Case Study: Telefónica Spain achieves double-digit customer satisfaction gains and 20% higher usage with Cloudera

Telefónica Spain achieves a 20% increase in customer usage when it deploys a modern data platform from Cloudera

Telefónica Spain, the country's leading telecommunications provider, needed to become more data-driven to improve customer experience across voice, data, TV and internet services. Faced with the challenge of analyzing very high volumes of real-time data (more than ten billion records a day) from network, CRM, financial, call center and TV systems, the company required a scalable, cost-effective big data platform to gain timely customer insights.

Telefónica deployed Cloudera’s operational database and analytics stack to ingest and analyze multi-source data in real time, powering personalized TV recommendations, faster complaint resolution and optimized store orders and inventory. The platform supported 16 big data projects and delivered quick ROI—driving a 20% increase in customer usage, a double-digit reduction in churn, a 39% drop in in-store mobile stock and a 17% increase in store sales.

Telefonica

Carlos Morras

Manager, Innovation, Big Data and Processes