Customer Hub: A single tool for all sales channels management

Telefónica is the largest Spanish multinational telecommunications company, the leading telco in Europe, and the fifth largest globally.

In its mission to offer connections that bring people together, Telefónica excels in marketing leading products and services that adapt to the changing needs of its customers and markets.

Telefónica has a wide network of sales channels and modalities, so they needed to integrate the processes of each of them under a single platform that would offer an omnichannel experience and, in addition, be easy and intuitive for the end user.

The main challenge was to bring together its different products and develop the appropriate integrations according to all cases (web service, RPA, SSO, among others).

Tecalis Customer Hub has enabled Telefónica to be more efficient in all its points of sale, structuring its entire sales network customized and configuring guided processes for the sales teams.

We also integrated our electronic signature and identity verification solutions for customer registration and enrollment in all channels (online, physical, call center, or self-activation processes) to avoid any risk of fraud.

In this way, Telefónica has sold in less than 6 months in alternative establishments whose main activity is not telco product sales. In addition, it has reduced more than 80% of the non-commercial sales time using self-activation by the client.

After more than 10 years of helping the principal players in the telecommunications sector, we have grown and evolved to offer solutions that allow our customers to improve and optimize processes, understanding the customer journey together with the business operations.

Tecalis has worked on different projects with Telefónica, from identity verification for a secure experience for their O2 customers to self-activation of users with KYC and digital contracting of Movistar products. However, the last challenge they proposed was a platform creation for internal use in which Telefónica employees could recommend the brand's services and get an incentive. 

The project had great difficulties, such as integration with all in-house systems, as well as with the call centers of the joint ventures. However, we successfully overcame the challenge by using the Customer Hub. At the same time, we optimized costs, met all the requirements, and ensured the highest security standards.