Q-nomy provided Telefónica a centralized customer-flow management system that helped administer corporate-wide service level standards, measure branch performance and improve agent productivity across Central America.
Telefónica is one of the largest telecommunications companies in the world in terms of market capitalization and number of customers. The company has a significant presence in 21 countries and a customer base that amounts to more than 316.1 million accesses around the world. Telefónica has strong presence in Spain, Europe and in Latin America—where the company leverages an important segment of its growth strategy.
Telefónica had used for more than 10 years simple customer-flow systems for administration and control of their Service Branches. However, with a growing market in Central America, the company needed to change their branch administration and control model to an efficient, personalized service model.
Since the less-sophisticated customer flow systems relied on locally installed components, Telefonica found it impossible to use them to govern employees and service performance indicators based on corporate-wide standards. This resulted in inconsistent levels of service between different branches, and rendered service-level administration based on customer segmentation impossible.
Having identified and defined the technical challenge, Telefónica’s management had set the following goals for a service center management system:
In obtaining these goals, Telefonica aimed to improve customer relations as well as create a better and fairer working environment for customer service representatives.
Q-nomy provided a complete solution, comprising of Q-Flow® Customer Experience Optimization platform with customization based on Telefónica’s needs. The pilot initially encompassed 16 branches, but shortly after was expanded to full deployment in El Salvador, Nicaragua and Guatemala. Mexico, Panama and Costa Rica joined in subsequent years. Today, Q-nomy's software provides Telefónica stores with the following:
After two years in use, the system’s impact was clear—all goals set by management were fully accomplished:
Luis Flores Tista, Telefónica Centers Manager in Central America, said: “Q-nomy's solution provides powerful and efficient tools for Telefónica to control our level of service, and enables us to manage customer relations in an outstanding way.”