Case Study: Telecommunications Company improves customer service with Swiss Post Solutions offshoring

Telecommunications Company - Customer Case Study

Telecommunications Company worked with Swiss Post Solutions to improve customer service in a highly competitive market while keeping costs under control. With around 34 million customers and a high volume of inquiries across phone, mail, email, chat, and social media, the company needed a way to handle simple requests more efficiently so its in-house teams could focus on more complex customer issues.

Swiss Post Solutions implemented a secure offshoring model in Vietnam, combined with automation and a due diligence review of 149 processes to identify suitable tasks for relocation. Phase 1 of the rollout was completed successfully, incoming mail was digitized and processed by a German-speaking local team, and queue times were already shortened, allowing more capacity in Germany for complex inquiries and improving customer service quality without significant additional cost.