Case Study: Swisscom achieves end-to-end omnichannel visibility and faster issue resolution with AppDynamics

Swisscom builds trust through quality service with AppDynamics

Swisscom, Switzerland’s leading communications and IT provider with more than 6 million mobile subscriptions and 19,000 employees, set a goal of delivering 100% service quality across online, in‑store and call‑center channels. The company struggled with omnichannel silos—550 people across 40 agile teams had strong local knowledge but lacked an end‑to‑end view, making it hard to pinpoint cross‑team performance issues and ensure consistent customer experience.

Swisscom formed a performance omnichannel task force and implemented AppDynamics to provide unified application, network and database monitoring. The platform broke down silos, increased accountability and collaboration, and let teams find and fix problems almost instantly—reducing network latency from 6–8 ms to 2 ms, cutting MTTI/MTTR, and improving overall operational efficiency and customer experience.

Swisscom

Guido de Simone

Senior Project Manager/Lean Agile Leader