Sunrise
The Story
Sunrise is Switzerland's leading challenger, with a strong number two position in the Swiss telecommunications market and is listed on SIX Swiss Exchange (SUNN).
By providing the most comprehensive fixed network access and a world-class mobile network delivering the highest gigabit coverage in Switzerland, Sunrise stands out as a premium and scaled company. Based on its best-in-class, future-fit networks, Sunrise provides high-quality mobile, landline, broadband and TV services to residential customers and empowers business customers with 360° communications and integrated ICT solutions for connectivity, security and IoT from a single source, thereby advancing their digitalisation.
Sunrise boasts a dynamic and international environment where everyone has a voice, where perspectives are shared and where values are respected. Sunrise believes that providing equal opportunities to a diverse workforce is critical to the company’s success. Roughly 2,850 employees (FTEs) from around 80 nations contribute to the success of Sunrise with their expertise, innovative thinking and exceptional commitment, reflecting the diversity of our customers.
Our Contributions to Sunrise
Digital Unit
Flanker Brands
Digital Unit
Following a major merger, Sunrise, set out to strengthen its customer-centric focus as part of an ambitious digital transformation aimed at challenging its largest market competitor. Recognizing that superior customer journeys could provide meaningful differentiation, the company partnered with one of the big consultancy companies to define its digital mission, estimate potential value gains, and design a holistic transformation approach.
The transformation centered on five key pillars: creating a digital mission tied to financial value, redesigning customer journeys through a new taxonomy and digital factory, developing an Agile operating model with cross-functional teams, upskilling staff in critical digital capabilities, and improving the underlying IT architecture. By approaching the work from the customer’s point of view, Sunrise focused on enhancing customer experience (CX), aiming for improvements in metrics like Net Promoter Score (NPS), reduced churn, and increased cross-selling.
The team prioritized customer journeys by their business and customer impact, starting with onboarding, which was broken into smaller episodes and redesigned using Agile, human-centered design, and iterative prototyping. This approach was then extended to other journeys such as sales and care. Simultaneously, Sunrise created a clear operating model to define roles and responsibilities between digital teams and the wider organization, while investing in upskilling employees in Agile and data-driven practices.
Crucially, the transformation also addressed the IT backbone—often an overlooked element in digital programs. A comprehensive assessment identified six critical IT domains, including digital channels, APIs, CRM, and e-commerce. Sunrise built a roadmap to address capability gaps, improve data and analytics, and enhance modularity, all essential to scaling its digital ambitions. By focusing on both technology and organizational change, Sunrise has already begun to realize significant gains: increased digital sales, reduced churn and service calls, and over $100 million in annualized benefits—solidifying its competitive position in a crowded market.
We supported the creation of five dedicated tribes within Sunrise new Digital Unit, which became key drivers of the company’s digital transformation. These tribes were structured to improve and accelerate the operational model, ensuring that cross-functional teams could effectively collaborate and deliver value across the customer journey. Our role included not only improving and shaping the operational model but also providing essential upskilling and coaching support to build the capabilities needed for success. With hands-on capability building, we helped lay the foundation for a high-performing Digital Unit capable of sustaining and scaling Sunrise’s transformation efforts.
Flanker Brands
Yallo, Lebara and Swype form the Flanker Brands at Sunrise. We supported the alignment of the teams to Flanker Brands’ multi-year strategy, ensuring their efforts consistently focused on the initiatives that delivered the greatest value to the organisation. By helping teams prioritise work that was tightly linked to strategic objectives, we enabled the Flanker Brands to stay on course and avoid distractions, maximising the impact of its transformation efforts. This alignment was critical in driving measurable progress toward the company’s long-term goals while maintaining agility and responsiveness to evolving business needs.
