AAS was looking for new Internet and TV solutions for its furnished rental apartments, where both value for money and customer service had to meet certain standards. Their request arose due to the previous provider’s unclear cost structure and lack of service orientation. Fortunately, they came across alao. We were able to help AAS not only reduce costs but also achieve the desired level of service. As a major added benefit, we significantly improved the quality of service AAS offers to its customers.
What AAS does
AAS Apartment Service AG rents out over 100 furnished apartments in the city of Zurich across six different properties. These furnished units are often used by international companies as mid-term accommodation for their employees. As a result, reliable Internet connection and a high-quality TV setup tailored to an international audience are essential. AAS places the highest importance on quality and reliability, and customer satisfaction is their top priority.
What the problem was
Over time, dissatisfaction with their previous setup had grown, and AAS assigned an employee to look for new solutions. They were open to revisiting the entire setup – as long as a solution to their problems could be found. The main issues were twofold:
1. Poor customer service
For anyone relying on Internet for business purposes, an outage is a disaster. With six properties and over 100 connections, connectivity issues inevitably occur, making a reliable partner crucial. However, the previous provider’s customer service repeatedly caused issues due to long waiting times and ineffective resolution of disruptions. AAS had no direct access to support, which became an increasingly serious problem.
2. Expensive products and unclear pricing structure
Prices were high relative to performance, and contracts did not follow a unified pricing model. This meant that new contracts were subject to the conditions in place at the time of signing. As a result, AAS paid different prices for the same services depending on when they were concluded. In addition, contract durations were not standardized but tied to individual agreements.
Initial discussions & needs analysis
After AAS contacted us, we met with them to conduct a detailed needs analysis. We aimed to fully understand both their requirements and their existing setup in order to prepare a structured tender process and present tailored solutions. This was especially important to AAS:
- Fair and transparent pricing structure
- High level of customer service with direct access to support
- Performance improvement for end customers: at least 4x faster Internet than currently installed
Contract development & negotiation
After completing the necessary evaluations, we presented AAS with two potential providers and different hardware models. AAS ultimately chose a full-service rental model from Sunrise. An investment-based model requiring infrastructure upgrades and the purchase of maintenance-intensive hardware was not pursued.
We were able to negotiate a highly competitive contract tailored to AAS’s requirements. These are the key contract elements:
Transparent pricing structure
A single unified price for all connections, regardless of when they were installed.
Fixed contract duration
All connections were standardized under a long-term frame contract, regardless of activation date. This eliminated the need to manage multiple individual contracts with varying terms.
Dedicated provider support team
With its specialized B2B support team, Sunrise proved to be an ideal partner for demanding business customers. Their service covered everything from preparation and coordination of phased activations to ongoing operational support. alao ensured that all of AAS’s requirements were properly reflected in the contract.
Structured implementation schedule
In coordination with AAS and Sunrise, we handled the full implementation planning and also supervised execution on-site. An external technician ensured knowledge transfer to AAS’s internal three-person technical team.
Termination of legacy contracts
Following negotiations, the previous provider agreed to release AAS from the contract on very fair terms.
Technological update & implementation planning
Once contract negotiations were completed, we began planning the rollout of the new products. A high-speed fiber optic connection was a prerequisite for activating the new products. AAS invested its own resources in the technological upgrade of all properties, enabling their customers to receive high-speed internet in all their apartments. Based on the provider’s recommendation, we did not activate all properties at once. Instead, we tested connectivity across 12 apartments over a two-week pilot phase before the remaining >90 lines were connected. While an external technician supported the initial rollouts, all subsequent activations were carried out by AAS’s in-house technical team.
Excellent preparation by all parties
Efficient implementation was possible because Sunrise prepared activations optimally and AAS coordinated tenant access in advance. On-site, each connection took only a few minutes to set up via a plug-and-play system. Downtime for tenants was therefore minimized. Only 3% of all connections required follow-up checks due to connectivity issues. As a backup, the old telecom solution remained active and was only deactivated two weeks after the new technology went live.
Internal Training for AAS
During implementation, the external technician trained AAS’s internal technical team, providing valuable guidance on handling sensitive hardware and activating the TV solution. This ensured AAS is well equipped to provide first-level support to its customers.
Result: A complete success
AAS felt continuously well advised and personally supported throughout the seven-month project. With our comprehensive approach, we exceeded their expectations and are proud to count AAS among our satisfied customers. Thanks to the transparent pricing structure, we were able to significantly reduce both costs relative to the service received and the administrative effort required to manage the contract. We not only handled analysis and contract negotiation but also full migration planning and implementation. This saved AAS significant time, money, and internal resources. In addition, the provider’s customer service levels are contractually guaranteed, ensuring the best possible support for future issues.
20x performance increase for end customers
The new fiber connections technically allow up to a 200x performance increase. However, real-world usage is limited by WiFi data transmission and hardware. Even so, AAS customers now enjoy internet speeds at least 20 times faster than before. The original goal was a 4x improvement – far exceeded by the final result. This is particularly important to AAS as customer satisfaction is of paramount importance to them.
Ongoing support as a key after-sales service
Certainly, we continue to support AAS after implementation in case questions or issues arise. In business relationships, having a reliable long-term partner is essential. At alao, we are fully aware of our responsibility and committed to providing ongoing support to our clients.