“We appreciate mquadr.at as a most flexible and target oriented partner for the development of user friendly and
reliable solutions for our customers. It is great pleasure to work with this highly motivated team.”
Manuel Cattaneo, Project Manager, Swisscom (Schweiz) AG
Swisscom is Switzerland’s leading telecoms provider, with 5.5 million mobile customers and around 1.8 million
broadband connections. In the first half of 2009, the company’s 19,970 employees (full time equivalents) generated
revenues of CHF 5.9 billion (approximately EURO 3.9 billion). Almost 830 young people complete an apprenticeship at
Swisscom in the fields of IT, telematics, mediamatics, retailing and commerce.
view also this news-entry:
mquadr.at creates a new “Quick Help 3.0” for Swisscom
Swisscom is launching a new version of the free support program My Swisscom Assistant. Based on “m2suite home”, the
My Swisscom Assistant was further developed by mquadr.at and Swisscom as well as extended with several premium
functions. Additionally to the usual areas of managing, setting up and repairing their Swisscom Internet access,
Swisscom now also supports its customers in areas such as Internet security and special “My Service” content, such as
PC maintenance, system diagnostics, and much more.
The most important innovation in the My Swisscom Assistant is the integration of the “My Service” functions. “My
Service” is the support subscription by Swisscom for technical issues. In addition to the regular support, the
subscription includes phone support by special “My Service” experts. Also, the My Swisscom Assistant now offers “My
Service” features that cover other areas than the classical topics related to Internet access. These premium
subscription functions enable Internet and PC security checks, PC performance optimization, and the automatic fixing of
various problems with the personal computer. The new My Swisscom Assistant communicates autonomously with the internal
customer support system of Swisscom. This means that after a customer successfully logs in, the potential subscription
status can be determined interactively. If the customer has a “My Service” subscription, all new features regarding
Internet security and system maintenance will be unlocked.
The “system diagnosis” is especially useful, as it offers customers compact and clear information about the state of
all areas of their PC:
All features that are included in the system diagnosis can also be run as individual functions in the My Swisscom
Assistant. In that case, the extended versions of these features offer even more functions and detailed displays. As
special comfort, users can activate a reminder function (also individual per feature). As of course the PC is best
protected and works as smoothly as possible if these functions are run at regular intervals, these reminders, that can
be set at a freely chooseable time per week, will help to keep the PC safe and fast.
Also part of the “My Service” area are the “Windows Quick Links”. They allow users to quickly and easily access
shortcuts to helpful Windows functions.
There is also a solution in case users of the My Swisscom Assistant need support with more individual questions
about their PC or WLAN, or if they have problems with their Internet access: the feature “Remote Support” allows users
to quickly grant a call center agent access to their PC during a call with the Swisscom hotline.
The call center agent can now directly start actions or analyses on the PC of the customer with the new My Swisscom
Assistant. This is an enormous advantage, as it is often difficult for customers to clearly define their problems. The
agent also has the option to temporarily unlock premium functions for the customer in case the customer does not have a
subscription. All necessary analysis tools can be started through the My Swisscom Assistant. This way, the agent does
not have to use any additional software or install it on the customer’s PC.
The temporary unlocking of the “My Service“ functions also allows the customer to get to know the advantages and
features of the subscription. At the same time, the remote access is a straightforward way for troubleshooting.
In addition to the already mentioned major changes to the My Swisscom Assistant, other new features were integrated.
Also, several popular and trusted functions were optimized:
To provide their customers with the latest security standards when using e-mail clients, Swisscom has
decided to change the port of all Swisscom e-mail accounts. As this switch has to be done locally on the
system, which to most of the users means a challenge, Swisscom customers are given elaborate automated and
manual instructions by the proven self-care tools of mquadr.at.
To do so, three different tools, namely the automated Swisscom E-Mail Updater, the e-mail online guide and
the e-mail widget of My Swisscom Assistant interact perfectly, creating a wide net supporting numerous
operating systems such as Windows, macOS, Android, and iOS. For these operating systems, it becomes possible to
easily create and configure e-mail accounts and to perform security checks.
Swisscom E-Mail Updater is a standalone program which is started locally on the computer of the user. On
supported operating systems, it performs an automated port switch for all e-mail clients. With its one-click
solution, user input has been reduced to a minimum. The application analyses the e-mail accounts configured on
the computer and automatically performs the necessary adjustment of the security settings.
Finally, the user is given a success message concerning the updated accounts and security settings as well
as tips on further support offers by Swisscom such as My Swisscom Assistant and My Service.
The E-Mail Online Guide (EOG) complements the Swisscom E-Mail Updater by providing customised manual
instructions. After indicating customer data, operating system and the e-mail client to create the account in,
users are given instructions tailored to their needs, leading them through the switching process in easily
comprehensible, visual steps.
EOG can be used on screens of different sizes and is suitable for both PCs and for smartphones and tablets,
covering a multitude of systems which do not support automated configuration.
Similarly, EOG offers support when it comes to setting up or repairing e-mail accounts.
My Swisscom Assistant is the central self-care tool offering its users targeted 24/7 instructions on all
essential Internet topics such as Wi-Fi, e-mail, Internet security, creation and configuration, maintenance and
optimisation. The e-mail widget contained in My Swisscom Assistant helps to easily set up Swisscom e-mail
accounts in local e-mail clients, always based on current security standards, of course.
The E-Mail Online Guide will be integrated in the next release of My Swisscom Assistant, allowing full
access to the whole range of manual instructions for creating, configuring and repairing e-mail accounts.
Swisscom E-Mail Updater and E-Mail Online Guide are available for both operating systems Windows and macOS
as well as for Android and iOS, offered in German, English, French, and Italian. For further information on the
self-care product range of mquadr.at, please see our product page or simply
contact our experts.
The optimal home network and its setup are an important topic for many people. The new version of the My
Swisscom Assistant helps beginners and pros to optimise and extend their home network. A new desktop offers a
collection of features and helps users to reach all corners of their home with perfect Internet
Swisscom enables its customers to make all the necessary installation processes on their own and offers not
only the necessary devices, but also a customised software solution for a fast and satisfying home network
Restarting the modem/router is recommended for some Internet problems. This tile lets users reboot the modem
easily on their own.
The user can access the „ Measure WLAN signal strength” feature on the home network desktop in order to
measure the current Wi-Fi reception quality. A clear diagram shows the Wi-Fi quality, ranging from green for good
reception to red for bad reception. This way, users can improve their Wi-Fi reception with a few simple steps,
e.g. by changing the position of the modem.
A Wi-Fi extender helps to further improve the home network. By clicking on the “WLAN Repeater” tile, the user
can set up a Wi-Fi extender; a step by step instruction helps even beginners to extend their Wi-Fi range.
Furthermore, the user can also add new adapters to his existing setup or connect to an available Wi-Fi extender
manually. An additional tile on the home network desktop allows the user access to the online shop to buy Wi-Fi
The My Swisscom Assistant features one of the latest functions of our m2suite: The possibility to change the
window size as desired. The content adapts to the available space and therefore enables an optimal work
environment on every device and screen size.
Swisscom supports its customers with extended tools for e-mail safety and setup. Therefore, the e-mail online guide is integrated in the My Swisscom Assistant. The
guide provides step by step instructions with customer’s personalised information; all the customers need to do
is to enter the displayed information in their e-mail program.
You can download the latest version of The My Swisscom Assistant on the Swisscom homepage.
The latest release of the My Swisscom Assistant focuses on the topic of Internet security and offers a
number of new Internet Security features. To this end, a range of automated m2suite self-care features have
been put together on a newly designed Internet & security desktop, allowing users to monitor the security
status of their computer systems and, if necessary, to improve these.
One important innovation for this release is the new Internet security widget which is included as part of
the Internet & security desktop. This widget displays the status of the most important security components in
the computer system (firewall, anti-virus protection, security updates, etc.) clearly arranged and in
real-time. For each of these components, users can see at a glance whether the system is protected or if the
security settings should be improved.
With a single click on the displayed security status, users are guided directly to the optimisation flow,
where the status of the firewall and anti-virus programs can be checked. Here, users may also check for the
latest updates that need to be installed, thus closing any possible security gaps.
While surfing the Internet, browsers store a large amount of data (texts, images, URLs, form data,
passwords, etc.) locally on the operating system. This information makes surfing easier for the user, as the
visited websites and previously entered data are quickly available. Furthermore, they also provide insight into
the surfing behavior and can compromise users’ privacy.
This feature offers a simple and secure possibility to delete data that are no longer needed and thus
protects the user’s privacy while surfing. Upon starting the application with a click, all browsers that are
installed on the system are scanned for potentially deletable data. The results are clearly listed for each
browser, enabling users to manually select the data to be deleted via checkboxes.
The feature PC Care provides a quick and simple solution to common problems such as memory exhaustion or
decreasing computer power. It automatically seeks out unnecessary files and displays the amount of storage
space gained by deleting them. A well-structured overview allows the user to easily choose the files to be
The latest release of the My Swisscom Assistant comes with a separate service desktop to provide more space
for the wide range of customer services and make them easily accessible with only one click. Another essential
improvement is the new Mac Care. Already successfully in use for Windows, the automated system care is now
available for Mac devices as well.
Automated system care is an easy to use tool, which helps users to keep their computer system up-to-date,
secure and highly efficient.
The analysis and optimisation of the single system components is for the most part done automatically. The
user is guided through an easily understandable step-by-step process, thus completing the recommended updates
independently and without any previous technical knowledge.
The new Mac Care supports the following actions:
To simplify the access to the comprehensive help topics of the My Swisscom Assistant, a separate service
desktop was implemented. It offers tips, expert videos as well as links directly to the support community and
the help section on the customer portal of Swisscom. This way the desktop serves as a central contact point for
information on all relevant topics.
Furthermore, the other desktops of the My Swisscom Assistant are closely connected to thematically relevant
help topics via a direct link. This way, useful tools such as PC/Mac Care and the Service Quick Check, cabling
animations and instructions for further devices are clearly visible and easily accessible.
Additionally, the self-care widget now provides the opportunity to retrieve tools and instructions via a
direct link. Thereby the user can catch up on relevant topics related to LAN and Wi-Fi, e-mail and device
instructions at all times, as well as independently optimise the computer system and Internet connection.
Download from Swisscom’s web portal (www.swisscom.ch/msa)
In the most recent release, special attention was put on the upgrading of personalised contents in order to
raise the self-care customer comfort of My Swisscom Assistant even more.
With a campaign management system, dynamic contents are provided to the customers in the GUI of My Swisscom
Assistant. These can, for instance, appear as announcements concerning current maintenance works or new
available services, which can thus be directly transmitted to the customers.
A well visible login link in the upper right corner on all My Swisscom Assistant desktops makes it easy for
the customer to log in to the customer area at all times. This way, the availability of all functions and the
personalised use of all services is being ensured.
One example is the newly designed Wi-Fi display that shows the customer’s Wi-Fi Data and detailed information
about the current Wi-Fi connection and also allows to perform administration and security tasks directly in the
My Swisscom Assistant PC Care supports customers with the regular maintenance of their PCs, so that the
Internet performance is not harmed by outdated software and lack of disk space.
Further maintenance options for My Service customers have been added in the PC Care area in order to be
directly accessible and installable automatically via the My Swisscom Assistant.
For the customer centred development of My Swisscom Assistant, direct user feedback is the most valuable
source. To make customer comments about self-care experience particularly easy, the already existing feedback
form has been supplemented with a customer survey. This survey allows users to rate different functions of the
tool on a numerical scale and helps Swisscom gain useful knowledge about the acceptance of their self-care
Swisscom is the first company to support their SME customers with an extensive self-care tool. My Swisscom
Assistant for small to medium enterprises is based on the m2suite and was adapted in a pilot project to fill
the needs of the SME.
This self-service software offers extensive support for setup and optimisation of Internet and email as well
as a quick and independent repair of any occurring errors. Consequently, My Swisscom Assistant improves the
efficiency enabling the SME to work more effectively and leads to an enhanced customer experience.
My Swisscom Assistant for SME is available for free on the Swisscom
In cooperation with mquadr.at, Swisscom, the leading ISP in Switzerland, has expanded the range of
self-service software solutions for their customers. The introduction of the My Swisscom Assistant presents a
unique software that combines all previous solutions in a modern graphical user interface improved with
additional user-oriented features. Users receive an appealing software for Windows and Mac that does not only
offer help in case of problems, but rather acts as a valuable communication platform between Swisscom and their
The central elements within the design of My Swisscom Assistant are tiles – a concept that is well known to
users of Windows 8, smartphones and tablets. Tiles with different functions form the various desktops (Home,
Internet & Computer, Wi-Fi and Email). All elements of the graphical user interface are implemented as dynamic
web content and can be adapted easily. The user interface is not directly linked to the technical framework,
resulting in a flexible, modular solution, which can be continuously expanded with new technical components
represented in additional, customisable tiles.
My Swisscom Assistant has been designed as the central access point for Swisscom home customers and covers
everything – from automatic repair, email setup, Wi-Fi optimisation, cabling guides and a direct feedback
interface, to continuative links to the Support Community and additional instructions on the Swisscom
Customer requirements directed at a modern ISP keep rising: Internet access has to „just work“, feature
intuitive handling and run equally effectively on all systems. The majority of typical problems on the user’s
end starts with erroneous settings or defective hardware and thus requires a solution that covers as many
support scenarios as possible without compromising usability.
Through the use of a notification system, users are alerted if an error occurs and are consequently kept
online through an automated repair system (Realtime Intelligent Selfrepair). The repair component of My
Swisscom Assistant (based on the market-proven technology behind m2selfrepair) runs in the background and
appears only when needed. If users want to check their system, there are two tools available that can be
started at any time: the diagnosis (Diagnosis on Demand, screening the system for many typical errors) and the
status report (including all relevant system information).
Customers can set up and configure Wi-Fi and email without previous technical knowledge. Access data is
retrieved from and saved to the customer’s Swisscom account. This way, settings can easily be transferred to
other systems and restored in case of a reinstallation – customers only need their Swisscom Login.
My Swisscom Assistant also features automatic identification and configuration of the ideal Wi-Fi broadcast
channel for the home network, using the technology behind our product m2wlan. By changing to a less crowded
broadcast channel, drops in connection speed and stability – an unknown but frequent cause for customer
complaints - can be avoided.
The answers to many common customer questions can be accessed directly from the user interface (How do I get
to the Swisscom Customer Center? Is it possible that the Internet connection is disrupted? How can I start a
remote support session?). The customer experiences the My Swisscom Assistant as an interactive knowledge base
(featuring a comprehensive search function, integrated instructions, and links to the Swisscom Support Portal),
which can be consulted whenever questions concerning the Internet access arise. Through this interactive
knowledge base, all features and services become easily accessible, without a lengthy search.
"The possibilities offered by the technology of m2suite make My Swisscom Assistant a comprehensive
service package that can be started directly from the consumer desktop, automatically repairs a wide range of
errors, and serves as a valuable source of information for all issues concerning the Internet access."
My Swisscom Assistant was realised based on m2suite - with a focus on highest possible flexibility. Due to
the modular structure and the use of dynamic web content in the design of the user interface, the product can
easily be adapted and expanded. Many minor improvements are already under way for the near future. Accessing
the various optimisation and repair functions will soon be more direct, resulting in an even smoother user
experience. Beyond that, our team is already working intensively on numerous additional improvements that will
make My Swisscom Assistant an even better product.
Together with Swisscom, we are looking forward to the future of self-service software, and are proud to
strike a new, unique path in this field.
Swisscom provides their customers with an automated solution for the fast configuration of Outlook for the
Option Teamwork.Option Teamwork is an addition to the SME Office package and allows Swisscom’s business customers to use
Microsoft Exchange® email services (Teammail) and a SharePoint® (Teamshare). The Swisscom Option Teamwork
Configuration Assistant guides all users through all necessary steps and automatically configures Microsoft
Outlook® to use Microsoft Exchange® accounts hosted by Swisscom.
» Option Teamwork on Swisscom’s
Swisscom is the first ISP to employ » mquadr.at’s new business solution
for the automated configuration of Outlook for Exchange® accounts.
Once a small or medium enterprise has registered for a Microsoft Exchange® account hosted by Swisscom and
has ordered a SME Office package including Option Teamwork, all potential users in the SME have to install and
configure the necessary services on their PCs. Replacing print and PDF instructions, Swisscom offers an easy to
use, comfortable configuration wizard for Microsoft Exchange® accounts.
All necessary steps are integrated into a single flow: software download, account verification, connection
to a SharePoint® drive (Teamshare), including the migration of already existing profiles, emails and contacts
into the new account.
The Swisscom Option Teamwork Configuration Assistant supports Microsoft SharePoint® and Microsoft® Exchange
on the server side and Microsoft Outlook 2007/2010/2013 for Windows® and Outlook 2011 for Mac OS X on the
The entire workflow is automated, guiding the user step by step through the Swisscom Option Teamwork
Configuration Assistant. There is no technical knowledge required – in addition to the wizard, the user only
needs the account information provided by Swisscom. All other data (e.g. server information, download links,
etc.) have already been included in the Swisscom Option Teamwork Configuration Assistant.
Configuration for Windows (example):
The clear and comprehensive workflow ensures the easy configuration of Microsoft Outlook® for Microsoft
The Swisscom WLAN Optimizer is an easy to use software tool that chooses the best Wi-Fi channel for fast
Internet surfing, changing the configurations of customer CPEs automatically. The Swisscom WLAN Optimizer was
developed by mquadr.at based on sophisticated and market-proven components.
Thus, Swisscom offers perfect support for problems with Wi-Fi channels, and the Swisscom WLAN Optimizer
reduces the number of calls to customer support.
„There’s some kind of trouble with my Wi-Fi connection! Can you help me?“ Support staff faces questions like
that every day. Wi-Fi channel configuration is very important, but all too often not attended to. If the channel
isn’t configured well, connection quality – and therefore, of course, customer experience – will suffer.
In Europe, 13 channels are available for wireless networks. Transmission requires more than one channel, as
neighbouring channels are also utilised. When several Wi-Fi networks are active in the surroundings,
interference problems cumulate. As we see increased use of Wi-Fi networks, the problem of overlapping channels
occurs more frequently. Consumers use laptops and tablets with wireless network connections more and more. Some
home networks are even entirely based on Wi-Fi. Interferences reduce reliability and available bandwidth
drastically, leading quickly to dissatisfaction.
The Swisscom WLAN Optimizer solves the problem in three steps:
1) Automatic analysis of all Wi-Fi networks in the surroundings2) Automatic calculation of the optimal channel3) Automatic channel selection by direct access to the customer CPE
The analysis covers all Wi-Fi networks (active wireless networks), all channels in use, as well as signal
strength. The Swisscom WLAN Optimizer evaluates the results and determines the optimal channel for a reliable
and fast wireless connection. A graphical display of channels and signal strength is available for interested
customers. Subsequently, the Swisscom WLAN Optimizer automatically selects the optimal channel.
The successful self-care software Swisscom Quick Help is available for all Swisscom customers using Mac OS
Due to the great success of Swisscom Quick Help for Windows®, Swisscom – as a long standing customer of
mquadr.at – has decided to offer a version for the apple users among its customers. mquadr.at has been
entrusted to adapt its self-care solution m2selfrepair for Mac to the requirements of Swisscom.
Swisscom Quick Help is a fully automatic support software operating on consumer PCs, based on the » intelligent diagnosis and repair software m2selfrepair. The comprehensive
solution repairs Internet-related errors and conveys a sense of security to the customers.The software keeps end users online and automatically corrects their Internet, wireless and email settings if
problems arise. It is important to note that even customers without any technical knowledge will fully
The self-care software features the same "look and feel" as the Windows® version that acted as its model.
Faulty settings and errors related to the Internet are automatically identified and proactively fixed. The
automatic diagnosis and repair covers the following areas:
As a customized version of m2selfrepair, Swisscom Quick Help consists of two main components:
Once a problem is identified, the faulty settings are instantly repaired. If automatic repair is impossible
(for example due to wrong cabling), animated visualisations (m2animate) offer guidance for manual repair by the
customers themselves. The self-care software runs on the customer’s computer, independent from external
(online) databases, servers or customer support.
The software includes an assistant for the initialisation and customer-specific configuration of Swisscom
Quick Help with the customer’s user credentials (Swisscom Login) as well as a comprehensive status report
showing the results of hardware and software analysis. Of course, Swisscom Quick Help for Mac supports all four
languages used by Swisscom on its web portal: German, French, Italian, and English. This multi-language support
is available for both the application and the context sensitive help files.Swisscom Quick Help features an integrated and » fully automatic update
function (m2liveupdate), making it possible to pass on all innovations, adjustments and new features to all
end users at all times. The » comprehensive reporting function
(m2reporting) offers Swisscom detailed and anonymous data on software use and customer PCs. A secure web
portal presents all data in tables and diagrams.
Note: About 17% of Swiss Internet users employ Mac
products. Source: » http://gs.statcounter.com
mquadr.at has added a particularly useful tool to its range of service solutions exclusively designed for
the Swiss market leader: the 'TV photo helper' ensures trouble-free file and photo sharing via the Swisscom TV
set to box and/or the TV set itself – another step towards a convergent home network that uses all appropriate
devices for multi media purposes.In order to do that, it’s important to configure the home network, the consumer PC and the Windows® Media
Player correctly; the configuration is carried out automatically by the mquadr.at software. As it is standard
with mquadr.at products, the whole process doesn’t require any technical knowledge, nor tedious manual
At the beginning of the project, all specific Swisscom requirements were subject to a meticulous technical
evaluation. On this basis, detailed specifications – including all requirements and the corresponding solutions
– were commissioned and compiled. In addition, mquadr.at created a detailed flow chart that displayed all
relevant software processes (user paths, customer situations, operating system issues, technical
feasibility).Eventually, mquadr.at was asked to begin developing the application. Due to the well-defined project scope,
there was no need for subsequent changes and/or adaptions; the result of this was a rather short development
The 'TV Photo Helper', as specified in the abovementioned project phase, makes it easy for Swisscom TV
customers to share files (i.e. photos) via their set top box. It does this by automatically configuring the
consumer PC and all necessary programs for all relevant file sharing options.
After that, users can add/remove folders with their photos to/from the Windows® Media Player’s playlists via
the 'TV Photo Helper'. This was taken into account during the configuration of the Windows® Media Player that
now allows subsequent changes carried out via the 'TV Photo Helper' software.From now on, streaming services are active, and consumers can display their photos via the set top box on their
The Swisscom 'TV Photo Helper' designed by mquadr.at is a very useful tool for displaying media files within
the private home network. By making complex applications like file streaming accessible for inexperienced users
as well, it increases home network convergence – the successive integration of various devices such as
computers, set top boxes, TV sets, etc. – decisively.For Swisscom customers, this is a vital step towards a 'networked' future.
'Swisscom Internet', designed by mquadr.at for the largest Swiss telecom operator, is a software that offers
– for the first time – a fully automated WLAN configuration in the course of the internet setup. What’s also
new: consumers are provided – alongside with the broadband modem 'Swisscom Centro Grande' – with a special USB
stick that contains the complete setup and configuration software for both Windows® and Mac. This not only
ensures trouble-free WLAN configuration on both systems; as an additional benefit, all WLAN data are stored on
the USB stick, thus making it easy to add computers to the wireless home network. A significant product
advantage, especially for inexperienced users.
For the consumer, the process is as follows:
To summarize:The wireless home network is configured during the internet setup itself, while storing the configuration on
the USB stick. Thus, WLAN configuration and the addition of computers to the wireless home network become
child’s play: all consumers have to do is to plug in their USB stick.The rest is done automatically – that’s what we call 'plug & play'.
The software is available in four languages (German, French, Italian, English) and optimised for Microsoft®
Windows® and Mac OS X (incl. OS X Lion). Delivery to Swisscom customers has already begun.
The Swisscom E-Mail Assistant, developed by mquadr.at for the Swiss market leader, is now available for Mac
users, ensuring the automatic setup of e-mail accounts on client computers. The application has the same
functions as the Windows® version, but was compiled entirely in the official Mac development environment. All
user interfaces (GUIs) are in accordance with the 'classical' Mac design so that Mac users are able to operate
the software without difficulties.
The Swisscom E-Mail Assistant is compatible with Mac OS X (version 10.6 and higher) and supports the
following e-mail clients:
It also supports IMAP (Internet Message Access Protocol) for automatic storing and up-to-dateness of all
messages on the e-mail server – a very useful feature, particularly for webmail users.
The main function of the assistant is the user-friendly setup of the e-mail account and all related e-mail
addresses in any of the e-mail programs mentioned above. Here, users can choose between an automatic setup
(recommended) and manual configuration. During the latter, the correct user data must be entered before the
e-mail address can be registered on the provider server.
By opting for automatic setup, Swisscom customers can log on to the secure Swisscom customer area. After
that, they immediately get a list of all their Swisscom e-mail addresses from which they can select an address,
set it up in their favourite e-mail client and define it as their standard e-mail address. All other steps of
the setup process, such as entering the e-mail password, are carried out automatically and within seconds.
For this, mquadr.at has created a dedicated interface that ensures a quick and seamless data transfer
between the customer PC and the provider’s server, reducing user interaction to an absolute minimum. This not
only saves time and resources, but also contributes significantly to higher customer satisfaction and product
ease of use, especially for inexperienced users.
The application is available in four languages (German, French, Italian and English) and can be downloaded
from the Swisscom portal at www.swisscom.ch/res/hilfe/mail/. It will make e-mail administration a lot easier for Swisscom
The WLAN Assistant, developed by mquadr.at for Switzerland’s largest telecom provider, is now available for
Mac users too. The software has been compiled in the official Mac development environment and has the same
function as its Windows® twin while using interfaces (GUIs) in the 'classical' Mac design. This ensures perfect
usability for Mac users.
The assistant is optimised for Mac OS X (versions 10.6 and 10.7) and takes care of complete WLAN setup and
configuration, including any provider-specific hardware. This happens via the Swisscom customer portal using
special requests for a seamless data transfer between the customer PC and the Swisscom server.Thanks to this, the whole process can be automated to the greatest degree, reducing user interaction to an
absolute minimum. Ultimately, user-friendliness is increased significantly which is a decisive product
advantage, particularly for inexperienced users.
The setup process contains the following steps:
Once the process is completed, WLAN data can be displayed, stored and printed with a single mouse click.
The Swisscom WLAN Assistant made by mquadr.at is suitable for new and existing customers alike and covers
all possible use cases: initial WLAN setup, switch from ethernet to WLAN, changes to WLAN data (SSID, etc.).
The process implemented by mquadr.at is highly automated: the changing of WLAN data does not entail later
configurations on the client PC (for instance, manual entry of WLAN data). Instead, all WLAN credentials are
transferred by means of the standard protocol TR-069; modem (re)configuration is triggered and controlled by
the Swisscom Auto Configuration Server (ACS).This form of automation minimises errors and also keeps the internet connection active at all times.
The lean application is available in four languages (German, French, Italian and English) and can be
downloaded for free at www.swisscom.ch/res/hilfe/internet/wlan/. It will make WLAN setup and configuration considerably
easier for all Mac users within the Swisscom customer base.
The 'Swisscom PC-Pflege' was developed by mquadr.at for Swisscom, the Swiss market leader in Internet
provision. This tool allows Swisscom customers to 'clean' and 'tidy' their PC, boosting its performance, with
just a few clicks and without any special computer expertise.While the program is running, customers are informed about the success of each stage before the next step is
initiated – as is standard with mquadr.at applications.The 'Swisscom PC-Pflege-Tool' includes the following core functions:
The software is also integrated via hyperlink in the new release of the self-care application 'Quick Help'
(version 3.2). It is available in four languages and is optimised for the most popular current browsers,
Microsoft® Internet Explorer and Mozilla Firefox.Additionally, live update functionality is integrated and runs automatically in the background to ensure that
the customer always has the latest version of the 'Swisscom PC-Pflege'. The update functionality is directly
integrated in the software.
With 'Swisscom PC-Pflege', customers can manage simple repairs and PC maintenance tasks themselves – without
any technical skill and without any specific previous knowledge of computers. The tool can be downloaded from
the Swisscom customer centre from January 2011.
The proven self-care application 'Swisscom Quick Help', which is based on mquadr.at's intelligent diagnosis and self-repair solution m2selfrepair, is receiving the
following new features as part of the current upgrade to version 3.2:
The live update feature specially adapted for Swisscom ensures that the customer always has the latest
version of 'Quick Help', which allows for the simpler and more efficient distribution of new software versions
to the Swisscom customer base. Checking for available updates and the actual update happen automatically when
the customer starts the software. This module, which was specially customised for Swisscom and which is based
on m2liveupdate, is now integrated directly within the application – this means a separate program on the PC is
no longer necessary. Additionally the customer notification cycle has been adapted.
Swisscom Live Update functionality in detail:
For this tool, the technology m2selfrepair with R.I.S. (Realtime Intelligent
Selfrepair) was adapted to fit the specific needs of Swisscom (Switzerland) AG and compiled into a
comprehensive Internet support solution launched under the name "Swisscom Quick Help 3.0". Here, not only were
the technical characteristics and the hardware supported by Swisscom considered, but also the most frequent
problems of Swisscom's users concerning the topics Internet, e-mail and WLAN.
The aim of this project was to provide the end-users with a slim but powerful client software that
automatically recognises defective settings that affect Internet access (including WLAN and e-mail) but also
proactively corrects them. The consumer can thereby avail of efficient Swisscom Internet access without the
need to call on help if a problem arises. Naturally, the areas WLAN and e-mail were considered in addition to
the "offline difficulties". The supported failure situations were defined together with Swisscom in order to
help customers exactly where the most frequent difficulties arise. The support solution can efficiently detect
and repair more than 74 different and explicit failure situations at once, whereby even more settings are
checked and corrected in the background.
Smart Error Detection (sequential system and failure diagnosis) and repair is carried out by R.I.S (Realtime
Intelligent Selfrepair) in real-time, meaning that any settings that prevent Internet access, for example, will
be detected and automatic repair will be offered for them. The manual execution of a diagnosis and a
corresponding repair are additionally possible at any point of time. In this context, it should be pointed out
that these functions are not a reaction to browser events or browser error messages: m2selfrepair with R.I.S.
instantly recognises whether or not the user is offline.
A special feature is the "customized error page" within the Internet Explorer. Here, a special Swisscom site
is shown, instead of a "Page not found" message, with which the diagnosis and repair of the problem can be
The new Quick Help software has an integrated Live-Update function
(m2liveupdate) to import updates at all times. The installation package was designed to migrate all
existing quick help customers to the new solution via the live update of the quick help solution. Consequently,
all existing Quick Help users have been profiting from the advanced version of the self-care solutions since
the launch of the new Quick Help 3.0!
The installation of Quick Help 3.0 is additionally offered in all other swisscom tools developed by
mquadr.at (from automatic e-mail and WLAN configuration to the e-mail repair assistant), in order to promote
the distribution of this useful tool.
An integrated real-time status report on the consumer's system and the it's online/offline status offers
maximum comfort for the user. Additionally, the integrated Wi-Fi (WLAN) assistant is of help if the customer
wants to access detailed information about his/her Internet access or establish a wireless network
In order to extend the functional area of Quick Help, an interface to the customer's area was created so
that the software (as soon as the user enters his Swisscom credentials) can independently access user-specific
relevant data (configured e-mail addresses, WLAN (Wi-Fi) credentials etc.) and use it for extended repair
The included m2reporting function provides Swisscom with reliable data on
end- customers' use of the software: from the number of installations and de-installations to the distribution
of the operating systems and security-software to the most common problems detected and successfully solved by
Quick Help 3.0. (of course, only anonymous statistical data is transmitted). It is now possible for Swisscom to
respond even more accurately to the actual needs of its consumers!
As an extension to the WLAN configuration software recently created for Swisscom (Switzerland) AG, an
innovative set-up wizard has been developed according to Swisscom's special requirements. Besides automatic
WLAN set-up, the software performs the configuration of e-mail clients. This tool is available in the secure
customer area on the Swisscom portal and is used as the customer-specific set-up software for the entire
configuration on the client side.
All other configuration scripts are directly accessed via Swisscom's customer portal and executed (for
example, via TR069). Using a specially defined interface, the software is provided with any required customer
data for e-mail as well as for WLAN set-up. Through this seamless interaction of existing registration and
configuration processes on the Swisscom side (TR069) and the assistant for configuration on the client side,
the last area that required manual configuration could be automated resulting in a satisfying customer
experience regarding e-mail and WLAN set-up.
Beside improved WLAN set-up, the software has been enhanced with the following features:
The Swisscom set-up assistant, available in four languages, is executed directly from within the customer
portal. Afterwards the tool deletes itself automatically from the customer system. Swisscom customers are able
to setup their WLAN and their e-mail accounts in a fast and secure manner and without any technical
The e-mail repair assistant developed by mquadr.at automatically adjusts incorrect e-mail settings. This
innovative tool is an ideal addition to the Swisscom e-mail set-up assistant that has been available since
As of now, Swisscom consumers will be able to configure e-mail accounts in their favoured mail client as
well as repair incorrect account configurations independently; it is not necessary to know any technical
The e-mail repair assistant is easy to use: it checks all relevant settings of the Swisscom e-mail accounts
configured on the computer and adjusts them automatically in the case of an error. Default settings as well as
user-specific data can be synchronised, that is, incorrect user names and passwords can also be detected and
repaired. This is particularly helpful, if local data differs from the access data stored on Swisscom's server
due to local changes performed by the user.
Using the Swisscom e-mail repair assistant, customers may easily and with just a few mouse clicks check all
e-mail settings on their computer with relevance to the Swisscom e-mail accounts. Any faulty settings will be
adjusted automatically. Should there be no e-mail account installed at all, a link guides users to the e-mail
configurator, which takes care of setting up accounts.
Swisscom customers may use this quadrilingual solution at any time via the self- service portal (www.swisscom.ch/help)and repair their
e-mail accounts unaided.
This mquadr.at solution enables Swisscom to raise the standard in customer service and extend its
self-service offering in an important area of digital life.
mquadr.at developed a customised Wi-Fi configuration software solution for Swisscom (Switzerland) AG, the
largest full service provider in Switzerland. Swisscom customers can execute und use this application directly
from Swisscom's customer centre.
Based on m2wlan - the tool from mquadr.at for fully automated set-up of a wireless
network - the "Wi-Fi Configurator" was built explicitly to the specific requirements of Swisscom.
All Swisscom consumers are now able to automatically set up their own Wi-Fi Internet access without any
technical know-how and without the need for installation guidelines. In addition to the automatic set-up
process of the wireless network connection, the user-specific Wi-Fi credentials generated by Swisscom will be
taken automatically from Swisscom and, if necessary, a Wi-Fi router configuration will be triggered
This innovative tool is offered for download at Swisscom's customer centre for a first-time configuration,
as well as for existing Swisscom customers who would like to switch to Wi-Fi technology or make changes to their
existing Wi-Fi configuration.
It goes without saying that this quadrilingual application is fit for Microsoft® Windows® Vista and operates
with all major Internet browsers. By using this "one-button" solution, Swisscom consumers are able to enjoy
this fully automated solution from directly within the Swisscom customer centre.
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