Home / Resources / Customer Story / Swisscom Strengthens Customer Service with a 360-Degree View
As Switzerland’s number one firm for communications, IT, and entertainment, we are shaping the future. Swisscom is one of the most innovative and sustainable companies in Switzerland. In total, more than 19,000 employees work for Swisscom.
Emanuel Zehnder - Head of Information Architecture, Swisscom Business Customers
Improve customer services by gaining a more holistic overview of operations across the enterprise.
Combine data from disparate systems with Pentaho Data Integration to create a single view of the customer.
Intelligent Data Insights from Pentaho Business Analytics.
Delivers a 360-degree view of service operations.
Provides real-time insight across 30 business units.
Processes more than 100 million data records daily.
Harnesses data agnostic technology, avoiding vendor lock-in.
As a leading telecommunications provider, Swisscom serves millions of customers across multiple business units. To enhance customer service, Swisscom needed a more comprehensive and unified view of its operations. Managing vast amounts of data from disparate systems led to inefficiencies, making it difficult to gain real-time insights and optimize service delivery.
To improve operational efficiency and customer satisfaction, Swisscom sought a solution that could integrate data across its enterprise, create a single customer view, and enable intelligent data-driven decision-making.
Swisscom leveraged Pentaho’s Data Integration and Business Analytics capabilities to unify data from multiple systems, providing a 360-degree view of customer service operations. By combining data from across 30 business units, Swisscom achieved real-time insights that improved service quality and operational efficiency.
Pentaho’s data agnostic technology allowed Swisscom to avoid vendor lock-in, ensuring flexibility and scalability while meeting its high-volume data processing needs. The platform was chosen over other solutions due to its ability to handle more than 100 million data records daily while delivering actionable insights.
With Pentaho, Swisscom now has a centralized, intelligent data operation that enhances decision-making across its business units. Real-time analytics have streamlined customer service processes, ensuring faster response times and a better overall customer experience.
Additionally, Pentaho’s scalable architecture enables Swisscom to manage massive data volumes efficiently, while its foundation ensures long-term flexibility. By transforming its data landscape, Swisscom has positioned itself for continued innovation, driving improved service quality and operational excellence.