Case Study: Telefónica achieves unified training, communication, and customer service excellence with Totara

The training and communication space for customer service executives at Telefónica

Telefónica, through its Movistar brand in Chile, needed a faster, more reliable way to keep customer service teams and outsourced partners aligned with frequently changing product, procedure, and training information. Its existing learning and procedures platforms were fragmented, making it difficult to ensure timely updates, traceability, and consistent service protocols. Totara Learn, Perform, and Engage were used to bring these needs together in a single, accessible platform.

Totara implemented a robust solution that consolidated training, communications, procedures, and collaborative workspaces for more than 8,200 users. The results included 350 courses delivered with an 85% completion rate, 393 communications with 85% visibility, 3,933 procedures, and over 40 product profiles, along with cost savings from reducing duplicated information and errors. Totara also enabled real-time monitoring and certificate downloads, helping Telefónica improve compliance, operational alignment, and customer experience.

Telefónica

Jorge Cruz Valderrama

Channel Management Area Manager