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Digital Sales & Service Working Group meets in Swisscom

Monday 9 March 2015   (0 Comments)
Posted by: Fred Werner

The ETIS Customer Self Service Working Group held its first meeting of the year kindly hosted by Swisscom in Zurich on 5-6 March 2015. This meeting was well attended with 28 participants representing the following 12 companies: A1 Telekom Austria, Proximus (Belgacom), CYTA, Detecon, Deutsche Telekom, eircom, KPN, Lattelecom, Swisscom, TDC, Telenor, Telenor Serbia and Matrixx Software as an invited guest speaker.


The 2-day meeting was divided into 7 sessions, featuring a combination of presentations and interactive working sessions. An informal session was also organized at the end of the second day, where people could sit together either two-and-two or in small groups to discuss relevant problems / issues as of today. 


The meeting started on Thursday morning with a great presentation by Dr. Markus Messerer, Head of Corporate Strategy in Swisscom addressing the challenges and opportunities in the Telco industry in general with a focus on the ‘Digital Eco System’.


The second session was dedicated to the ETIS Quarterly CSS Sales KPI survey prepared by Deutsche Telekom and attended by the following companies: Proximus, Deutsche Telekom, Swisscom, CYTA, eircom, Telenor, Lattelecom, TDC and Croatian Telecom. This survey provides the companies the opportunity to discuss their online performance in details, and to learn from each other. So far the quarterly survey has focused on Sales KPIs but a task force was created to come up with some common KPIs also for Service which seems to be more and more important.


Other sessions covered eCare, Personalization of Big Data both onsite and offsite, OMNI Channels initiatives and User Experiences with a good mix of presentations by the attending companies. Swisscom also informed the members about an interesting project called ‘One Day Delivery’ where they promise the customer to deliver within 3 hours as long as they get the order before 5pm. The solution is to use the local Swisscom stores as stocks and delivery by bike courier. The solution has shown an increase in sales and also a huge increase in conversation rate.


Last but not least, the group decided to change the name of the group to ‘Digital Sales & Service’ Working Group (DSS) to reflect more the new focus. 


The next meeting will take place on 11-12 June 2015 hosted by eircom in Dublin. The group has already started to build the agenda and they would like to continue with a mix of presentations, break out working sessions and an informal session by end of the second day. 


Should you be interested to be invited to the ETIS DSS group and the next meeting, please contact us on Terje Tondel at