Case Study:

How Qudini innovated the waiting experience across Telefónica Movistar’s Spanish telecoms stores by introducing a new queuing system.


Easily deploy an out-of-box software on its commercial hardware.


Centrally manage configurations across its Spanish stores.


Radically redesign its new ‘store of the future’.

CLIENT QUOTES

  • “We are delighted to have Qudini onboard in helping us strengthen the relationship we have with our global customer base. Qudini’s simplicity creates real benefit for the end user and builds good sentiment between business and customers”
    Retail Channel Director | Telefónica global

Client Profile

Movistar is a major Spanish mobile phone operator owned by Telefónica, which operates in Spain and many Latin American countries. It is the largest carrier in Spain.

THE CHALLENGE

Telefónica selected Qudini’s solution for its flexibility, cloud-based nature and ease of integration. In addition, as Qudini is compatible with all the commercially-available hardware they wanted to use, Telefónica was able to easily and rapidly deploy Qudini in multiple stores and territories (i.e. across their first 100 stores in Spain within a period of three months). Telefónica also highly valued the fact that Qudini’s Queue Management system could be tailored to their brand.

Movistar Challenge

THE SOLUTION

Telefónica undertook a global Request for Proposal (RFP) and selected Qudini as their preferred queue management system due to the company’s flexibility, the software’s scalability and the ease of deployment and integration. They have since deployed the software across all their stores in Spain.

 

THE MOVISTAR CUSTOMER JOURNEY

The walk-in customer journey with Qudini Queue Management:
• A customer enters the Movistar store for service.
• They join the queue from a tablet kiosk.
• The kiosk provides their queue position and estimated wait time.
• A ticket is printed with the customer’s queue position.
• The customer’s ticket appears on the TV screen (through an integration with their internal digital signage provider), which calls the customer when their turn arises.
• If the customer provided their mobile number, they receive an SMS message with a weblink to watch their place. An SMS updates them as their turn draws near.

 

MOVISTAR SHOP FLOOR CHOREOGRAPHY

Using the Qudini Shop Floor Management features, the store staff are able to manage their walk-in and appointment customers, communicate with members of the team and carry out shop floor activities using Qudini on their Samsung devices. Staff members taking their breaks speak to the shop floor manager who can record their break and manage when they are due to return.

  • Telefonica Queuing System Qudini
  • Movistar Queue Management System Qudini
  • Telco Store Queuing App Qudini 1
  • Spain Telecoms Retail Queue Management System Qudini
  • Telecommunications Retail Queuing System Qudini

PRESS

  • Telefonica to roll out Qudini system in Spain and Latin America

    Read more >

  • New queue management system for Telefonica stores across Europe and South America

    Read more >

  • Telefónica implements a software to avoid abandonment of its stores

    Read more >

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