May 07, 2013

Adobe Experience Manager and Adobe Analytics at Swisscom

Posted by Adobe

Switzerland’s leading telecommunications company chose Adobe Marketing Cloud solutions to engage clients in attractive and intuitive ways—regardless of the device they use or the language they speak.

Swisscom provides mobile, cable and broadband communications to millions of business and residential customers. To simultaneously improve customer experiences and streamline internal processes, Swisscom standardized web content management across business units using Adobe Experience Manager.

Christoph Bracher, online solutions manager for Swisscom’s Online division, says, “We wanted to attract and retain customers with intuitive, state-of-the-art web experiences. We chose Adobe Experience Manager and Adobe Analytics because the combined solutions offered an engaging experience for site visitors—and ease of management and use for us.”

Improved efficiencies include automated layout that adapts content to fit any device and automated translation of sources into four languages: German, French, Italian, and English. Plus, Experience Manager enables the ability to repurpose content across business units.

Measuring customer engagement and enhancing experiences has helped improve conversion by up to 150% for Swisscom, while providing new marketing efficiencies. For example, Virtual Business Club, the company’s customer self-service portal, is also close to reaching its goal of delivering new information and services 25% faster while cutting costs 20%.

Swisscom IT Services Ltd. (ITS) provides services and consulting for IT infrastructure and maintenance, enterprise applications, and content management. It’s leveraging Experience Manager to dynamically publish time-sensitive content directly to the web, including contact forms for technical information that help generate sales leads.

Check out Swisscom’s full story here.