Case Study: Swisscard achieves 32% NPS increase and 70% faster request processing with Genesys

Credit Card Company Magnifies Service Efficiency For Customers And Agents

Swisscard, Switzerland’s only issuer offering American Express, Mastercard and Visa from a single source, manages more than 1.5 million cards and employs about 700 people from its Horgen headquarters. Facing a saturated market, rising digital and mobile payment use, and customers who often hold multiple cards, Swisscard needed a clear way to differentiate and improve service quality and satisfaction for both customers and agents.

By deploying the Genesys Customer Experience platform (with omnichannel desktop, virtualization, workload management, self‑service and workforce optimization) and engaging Genesys consultants, Swisscard blended inbound/outbound teams, automated tasks into a single queue and enabled flexible home‑working. The changes drove a 32% increase in NPS, a 9% productivity uplift, a 70% reduction in turnaround time for requests, 99% payment automation and reduced back‑office dependency.

Swisscard

Michael Marek

Head of Operations