Best customer experience

Swisscom wants to inspire its cus­tomers by providing them with the best service at all times, regardless of their location. Since the customer experience is based on a high-per­for­mance in­fra­struc­ture, Swisscom offers its cus­tomers the latest IT and com­mu­ni­ca­tions in­fra­struc­ture and develops these on an ongoing basis. Customer re­quire­ments for networks are constantly growing. As a result, Swisscom sets up and operates high-per­for­mance networks that are top-notch in terms of security, availability and coverage. In the year under review, the Swisscom network once again earned top rankings in numerous tests conducted by leading technical journals. Swisscom sets itself ambitious goals for the expansion of its fibre-optic network. By the end of 2025, fibre-optic coverage in homes and businesses (FTTH – Fibre to the Home) is expected to increase to between 50 and 60%. After launching the first 5G network in Europe with commercial offerings and end devices in spring 2019, Swisscom is continuing to push ahead with the expansion of 5G. Some portions of the population still have concerns about and are resistant to the expansion of 5G. Ad­di­tionally, Switzer­land’s strict legal limits mean that networks’ full capacity cannot be exploited and that, in turn, hinders efforts to create urgently needed capacity on the mobile network.

Cloud services produced in Switzer­land form the central cornerstone of the cloud offering and are supplemented by global public cloud solutions (including Amazon Web Services or Microsoft Azure, for example). Swisscom acts as an independent service provider that offers hybrid and multicloud solutions to provide cus­tomers the support they need for their digital trans­for­ma­tion.

The relationship with cus­tomers is at the heart of Swisscom’s success. Swisscom’s top priorities are providing the best service and inspirational experiences across the board. Swisscom provides cus­tomers with expert guidance and they get flexible, personalised on-site service and enjoy a simple user experience across all online offerings. Swisscom is also streamlining its offering and provides relevant, advanced products. At the forefront of its convergence offering is the flexible, modular inOne sub­scrip­tion, which is being improved on an ongoing basis and remains very popular among residential cus­tomers. In addition to its main brand, Swisscom offers second- and third-party brands to address more digitally savvy or price-sensitive target groups. Swisscom continues to develop its blue TV, blue News, blue+ and blue Cinema entertainment services within the ‘Swisscom blue’ product family.

Swisscom provides small and medium-sized enterprises (SMEs) with in-depth, personal, local support thanks to a nationwide network of SME specialists and certified partners. Swisscom provides SMEs with complete Smart ICT solutions for outsourcing IT. Most recently, it added new security solutions and more to its offering for Swiss SMEs. As a trusted partner, Swisscom helps SME cus­tomers to defend themselves against the growing threat of cyber attacks. Both stan­dard­ised products and customised customer solutions are in demand in the business customer segment. Swisscom offers business cus­tomers an integrated customer experience from a single source.