In a typically fragmented telecom technology environment, the ability to assemble information from siloed systems is crucial. With an API-based commerce solution, telecom companies can create not just bundles, but a dynamic and loyalty-building customer experience.
Swisscom was struggling to get new offerings to market fast and the overall customer experience was becoming fragmented. Since they had used a full stack commerce platform, their heavy back-end systems were slowing down customer-facing front-end innovation.
With increasing expectations for always-on internet and mobile services, many carriers are struggling on the frontend with customer experience. All the interactions — in-store, chatbot, email, phone, text, website, app, messenger service, Facebook — must be unified and personalized. Nearly seven out of 10 carriers believe this will be the single most important factor in customer loyalty.