SUCCESS STORY

Swisscom Introduces Mobile
Contract Signing at Point
Of SaleTelcoms provider reduces costs and process times, improves
data quality with OpenText™ PowerDocs

With approximately 21,100 full-time employees,
Swisscom is the leading telecommunications company inSwitzerland. The company serves 6.5 million mobile users
and 2.1 million broadband customers, and generated net
sales of CHF 11.7 billion in fiscal year 2014.
A variety of customer interactions take place every day at the company’s 131 shops
across Switzerland. Many of these require paper contracts, forms, and documents thatmust include legally valid signatures. Although digital documents are commonplace
within the company, these customer-facing processes have always involved conventional
paper forms that are manually signed. However, this is time, cost, and resource intensive
for Swisscom. To use the data within these documents for downstream processing, thecompany has had to digitize these documents. Data has had to be manually extracted
and the digital documents stored for future record. The result has been long process
cycle times, high costs, and a susceptibility to errors.
For Swisscom, it was clear something had to be done to improve these processes.
Swisscom is committed to digital transformation, with a goal to usher customers into
the digital world. Knowing that consumers enter its shops more informed and educatedthan ever before, Swisscom converted all of its stores to a new concept, designed to buildon that knowledge and enhance the customer experience. Customers get hands-on accessto products with help from trained staff. To further enhance the customer experience, thecompany turned to OpenText PowerDocs eSignature to help them simplify the contract
signing process at the point of sale – achieving significant process and data quality
improvements as a result, including increased customer satisfaction.

INDUSTRY• Telecommunications

CUSTOMER• Swisscom (Schweiz) AGCHALLENGES• High number of resource-intensive

manual signature processes• Complex digitization of conventional

paper contracts• High costs and susceptibility to errors• Load 60 million accounts into a

repository monthly• Migrate 18 months-worth of bills

to enable e-presentment forhistorical archives

SOLUTION• OpenText™ PowerDocsBENEFITS• Reduced printing and processing costswith reduced paper consumption• Improved data quality with fewer errors• Reduced process cycle time benefittingcustomers and the business

E N T E R P R I S E I N F O R M AT I O N M A N A G E M E N T

SUCCESS STORY“In cooperation with OpenText, we have automateda third of our process steps, improving the customer
experience. The customer can easily get all theirdigitally signed documents from the customer center.
As a result, we have made a great contribution
to bringing them into the digital world.”
ERIC NICOLET, HEAD OF PROCESS AND IT, SWISSCOM

Paperless Customer Interactions with
Centrally Stored Digital Documentation
In the new Swisscom Shops, employees work with mobiledevices when dealing with customers and can advise them on
the company’s products. This creates customer affinity and trust,better introduces customers to their products, and opens new
upselling and cross-selling opportunities. Swisscom began using
PowerDocs eSignature in 2013 to enhance the shop environment.
Digital signatures are supported directly on all devices, including
desktop computers via signature pad technology, and on mobiledevices directly through touch screens.

the need for paper documents, Swisscom is delivering on its goalfor digital transformation. The changes are befitting a modern
telecommunications company, keeping pace with technologicaldevelopments, using the advances for the benefit of both theorganization and its customers.
By reducing the red tape involved in contract signing, Swisscom
has also enhanced perceptions: the process is no longer seen ascomplicated or bureaucratic. The task of document management
and storage has become easier for the customer too, with documents readily available in its customer center. Paper consumption
has been reduced, improving the company’s environmental footprint.
Finally, lost contracts and documents have become a thing of the past.

Today, data from signed documents becomes immediately available Eric Nicolet, Head of Process and IT at Swisscom expands further,to complete the customer interaction and for any further down- “In cooperation with OpenText, we have automated a third of ourstream processing. All signed documents are then stored centrally at process steps, improving the customer experience. The customer
the customer center, and customers can access them at any time. can easily get all their digitally signed documents from the customer
From product brochures to signing contracts, everything can now center. As a result, we have made a great contribution to bringing
be handled seamlessly, without any paper involved.
them into the digital world.”

50 Percent Reduction in Processing Times
With the use of PowerDocs eSignature, Swisscom has seen a 50
percent reduction in processing times over the old procedures.
Printing and processing costs have also been reduced and data
quality improved. By using electronic signatures and eliminating

Expanding the Solution Further withAdditional Applications
Following the strong performance of PowerDocs in its shops,
Swisscom also implemented the solution for all point of salelocations, including partner stores.

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