Activity Report - Swisscom

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Elke Keleher, innovation specialist at Swisscom Mobile “The secret formula: ‘Click and use’. The tedious task of having to configure handheld devices before they can be used will soon be a thing of the past. A single click will suffice to gain access to a plethora of services – giving users always-on, ready-to-use access to a host of complementary networks.”
Swisscom Mobile – stable position despite difficult market Despite an already high level of market penetration, Swisscom Mobile continued to grow in 2002. The results speak for themselves: the company’s 2,358-strong workforce increased revenue by 3.2 percent to CHF 4.11 billion. Operating income before interest, tax and depreciation and amortization (EBITDA) amounted to CHF 1.97 billion. The NATEL ® network of Swisscom Mobile currently boasts 3.6 million users – approximately half of the Swiss population. Almost two thirds of all mobile subscribers are Swisscom Mobile customers. Net revenue 1) EBITDA 2) Swisscom Mobile 2001 2002 3 983 4 112 1 876 1 974 Customers 3 373 000 3 604 875 Employees 2 119 2 358 1) Incl. revenue from other segments, in CHF millions 2) Operating income before interest, tax, depreciation and amortization in CHF millions GPRS (General Packet Radio Service) is a data transmission standard for GSM mobile networks. Data is broken up into tiny packets, just like the Internet, and transmitted continuously. Users are permanently online and can thus send and receive data at all times. GPRS connections are therefore based not on time but on the volume of data transmitted. Transmission speeds of 30–40 kbit/s are currently possible with GPRS, making it ideal for WAP, entertainment services such as games and chat as well as sending and receiving e-mails. Swisscom Mobile’s commitment to innovations, new products and customer service have become the company’s key strength and hallmark. 2002 was also marked by the launch of pioneering new offerings: GPRS, MMS, Public Wireless LAN and Corporate Office Access, all of which are important milestones in expansion of the company’s data business. Swisscom Mobile customers expect the market leader to deliver innovative services coupled with outstanding network quality and excellent customer service. In 2002 Swisscom Mobile greatly enhanced performance in all three areas. Customer loyalty and growth are foolproof signs of customer satisfaction. Further expansion of the customer base With net growth of 231,875 customers, Swisscom Mobile increased its customer base by 6.9 percent to 3.6 million. Of these, 2.3 million are postpaid customers and 1.3 million prepaid. What is striking about Swisscom Mobile customers is their loyalty. Swisscom Mobile loses far fewer customers to the competition than other providers. This says something for the high quality of its service. Good score in the area of customer satisfaction In 2002 Swisscom Mobile made targeted investments aimed at improving customer satisfaction. An independent institute conducts regular surveys to assess the level of satisfaction. The latest results put Swisscom Mobile in the lead, also in the area of customer care. The bridge between customers and Swisscom Mobile is provided among other things by call centers in Chur, Olten, Lausanne, Bellinzona and at Swisscom Mobile’s headquarters in Berne. The 800 or so employees responsible for residential customers handle more than 15,000 queries and orders a day. Last year waiting times for the Swisscom Mobile hotline fell sharply. A raft of measures was implemented to ensure that customer 30
Page 1 and 2: 2002 Annual Report Swisscom AG
Page 3 and 4: What’s it all about? The world ar
Page 5 and 6: Highlights 2002 January Swisscom IT
Page 7 and 8: Clear overview - Summary of 2002 De
Page 9 and 10: Low risk - thanks to restrictive in
Page 11 and 12: Swisscom group dynamics In July 200
Page 13 and 14: Major holdings International Teleco
Page 15 and 16: Historical In 1851 American novelis
Page 17 and 18: Tomorrow’s world The foreseeable
Page 19 and 20: Swisscom Fixnet - the backbone of S
Page 21 and 22: Revenue breakdown Swisscom Fixnet (
Page 23 and 24: 12.01 06.02 12.02 Activated ADSL ac
Page 25 and 26: Despite a slowdown in the advertisi
Page 27 and 28: Historical In 1935, while living in
Page 29: Tomorrow’s world While studying f
Page 33 and 34: SMS Mobile-to-mobile In millions 18
Page 35 and 36: Data as % of revenue % 11 10 9 8 7
Page 37 and 38: Swisscom Enterprise Solutions - the
Page 39 and 40: debitel - networking without the ne
Page 41 and 42: Customers By country 7729000 German
Page 43 and 44: Other important business areas Reve
Page 45 and 46: Billag - complete provider of billi
Page 47 and 48: Historical In Vienna in 1769 Baron
Page 49 and 50: Tomorrow’s world Nicholas Negropo
Page 51 and 52: A progressive employer With attract
Page 53 and 54: Co-Motion Startups since launch* %
Page 55 and 56: Only satisfied customers remain loy
Page 57 and 58: Services that build trust As Switze
Page 59 and 60: Environmental management at Swissco
Page 61 and 62: January February March April May Ju
Page 63 and 64: Swisscom Board of Directors Markus
Page 65 and 66: Swisscom Group Management Ueli Diet
Page 67 and 68: March 26 Important dates 2003 Annua

Activity Report - Swisscom

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