Case Study: Swiss Post achieves faster, simpler customer service and counter operations with BSI Business Systems Integration AG

Counter, Sales Database, Fleet management and Contact Center for Swiss Post

The Swiss Post faced challenges in streamlining counter operations, improving customer relationship management, and modernizing its contact center and fleet management services. To address these, the company partnered with vendor BSI Business Systems Integration AG, utilizing a combination of custom solutions and specific products like BSI CRM and BSI Contact Center to enhance efficiency and user experience across its operations.

BSI implemented a radically simplified, single-click counter interface (V-MaX), migrated the sales database to the modern BSI CRM standard, and integrated multi-channel communications with BSI Contact Center. The results were significant, including an extremely short project duration of less than a year for the counter redesign (compared to a typical 2.5 years), improved efficiency for thousands of employees, and the consolidation of numerous processes. The vendor BSI successfully helped Swiss Post achieve greater operational clarity, cost savings, and a more integrated view of its customer relationships.

Swiss Post

Daniel Müller

Head Business Operations