ICT strategy and implementation for Callpoint

Sophisticated solutions relating to the client life cycle are part of Callpoint’s core area of expertise. In the areas of telemarketing, 24/7 call centre and digital and HR solutions, Callpoint is active across various channels and languages. With around 500 employees in Baden, Basel and Bern, Callpoint is fully focused on Switzerland as its home base.


Through growth and the historic purchase of business units, a heterogeneous ICT architecture, which is location-specific in parts, has developed that requires many manual process steps and does not work across different locations.

In light of Callpoint’s wish to be able to offer all services at all locations and also to provide the corresponding level of redundancy, the ICT strategy needs to be scrutinised and redefined.

Our task

The ICT sub-strategy of Callpoint needed to be re-validated as part of the strategy process. The resulting areas of action were to be bundled and an implementation plan drawn up. On this basis, personnel capacities needed to be reviewed and a new head of ICT recruited. It was also desired that we subsequently supported the implementation stages.

Key elements of the solution

  • Ascertainment of the present situation and assessment of the current ICT landscape
  • Recording of requirements from a market perspective and derivation of ICT objectives from the overall strategy
  • Definition of strategic approaches and areas of action
  • Modelling of target architecture with new DWH/BI components
  • Initial unbundling/adjustment of master data
  • Creation of plan for different stages with rough cost estimate
  • Review of personnel positions
  • Recruitment of a new head of ICT
  • Provision of support for and specification of implementation stages

Roles of ProAct

  • Project management
  • Technical development of subject areas
  • Assumption of responsibility for recruitment

We are looking for business information systems specialists to strengthen our team

Wasserwerkgasse 29
CH-3011 Bern

+41 31 313 07 07

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