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Better Customer Service: VOCOM Modernizes Its Customer Service Management With FROX And ServiceNow


Together with our technology partner ServiceNow, we are optimizing VOCOM Informatik AG’s Customer Service Management. With the help of the ServiceNow platform, the IT company wants to automate its internal processes and offer its customers even better service.

With intelligently automated processes, companies are more agile and one step ahead of the competition. In collaboration with FROX and ServiceNow, the Swiss IT service provider VOCOM Informatik AG is setting the course for the digitalization of its business processes.

Among the most important measures is the switch from the previous solution to the cloud-based platform from ServiceNow. It makes it easy to implement tasks and processes so that the company can proactively address service issues as they arise in the future and serve customers even better. VOCOM chose ServiceNow’s comprehensive Customer Service Management because the tool offers significant added value compared to the previously free ticketing solution.

Goals of the project:

  • Time savings in accounting through complete automation of time recording and billing processes for tickets (interface to the existing ERP system for invoices “at the touch of a button”)
  • Provide customers with a modern and user-friendly platform
  • Improved processes according to ITIL
  • Simplified and automated processes
  • Complete overview of open tasks
  • Standardized customer documentation
  • Better maintenance overview, control and traceability
  • Have fewer tools in use and be better networked (use interfaces)

As an accredited ServiceNow Premier Partner in Switzerland, we at FROX provide VOCOM Informatik AG with both consulting and implementation support. Among other things, our software specialists ensure that VOCOM employees can work in a structured and efficient manner thanks to standardized processes and simplified workflows. Thus, errors are minimized, customer concerns are solved faster, information silos are avoided, knowledge is centralized, transparency is created and the quality of data is kept at a high level.

About VOCOM Informatik AG

VOCOM Informatik AG has been active on the market as an IT service provider since 1990. With locations in Alpnach Dorf OW and Lucerne, the company currently employs 30 people and services and maintains over 400 system and network infrastructures at companies, administrations, schools and organizations throughout Central Switzerland. With its own data center and services in the areas of procurement and support of hardware and software, IT outsourcing, implementation of ICT projects, service and support as well as the provision of IT rental equipment, the IT experts serve over 10,000 end users.

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