Case Study: Swisscom achieves unified omnichannel customer experiences and rapid innovation with Elastic Path Commerce

Swisscom - Customer Case Study

Swisscom, Switzerland’s largest telecommunications provider with millions of TV, mobile and broadband customers and a history dating to 1851, was held back by a monolithic commerce platform. The heavy back-end slowed front-end innovation, produced fragmented customer experiences, and made it difficult to bring new offers to market quickly.

Swisscom adopted Elastic Path Commerce’s headless, modular architecture to decouple the digital experience layer from systems of record, enabling reusable omnichannel business logic and modular GUIs. The result: faster rollout of new offerings (starting with the inOne bundle), consistent shopping and support across phone, web and stores, and increased flexibility, agility and stability—paired with improved customer services like My Service, Self Service and the My Swisscom app.

Swisscom

Sven Friedli

Head of Architecture Management & Technology Transformation