Saarbrücken, 29 de abril de 2008.- Market-leading Swiss telecom provider Swisscom has enhanced the transparency of its order processing activities and dramatically reduced throughput times by deploying ARIS Process Performance Manager (ARIS PPM). The order process at Swisscom used to take up to 40 days—following introduction of the IDS Scheer monitoring software, that figure has been cut to a maximum of 10 days in recent months. This more responsive service has boosted employee satisfaction, since Swisscom staff can utilize the transparent overview of orders to proactively deal with any issue that might lurk beyond the horizon. Ultimately, the company is benefiting from its improved business performance overall, because customer payments are now received sooner.

In April 2006, Switzerland’s market-leading telecoms provider, Swisscom (Schweiz) AG, introduced special software to manage orders and contracts, including the complete provision of DSL access, from signing the contract through to billing. However, the company had no way of efficiently monitoring the processes in this source system, with the result that no reliable or meaningful data was available on orders received, their status, or completed contracts.

Since ARIS PPM from IDS Scheer went operational in September 2007, it has handled monitoring of order transactions, contracts, interface processes, and source system error reports. Swisscom’s managers can now access a host of analysis and reporting options at the push of a button. The full-color bar charts, dials, and line graphs generated by ARIS Performance Dashboard show order status and processing times in a way that is easy for non-expert users to understand. The insights gained can be immediately leveraged for process optimization, with changes becoming visible instantly.

ARIS PPM automatically alerts the relevant individuals in specific cases, such as contract not received within five days, or other performance indicators exceeding the defined thresholds. “ARIS PPM takes process monitoring at Swisscom to a new level. Now we can be proactive, rather than just reacting to events,” says Markus Witschi, operations manager for Swisscom (Switzerland) AG’s SME Division. “Process monitoring creates transparency and slashes processing times, thereby definitely driving up customer satisfaction.” This reflects the legitimate customer expectation that any order should be processed—and billed—promptly.

Swisscom staff are also benefiting from the increased transparency. If there is a problem with an order, the team can identify the cause in a matter of hours and take the necessary action before the customer calls to complain. Management can even be provided with figures that confirm improved employee performance levels. Deploying the ARIS software thus has a positive impact on Swisscom’s bottom line: Customer payments are received promptly, internal processes have been streamlined, and cost efficiency has increased.

“The Swisscom project shows that ARIS PPM can extract information from any source system and turn it into useful management input. This makes business processes more accessible and transparent, while also flagging up areas where corporate efficiency can be improved,” says Dr. Wolfram Jost, Member of the Executive Board with responsibility for the worldwide Product Strategy and Development of IDS Scheer.