Telefonica Virtual Queue Management Software Case Study
Case Study
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 and dominates almost 50% of the market share, and has over 120,000 employees operating from thousands of stores. Movistar use Qudini’s Queue Management System and Appointment Scheduling Software alongside a number of other our tools in its stores to create a superior in-store experience, improve operations and have a better understanding of the customer journey.
What our clients say
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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
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.
The solution
Telefónica undertook a global Request for Proposal (RFP) and selected Qudini as their preferred Queue Management System due to Qudini’s Retail Choreography solutions’ flexibility, scalability and ease of integration. They have since deployed the queuing software across all their stores in Spain.
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The Movistar customer journey
The walk-in customer journey with Qudini’s walk-in management software:
- A customer enters the Movistar store for service
- They join the queue system 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.
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Movistar Shop Floor choreography
Using the Qudini Shop Floor Management features, the store associates 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. Store associates wanting to take their breaks can communicate to the shop floor manager using the software, allowing the management team to record breaks and manage when they are due to return.
Press Links
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Telefonica to roll out Qudini system in Spain and Latin America
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Telefónica implements a software to avoid abandonment of its stores
