Digital Signage
A high degree of digitisation sets a new benchmark
In 2019, Swisscom faced the challenge of modernising its existing shop concept. To this end, the «Retina» project was launched with the aim of setting a benchmark with an innovative shop concept. Based on Android, Samsung SoC and Linux technology, a scalable solution was developed in conjunction with the Digital Signage CMS that can be flexibly adapted and expanded. In the project-specific prestaging process, up to two shop fittings per day were set up in the warehouse and completely preconfigured before being made available for dispatch by the logistics provider and put into operation on site. This reduced the conversion time and enabled an efficient rollout.
With over 3'500 screens in around 120 Swisscom shops, the focus is on transforming physical shops into experience-oriented sales centres that combine the best of the digital and physical worlds.
Questions about Digital Signage?
Contact Simon:
Maximised visibility with transparent LEDs
Transparent LED screens in shop window communication
With a focus on eye-catching shop window communication, Swisscom creates an eye-catching experience with transparent LED screens. Installed directly in the shop window, the transparent LED screen impresses with its visual appeal and still allows a view into the shop.
This tailor-made solution attracts attention and captivates potential customers with dynamic, perfectly coordinated content.
Questions about transparent LED?
Contact Peter:
Digital chalkboards with e-ink
Traditional look redesigned
Innovations and optimisations are continuously tested and introduced in the shops. This iterative approach supports the dynamic development of the shop concept.
For example, digital chalkboards have been implemented. The classic analogue chalkboards are being replaced by e-ink screens. The iconic blackboard remains visually unchanged. Content is now maintained centrally in the CMS and updated in seconds instead of being laboriously designed by hand. All shops benefit from efficient content updating and identical quality in board design.
Motion Design
Digital content helps shape the shop experience
We implement content in all sizes and formats for Swisscom. From transparent LED screens and large digital windows in shopfronts, which create the first digital point of contact with the shop. Inside the shop, products are displayed directly on the shelves on the accessory wall, and the features of smart home devices can be experienced first-hand at the new business table.
Flash deals are used as part of promotions, which are displayed synchronously on all screens in the shop and supported by sound if necessary to attract maximum attention at the POS.
«Thanks to digital elements, we are creating a unique customer experience while also becoming more efficient and faster in our communication.»
Self-Service Portal
High-class, scalable customer experience
In the Swisscom contact centres, over 2,000 employees are in contact with customers every day. It is crucial that the right interactions are triaged to the right agents at the right time and that management can monitor the volume and quality.
The Swisscom Business Dashboard (BuDa) is a high-performance and clear monitoring tool that visualises important key figures for managing the contact centres and displays daily data in real time.
Questions about Self-Service Portals?
Contact Roger:
Efficient customer service thanks to increased agent performance
The intelligent distribution of customer enquiries to specifically trained agents at the right time not only increases customer satisfaction, but also balances the workload of employees.
A decisive factor in agent performance (monitoring) is the rapid triage of waiting customers in the virtual queue. People from the control centre monitor the incoming requests and can adjust the skills of their agents directly from the agent performance widget depending on the customer's needs.
Functional novelty with innovative use of AI
There are predefined, standardised dashboards for each business unit. Team leaders, intraday and line managers also have the option of personally configuring individual dashboards using widgets.
One such widget is the Switzerland map widget, which visualises the regional distribution of incoming calls. All calls are sent to an AI model according to their regional origin, which then makes a prediction for each individual canton in the various intervals for defined topic clusters. The colours show the current hit rate of the predictions and change the colours in the spectrum.
Frontend Solution (Conextrade)
Efficient Desktop Solution for Complex Processes
This project requires more than just technical expertise. It’s about deciphering and optimizing complex workflows. Much like solving a Rubik’s Cube, where each element must be precisely aligned to complete the bigger picture. A key focus was the frontend implementation to ensure an intuitive user experience.
In close collaboration with the employees of Conextrade, we took on this challenge and developed a system that simplifies existing processes and minimizes sources of error. Our iterative approach enables precise alignment between frontend design and development, requiring a high level of coordination and communication to seamlessly bring all elements together.
Business Process UX
Clarity and Structure in Complex Processes
While Conextrade’s previous systems were reliable, growing complexity led to fragmented structures that became increasingly difficult to navigate. Identifying errors was a time-consuming process, and new employees struggled to grasp workflows due to the extensive process knowledge required.
The new solution by jls fosters transparency and clarity. Built on the Swisscom Design System (SDX), it features a frontend-focused interface with clear workflows and customizable options. Errors can now be identified quickly and efficiently minimized thanks to the new dashboard and targeted validation prompts.
Frontend Solution
A Scalable Foundation for the Future
The solution is built on Angular, a framework known for its stability and scalability, providing a robust foundation for seamless system integration. Instead of getting lost in the complexities of a Rubik’s Cube, we strategically connected the systems to work efficiently and smoothly.
Through close collaboration with Conextrade’s backend team, we ensured full integration, enabling optimal communication between systems. The modular structure of the platform, including its frontend components, allows for future scalability, making it quick to adapt and expand as new requirements emerge.
«The new solution optimizes our internal processes and enables the team to work more efficiently and with greater focus.»
Questions about Frontend Solutions?
Contact Roger: