Abstract
This solution allows customers to order on their own and without the assistance of a contact center agent of Swisscom’s Hotline their iPhone 5 in any configuration. The support via an app was chosen due to the anticipated high amount of inquiry calls in the contact center, and the therefore expected negative reaction to long waiting times. This potential negative service perception was planned to be eliminated by providing an app for a special order experience.
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© 2013 Springer-Verlag Berlin Heidelberg
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Walke, T., Witschi, M., Reiner, M. (2013). Case Study @ Swisscom (Schweiz) AG: iPhone 5 Self-service Order App and Process-Workflows. In: Fischer, H., Schneeberger, J. (eds) S-BPM ONE - Running Processes. S-BPM ONE 2013. Communications in Computer and Information Science, vol 360. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-36754-0_17
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DOI: https://doi.org/10.1007/978-3-642-36754-0_17
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-642-36753-3
Online ISBN: 978-3-642-36754-0
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