Swiss Re“One number – global service around the clock”
Swiss Re is among the world's largest reinsurers. It has more than 10,000 employees who work at 56 sites across the globe. The company's own IT Service Desk is responsible for IT support and processes around 1,000 calls each day.
Swiss Re's 200 IT Service Agents are distributed across the entire world. How to ensure that the IT Service Desk takes care of Swiss Re employees' concerns round the clock? For this, the company places its trust in Swisscom Managed Contact Center Services: all employees simply dial 3940 – the IT Service Desk's global number. If the system does not find an available local contact partner, it automatically transfers the calls to a free service agent who is currently working somewhere in the world.
Swisscom built, integrated and started a global solution for Swiss Re within just three months. As Swiss Re has entrusted Swisscom with the operation, resources have been freed up in the IT department, which can now be used for forward-looking projects.
«Swisscom provides us with a robust and integrated solution. It is easy for our agents to operate, and they can also work flexibly from home.»
Risto Wieland, Director of IT at Swiss Re
Contact center solutions for end-to-end customer support and retention. Integration of business applications and all communication channels, several additional functions, extendable solutions.