Why Swisscom keeps every record inside its own data centres
Swisscom runs sandsiv+ as cloud-native software on Kubernetes, hosted on its own premises. Feedback from 116 shops, digital channels, the contact centre and field service arrives in one place, under Swisscom's control.
The old feedback tool was no longer supported
Swisscom is Switzerland's leading ICT company. It operates one of Europe's most modern digital infrastructures, around 116 shops and service channels that range from customer care to field service.
Its proprietary feedback tool had reached end of life and could no longer meet the requirements for agility and system integration. At the same time, Swisscom had to handle a six-figure number of responses a year from around 40 surveys.
One requirement narrowed the search. For compliance reasons, data could not leave Swisscom's own data centres. The new solution had to be a cloud-native application on Kubernetes, hosted entirely in a private on-premise environment.
Cloud-native software, hosted in Swisscom's own environment
Swisscom chose sandsiv+ as the backbone of its Voice of the Customer. The architecture was designed in close partnership. It gives Swisscom full control over its data and administration, and it scales as requirements grow.
The platform is now the single source of truth for feedback management. It combines data from websites, apps, the contact centre and shops, and it is integrated with Swisscom's SMS gateways and CRM.
“We don’t only see potential for improvement in the problems. Direct, positive customer feedback is one of the biggest motivators for our front-line teams.”
Laura KettlerProgram Lead Voice of Customer, Swisscom
Event triggers replaced fixed survey waves
Survey fatigue is a real challenge in telecoms. Swisscom replaced rigid survey waves with event-driven logic. Triggers in its IT systems send a survey when it is relevant, for example after a house move, a contract change or a service contact.
A quarantine rule runs in the background, so customers who are in frequent contact with Swisscom are not surveyed repeatedly.
When customers mention an employee by name in a free-text comment, the feedback is forwarded to that person. It is a strong motivator and reinforces a customer-centric culture. Although the platform was built to identify problems, this has become one of its most valued features.
Journey management, then large language models
The project continues to evolve. Swisscom and SANDSIV meet every two weeks to develop it further. Alongside touchpoint optimisation, the focus is on linking the work to journey management, so that micro- and macro-journeys form one consistent experience.
The next technical step is already on the roadmap. Unstructured text feedback is currently clustered using in-house tools and manual analysis. Large language models will take over this work and identify trends and sentiment faster and more precisely. Swisscom feeds operational input directly into the product roadmap.
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