Spain Accenture Helps Tender

Accenture has helped Telefnica one of the worlds largest private telecommunications companies transform its customer experience with a complete overhaul of its digital experience for customers in Brazil Chile Mexico Spain and the U.K. To acquire and retain new customers Telefnica had to rethink its commercial focus and create a new seamless and personalized omnichannel experience. Accenture Interactive helped the company innovate and transform its digital sales capabilities by designing and developing an online sales funnel a search engine optimization capability and a search engine marketing capability. Accenture Interactive and its design and innovation consultancy Fjord also reimagined Telefnicas website design and digital marketing experience creating a holistic customer experience across all touchpoints and providing content customized for the individual customer. Accenture also helped Telefnica introduce analytics across all digital channels and call centers to enable a better understanding of the customer throughout the entire digital journey giving the company the ability to make highly personalized offers and accelerate sales. Customers make most of their buying decisions through digital channels so it was critical that we transform our digital sales capabilities and the overall experience to remain relevant said Mariano De Beer chief commercial and digital officer at Telefnica. A major part of the transformation was to create a digital ecosystem enabling us to offer a highly personalized experience with the flexibility to respond quickly to changing customer and market demands. Accentures deep digital experience combined with its world-class marketing and design expertise made them the obvious choice to help us make this journey. To date the transformation has given Telefnica more efficient hyper-relevant and more flexible customer-support capabilities enabling the company to not only improve the experience for millions of customers across five countries but also accelerate sales. Telecommunications is an industry where service providers constantly face the risk of losing customers and with them revenue if they fail to maintain customer relevance said Nerea Idirin a managing director in Accentures Communications Media Technology practice. Telefnica is a very forward-thinking company and has the courage to continuously innovate which enables them to maintain their relevance in consumers daily digital routines and in turn their leading position in the market. Our collaboration with Telefnica was designed to help them evolve into a Living Business enabling them to thrive by continuously adapting to changing customer preferences and market conditions with speed and at scale.