Real-time insights support 15% increase in B2B orders through eChannel
Swisscom is shaping Switzerland’s digital future. The company is one of the most popular and trusted brands in Switzerland, providing mobile and fixed network telecommunications, Internet, digital TV, and IT solutions to millions of business and residential customers.
Many people at Swisscom are advocates for Tableau: evangelists for using interactive, visual analysis to quickly reach the root cause of a problem and find answers. This includes Eric Bugnon, the original inspirer for introducing Tableau into Swisscom. “It’s the speed to insight that impresses everyone,” says Eric, Product Owner, Tools for Analytics at Swisscom. “Before Tableau, it could take weeks to extract data from a database, prepare the data, and create a report. Now it’s dramatically faster. Owing to this decision-making agility, Swisscom is more responsive and is able to innovate new telco and IT solutions faster.”
One particular line of business showing tangible transformation is the business-to-business (B2B) channel. In the past, customer sales orders were mainly transacted via a live call center agent owing to the complexity of the product portfolio. Tableau is now used to track each customer engagement and understand how customers navigate the sales process. By tuning the digital sales order process, Swisscom has increased the volume of self-service order transactions by 15%.
This improved customer experience is cascading throughout Swisscom. An important B2B customer, for example, recently needed to increase the number of concurrent users of Swisscom’s Enterprise SIP communications solution during the Covid-19 pandemic. With many employees working from home, they urgently needed to correlate the number of concurrent calls with virus cases and other news events to ensure communications supply met with demand.
Eric continues, “We presented the daily actualized data to the customer in an interactive Tableau dashboard. The customer was amazed at how quickly we delivered the report, its simplicity, and drill-down insights. The outcome being that the customer bought additional SIP licenses, enabling staff to work from home with confidence, and we extended the trust shared between both organizations.”