Telefónica Improves Movistar+ Customer Satisfaction while Reducing Operational Costs with Devo
Devo Data Operations Platform Helps Increase Customer Satisfaction, Lower Customer Churn and Operational Costs for Critical Telefónica TV Service
CAMBRIDGE, Mass., Sept. 12, 2018 — Devo Technology, today announced that Telefónica has implemented the Devo Data Operations Platform to improve the quality of customer experience for Telefónica’s Movistar+ television service offering. By leveraging real-time and historical data from across the company’s service delivery infrastructure, Devo enables Telefónica to identify and correct service delivery problems before they impact the customer, improving customer satisfaction.
“We needed a single, unified view into our data that would enable us to know the real quality of service offered to our customers, anticipate and prevent problems and to manage individual customer calls more efficiently,” said Clara Casas, E2E Service Quality and Operative Improvement Manager, Telefónica. “Devo enables us to review all customer related data at a glance, empowering our help desk staff with the information required to effectively and efficiently support callers. As a result, we have seen a dramatic uptick in customer satisfaction and a reduction in our average customer call times, while reducing customer churn and saving the company money.”
Leveraging Devo’s data correlation, analytics and visualization capabilities, Telefónica can now identify if a reported problem is isolated to a single customer, or is likely to impact other customers. Armed with this knowledge, the company can proactively correct the root cause of the problem, which has led to a reduction of volume in help desk calls. As a result, customer satisfaction has improved, a key differentiator for the Movistar+ service in a highly competitive market. Since many problems are now managed through the help desk service, the number of technician home visits has also been reduced.
“Movistar+ TV is a fast-growing service and superior customer service is central to its success,” said Casas. “The ability to provide real-time analytics and insights at scale is helping Telefónica increase customer satisfaction and retention while driving down operational costs. Devo offers the unique ability to rapidly collect and analyze data from every part of the business, providing global organizations like Telefónica the ability to harness the power of data for competitive advantage and business success.”
Devo Technology, formerly Logtrust, is the leading Data Operations Platform for the digital enterprise. Devo delivers real-time operational analytics on streaming and historical data to help enterprises drive sustained performance and growth. The Devo Data Operations Platform collects, enhances and analyzes machine, business and operational data from all aspects of the business. Devo provides real-time analytics and insight for IT, security, and business teams at the world’s largest organizations. For more information visit www.devo.com.
Telefónica is one of the largest telecommunications companies in the world by market capitalization and number of customers with a comprehensive offering and quality of connectivity that is delivered over world class fixed, mobile and broadband networks. As a growing company it prides itself on providing a differential experience based both on its corporate values and a public position that defends customer interests. Present in 20 countries and with almost 344 million customers around the world. Telefonica has a strong presence in Spain, Europe and Latin America.