Create successful ePaper yourself
Turn your PDF publications into a flip-book with our unique Google optimized e-Paper software.
Call volume<br />
Fixed-to-mobile<br />
In millions of minutes<br />
800<br />
700<br />
600<br />
500<br />
00 01 02<br />
ISDN (Integrated Services Digital<br />
Network)<br />
Digital network permitting simultaneous<br />
voice and data communication over the<br />
same line. There are two or more transmission<br />
channels, making it possible to<br />
hold several telephone conversations<br />
simultaneously or to transmit data (fax,<br />
text, images, etc.) at the same time as<br />
holding a telephone conversation. The<br />
transmission rate is 64 kbit/s per channel.<br />
19<br />
An overview of 2002<br />
<strong>Swisscom</strong> Fixnet<br />
<strong>Swisscom</strong> Mobile<br />
Enterprise Solutions<br />
debitel<br />
Other business areas<br />
Employees<br />
Customers<br />
The community<br />
The environment<br />
Investors<br />
Nationwide coverage: market leadership and basic provision<br />
<strong>Swisscom</strong> Fixnet is determined to defend market shares in its core business.<br />
One of its most pressing strategic goals is to improve customer<br />
satisfaction in order to stem migration to the competition. To this<br />
end, it is deploying measures such as market differentiation, product<br />
bundling, simplification of processes, steps to improve quality of service<br />
and a consistent focusing on mass products. <strong>Swisscom</strong> Fixnet is<br />
looking to grow its broadband services business and aims to expand its<br />
market lead and increase revenue per customer by strengthening its<br />
position, above all in services. <strong>Swisscom</strong> Fixnet’s services are targeted<br />
at residential customers, small and mid-sized enterprises (SMEs) and<br />
resellers (Wholesale).<br />
Simply in touch – closer to the customer<br />
Customer satisfaction is a top priority at <strong>Swisscom</strong>. Regular customer<br />
surveys on products and customer service provide valuable feedback on<br />
how <strong>Swisscom</strong> Fixnet is responding to the needs of its customers. The<br />
results are good: customer satisfaction in the traditional voice business<br />
(telephony) is encouragingly high. This is largely due to various performance<br />
improvement measures and new offerings which also had a<br />
positive impact in 2002.<br />
With the slogan “Simply in touch”, <strong>Swisscom</strong> Fixnet set out to familiarize<br />
its 3.2 million or so retail customers (250,000 of whom are in the<br />
SME segment) with the simplicity of its offerings. The words were also<br />
followed by actions: on May 1, 2002, <strong>Swisscom</strong> Fixnet became the first<br />
provider to introduce a national standard tariff. Instead of complex<br />
pricing models there are now only two tariff levels which, together<br />
with the existing evening and weekend calling rates, provide an extremely<br />
attractive offering. Continuing on the “simplicity” theme,<br />
<strong>Swisscom</strong> Fixnet launched its MultiLINE ISDN starter kit, which allows<br />
users with no prior technical knowledge to install ISDN on their own.<br />
In the fiercely competitive directory enquiries market <strong>Swisscom</strong> Fixnet<br />
narrowly defended its market share. Overall demand, however,<br />
dropped by around ten percent. In 2003 access to the directory<br />
enquiries service will also become possible from abroad. The Tele-<br />
Conferencing service held its ground well in 2002. Alongside the<br />
well-established audio conferencing service, new Internet-supported<br />
conferencing services are to be introduced in 2003. These will allow<br />
users to manage and operate their conference calls themselves.
Change language