SUNRISE GMBH company ’ s promises of quality as a leader and provider of both telco services .
“ A superior customer experience is our obsession ,” says Campanale . “ We are aware that asking our customers to adapt to a new product , even if with more value , can prove to be cumbersome .”
“ Equally , bringing the two organisations together and ensuring that they work as one team ; merging different systems , processes , and cultures is also no easy feat . This was even more difficult during the pandemic lockdowns , since there have been teams that only met physically for the first time a few months ago , following almost two years of working together remotely .”
Collaboration platforms and the digitalisation of the company processes had been key in this phase . “ Our IT did an incredible effort to sustain this need – but not without a good degree of flexibility from all the teams to navigate the turbulent period .”
Campanale points out that , during these operations , it was paramount to harmonise the network infrastructures , service platforms , and product . A concrete example he gives concerns the migration of all Sunrise customers into the Liberty Global / UPC entertainment platform .
“ We introduced a new TV set-top-box , which is ‘ Full-IP ’ and catered for those Sunrise customers who didn ’ t have the traditional cable / hybrid access connection beforehand .
“ In this way , this new customer base can now benefit from more mature technology , and Sunrise can have a single harmonised middleware and back office serving the entire base . This not only brings state of the art technology to the new customers , but also allows for a more efficient operation and customer support , providing them the same in-home technology .”
“ Sunrise and UPC became one company in 2021 through one of the largest mergers in recent Swiss history ”
FABRIZIO CAMPANALE SENIOR DIRECTOR ENTERTAINMENT AND IN-HOME CONNECTIVITY , SUNRISE
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