Case Study: Swisscom achieves 90% service support automation with arago GmbH's HIRO

Swisscom - Customer Case Study

Swisscom, Switzerland’s leading residential and business telecommunications service provider, wanted a scalable automation solution to improve customer service quality and the client experience across IT services and enterprise business. To meet this challenge, Swisscom partnered with arago GmbH and used HIRO™ for knowledge automation, with an emphasis on building a solution that could extend to other business units with minimal additional investment.

arago GmbH implemented HIRO first in IT service management for network infrastructure, then expanded it to incidents, problem, and change management, eventually scaling it to more than 50 use cases and 150+ additional tasks with only 8 additional Knowledge Items. The result was up to 90% automation, improved ticket accuracy and first-call resolution, and more than 100,000 man-hours saved annually, while freeing highly qualified IT staff to focus on more complex issues.

Swisscom

Berthold Kaib

Senior Vice President