Sunrise Communications : now offers personal advisors for end-to-end support when switching to fiber optics

Sunrise Customer Service has already received several awards, including the Connect shop test 2018 and the BILANZ Telekom Rating 2018, and Sunrise sets a high standard in this area as well. To ensure that customers also experience top quality when switching to Sunrise fiber optics, Sunrise set up a specialized Fiber Welcome Team a few months ago. That gives every customer a personal contact, who advises them throughout the entire migration process and enhances their positive experience when setting up a fiber optic connection, which can be challenging at times.

Customers' need for dedicated customer support when switching to fiber optics was clearly confirmed during the Fiber Welcome Team's pilot phase. Since then, customer satisfaction has risen significantly. Thanks to this team of specialists, the number of technical requests handled through first contact resolution has risen by more than 60 percent. Accordingly, customers' ratings of the personal, end-to-end support they received during this process are very positive.

Expanding customer support

Sunrise wants to build on the success of the pilot project and expand the onboarding model by integrating it into the existing customer service portfolio.

Françoise Clemes, Chief Services Officer, explains: 'Sunrise is the first provider in Switzerland to offer this kind of proactive, personal support when switching to fiber optics. That helps make the switch as easy and reliable as possible for our customers. We are the only ones who go this extra mile for them. None of our competitors offer this service.'

Since October, Sunrise has had around 50 specialists deployed for the purpose of onboarding fiber optic customers. They guide customers through the entire migration process, from order placement to activation of the connection. The activation dates and Internet box delivery are personally coordinated with the customer, and the specialists are also available for customers to contact during service configuration. In addition, these specialists track the entire order process and keep the customer updated on its current status.

Further information: Sunrise Internet