REFERENCE STORY
Swisscard AG
A CRM for many different needs
The Swisscard AG was looking for a CRM solution to support and optimize customer communication.
Swisscard AECS AG was founded as a joint venture between Credit Suisse AG and American Express in 1998. Today, it has around 600 employees. On behalf of credit card issuer Credit Suisse, she is responsible for product development, marketing, sales, customer service and card processing. The company is also responsible for the operation and expansion of the American Express acceptance station network in Switzerland.
“Our new CRM solution has been very well accepted by our employees. The usability and handling have convinced us. Our customer relationships and the associated processes can be displayed and tracked easily, quickly and transparently. With the help of the clear documentation, even employees with little customer contact can quickly get to grips with a current customer situation. We are very satisfied with the CRM tool, the service and the support provided by WebGate and would choose to work with WebGate again.”
Reto Brun, Client Implementation Manager at Swisscard
The reason
for a new solution
The credit card offering has grown strongly in recent years. It has become more diverse, the individual card assortments are more specialized.
Ten years ago, Swisscard’s product range comprised almost ten products for around 400,000 card holders. Today, there are more than forty card products on offer for more than one million card holders. In the area of company cards, small, medium-sized and global companies at Swisscard AECS AG find tailor-made payment solutions.
Swisscard employees had different needs when using the existing CRM system. As it was too far away from Swisscard’s day-to-day business processes, spending on specific adjustments became necessary over time. Finally, the increasing complexity has increased the cost of an update. In order to be able to manage and process the corresponding variety of customer data more easily in the future, Swisscard AG was looking for a reliable, flexible and easy-to-use CRM solution.
The solution for Swisscard AG
The new CRM should improve the maintenance of customer communication and at the same time meet the requirements of the customers in terms of advice and support.
When deciding on the new application, it was important to ensure good response time and local support in Switzerland in the event of problems or questions.
Due to the many years of CRM experience of the consultant WebGate Consulting AG, the right solution was quickly found and GEDYS Intraware CRM software was implemented.
An efficient customer approach and the maintenance of sustainable customer relationships became possible. Direct access to up-to-date business and customer information as well as the flexible mapping and control of business processes now help Swisscard to deepen and expand customer relationships.