Case Study: Telefonica achieves centralized, consistent customer service and improved service levels with Q-nomy

Telefonica - Customer Case Study

Telefónica is a leading global telecommunications provider with operations across Europe and the Americas and more than 150 million customers in Latin America. As its markets in El Salvador, Guatemala and Nicaragua grew, the company found its decade-old, locally installed queue systems unable to deliver enterprise-wide governance, consistent service levels or customer‑segmentation–based scheduling, creating uneven service and limiting performance measurement and incentives.

Telefonica deployed Q-nomy’s Q-Flow Enterprise (via partner ACF) — a central web‑server solution with kiosks, digital signage, monitoring/reporting and integrated customer databases — to standardize operations and measure agent productivity and service levels. Rolled out across 16 centers, centralized management in Guatemala now monitors queues and reallocates staff in real time, helped Telefonica reach service targets (for example, ~85% of customers served within 15 minutes), enabled enterprise reporting and CRM integration, and supported later additions such as sales‑tips, appointment booking and alerting.

Telefonica

Luis Flores Tista

Centers Manager