Case Study: Swisscom achieves 24-hour issue detection and improved customer satisfaction with SAS Text Analytics

Swisscom employs text analytics to better understand customer concerns

Swisscom, Switzerland’s largest telecom provider, needed a faster way to understand and act on high volumes of unstructured customer feedback from call centers and social media. Manual documentation and periodic reviews of about 10,000 daily service requests were slow, overwhelmed staff, and delayed identification of recurring issues and customer needs.

By deploying SAS Text Analytics (Text Miner and Sentiment Analysis) on top of its existing marketing optimization, Swisscom automated daily reporting and real‑time dashboards that recognize synonyms and diverse problem descriptions. Problems that once took weeks to detect are now identified within 24 hours, enabling agents to deliver the right fix or offer first time, reducing administrative work, improving service quality and boosting customer satisfaction and retention.

Swisscom

Albert Labermeier

Senior Marketing Analyst