Swisscom faucets Hitachi to enhance network-based customer support

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In a bid to enhance customer support, main Swiss IT companies supplier Swisscom Enterprise Prospects, a division of Switzerland’s largest telecommunications firm, has centralised its important information archive right into a single view by the deployment of Hitachi Vantara know-how.

Swisscom supplies cell, broadband and IT companies to non-public households and companies of all sizes in its home territory. Most of these clients have drastically totally different wants, which makes managing information and delivering companies difficult.

Over time, these totally different enterprise areas have generated quite a few information silos throughout the enterprise, resulting in complexities that made it practically unattainable to realize a unified overview of shoppers, contracts, service standing, billing positions and merchandise. Consequently, the silos are mentioned to have hampered well timed, coordinated responses to clients.

With its software program, Hitachi mentioned that as an alternative of needing to examine a number of information sources for a single request, Swisscom Enterprise Prospects service reps now have the important information at their fingertips in a holistic, easy-to-use view, serving to them to offer tailor-made companies and resolve points quicker to enhance buyer experiences.

Swisscom’s Enterprise Prospects division labored with Hitachi Vantara to create a centralised hub for real-time information entry and repair assist requests. Utilizing the Pentaho information integration and analytics platform – designed to allow organisations to entry, put together and analyse information from quite a few sources – Swisscom Enterprise Prospects created a single view of buyer and operations information from throughout greater than 30 enterprise items, together with advertising, gross sales, high quality assurance and repair operations administration.

As a substitute of needing to examine a number of information sources for a single request, customer support reps now have the important information at their fingertips in what Hitachi Vantara claims is a holistic, easy-to-use view. That is mentioned to assist Swisscom Enterprise Prospects present tailor-made companies and resolve points quicker to enhance buyer experiences.

“Like our vary of service choices, our methods panorama is complicated, with dozens of knowledge administration platforms used throughout totally different departments. We needed a single, 360-degree overview of service operations throughout the entire enterprise to assist our employees to serve clients much more successfully,” mentioned Emanuel Zehnder, head of data structure at Swisscom Enterprise Prospects.

“Because of Pentaho, we’ve got been in a position to create a holistic view of all contracts, service standing particulars, and SLAs [service level agreements] in a single, harmonised information mannequin,” he added. 

Trying forward, Swisscom Enterprise Prospects anticipates Pentaho will quickly handle past the greater than 100 million information information it presently processes day by day.

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