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.
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.