infrastructure in a proactive way to further strengthen the company in the telecommunications industry and beyond.