Case Study: Telefónica achieves higher customer satisfaction and lower churn with Devo

Telefónica Improves Customer Satisfaction, Lowers Customer Churn and Operational Costs of Movistar+ Service with Devo Data Operations Platform

Telefónica, the telecom company behind Movistar+, needed a better way to monitor end-to-end service quality for its fast-growing TV offering. As customer satisfaction and retention became more important in a highly competitive pay-TV market, Telefónica wanted a single, unified view of service performance to track issues in real time and reduce churn.

Devo implemented its Data Operations Platform as a cloud-based analytics solution to collect, correlate, and visualize data across the entire Movistar+ service chain, from Telefónica’s network to customers’ homes. With Devo, Telefónica improved customer satisfaction, reduced helpdesk calls and average call times, cut technician home visits and operational costs, and achieved annual savings of millions of euros through faster time-to-insight and proactive problem resolution.

Telefonica

Clara Casas

E2E Service Quality and Operative Improvement Manager