{"id":12182,"date":"2022-12-13T21:57:29","date_gmt":"2022-12-13T21:57:29","guid":{"rendered":"https:\/\/xelere.com\/?page_id=12182"},"modified":"2023-02-10T00:06:34","modified_gmt":"2023-02-10T00:06:34","slug":"caso-exito-telefonica","status":"publish","type":"page","link":"https:\/\/xelere.com\/en\/caso-exito-telefonica\/","title":{"rendered":"Caso \u00e9xito Telef\u00f3nica"},"content":{"rendered":"

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Telef\u00f3nica simplifica sus operaciones diarias gracias a la implementaci\u00f3n de BMC Remedy.<\/p>\n

[\/et_pb_text][et_pb_button button_url=”https:\/\/xelere.com\/wp-content\/uploads\/2023\/02\/CDE-Telefonica-Xelere.pdf” url_new_window=”on” button_text=”Descargar pdf” _builder_version=”4.18.0″ _module_preset=”default” background_layout=”dark” global_colors_info=”{}”][\/et_pb_button][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_video _builder_version=”4.18.0″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_video][et_pb_video src=”https:\/\/www.youtube.com\/watch?v=FkQuawiGWUw” disabled_on=”on|on|on” _builder_version=”4.18.0″ _module_preset=”default” disabled=”on” global_colors_info=”{}”][\/et_pb_video][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”Numeros” _builder_version=”4.16″ custom_padding=”0px|0px|0px|0px” top_divider_height_tablet=”” top_divider_height_phone=”0px” top_divider_height_last_edited=”on|phone” transparent_background=”off” make_fullwidth=”off” use_custom_width=”off” width_unit=”on” collapsed=”off” global_colors_info=”{}”][et_pb_row column_structure=”1_3,1_3,1_3″ use_custom_gutter=”on” gutter_width=”1″ make_equal=”on” module_class=” et_pb_row_fullwidth” _builder_version=”4.18.0″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” width=”100%” width_tablet=”100%” width_phone=”” width_last_edited=”on|desktop” max_width=”100%” max_width_tablet=”100%” max_width_phone=”” max_width_last_edited=”on|desktop” module_alignment=”center” custom_padding=”0px|0px|0px|0px|false|false” make_fullwidth=”on” collapsed=”off” global_colors_info=”{}”][et_pb_column type=”1_3″ _builder_version=”4.18.0″ background_color=”#0b78b7″ background_enable_image=”off” custom_padding=”||||false|false” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_blurb title=”Paises” use_icon=”on” font_icon=”||divi||400″ icon_color=”#FFFFFF” image_icon_background_color=”RGBA(0,0,0,0)” image_icon_width=”48px” _builder_version=”4.18.0″ _module_preset=”default” header_font=”|600|||||||” header_text_align=”center” header_font_size=”25px” body_font_size=”22px” body_line_height=”1.2em” image_icon_custom_padding=”25px|25px|25px|25px|false|false” text_orientation=”center” background_layout=”dark” custom_margin=”50px|80px|50px|80px|false|false” border_radii_image=”on|100%|100%|100%|100%” border_width_all_image=”3px” border_color_all_image=”#FFFFFF” use_circle=”on” use_circle_border=”on” circle_border_color=”#FFFFFF” circle_color=”RGBA(0,0,0,0)” global_colors_info=”{}” image_icon_background_color__sticky_enabled=”#bd3234″ image_icon_background_color__sticky=”#bd3234″]<\/p>\n

Espa\u00f1a, Alemania, Reino Unido, Brasil, Argentina, M\u00e9xico, Colombia, Venezuela, Uruguay, Chile, Per\u00fa, Ecuador.<\/p>\n

[\/et_pb_blurb][\/et_pb_column][et_pb_column type=”1_3″ _builder_version=”4.18.0″ background_color=”#075aba” background_enable_image=”off” custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_blurb title=”Industria” use_icon=”on” font_icon=”||divi||400″ icon_color=”#FFFFFF” image_icon_background_color=”RGBA(0,0,0,0)” image_icon_width=”48px” _builder_version=”4.18.0″ _module_preset=”default” header_font=”|600|||||||” header_text_align=”center” header_font_size=”25px” body_font_size=”30px” body_line_height=”1.2em” image_icon_custom_padding=”25px|25px|25px|25px|false|false” text_orientation=”center” background_layout=”dark” custom_margin=”50px|80px|50px|80px|false|false” border_radii_image=”on|100%|100%|100%|100%” border_width_all_image=”3px” border_color_all_image=”#FFFFFF” use_circle=”on” use_circle_border=”on” circle_border_color=”#FFFFFF” circle_color=”RGBA(0,0,0,0)” global_colors_info=”{}” image_icon_background_color__sticky_enabled=”#bd3234″ image_icon_background_color__sticky=”#bd3234″]<\/p>\n

Telecomunicaciones<\/p>\n

[\/et_pb_blurb][\/et_pb_column][et_pb_column type=”1_3″ _builder_version=”4.18.0″ background_color=”#0a31b2″ background_enable_image=”off” custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_blurb title=”Tama\u00f1o” use_icon=”on” font_icon=”||divi||400″ icon_color=”#FFFFFF” image_icon_background_color=”RGBA(0,0,0,0)” image_icon_width=”48px” _builder_version=”4.18.0″ _module_preset=”default” header_font=”|600|||||||” header_text_align=”center” header_font_size=”25px” body_font_size=”30px” body_line_height=”1.2em” image_icon_custom_padding=”25px|25px|25px|25px|false|false” text_orientation=”center” background_layout=”dark” custom_margin=”50px|80px|50px|80px|false|false” border_radii_image=”on|100%|100%|100%|100%” border_width_all_image=”3px” border_color_all_image=”#FFFFFF” use_circle=”on” use_circle_border=”on” circle_border_color=”#FFFFFF” circle_color=”RGBA(0,0,0,0)” global_colors_info=”{}” image_icon_background_color__sticky_enabled=”#bd3234″ image_icon_background_color__sticky=”#bd3234″]<\/p>\n

+10 mil empleados
+1 mil proveedores<\/p>\n

[\/et_pb_blurb][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”Nuestros valores” _builder_version=”4.16″ custom_padding=”0px|0px|0px|0px” transparent_background=”off” make_fullwidth=”off” use_custom_width=”off” width_unit=”on” collapsed=”off” global_colors_info=”{}”][et_pb_row column_structure=”1_2,1_2″ use_custom_gutter=”on” gutter_width=”1″ make_equal=”on” module_class=” et_pb_row_fullwidth” _builder_version=”4.18.0″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” width=”100%” width_tablet=”100%” width_phone=”” width_last_edited=”on|desktop” max_width=”100%” max_width_tablet=”100%” max_width_phone=”” max_width_last_edited=”on|desktop” custom_padding=”0px|0px|0px|0px|false|false” hover_enabled=”0″ make_fullwidth=”on” collapsed=”off” global_colors_info=”{}” sticky_enabled=”0″][et_pb_column type=”1_2″ _builder_version=”4.18.0″ background_color=”#ffffff” background_enable_image=”off” custom_padding=”|||” hover_enabled=”0″ global_colors_info=”{}” custom_padding__hover=”|||” sticky_enabled=”0″][et_pb_cta title=”Informaci\u00f3n general” admin_label=”Texto” _builder_version=”4.18.0″ header_level=”h4″ header_font=”|700|||||||” header_text_align=”left” header_font_size=”39px” header_line_height=”1.2em” body_font_size=”22px” body_line_height=”1.5em” use_background_color=”off” text_orientation=”left” background_layout=”light” min_height=”564px” min_height_tablet=”” min_height_phone=”” min_height_last_edited=”on|phone” custom_margin=”-1px|||||” custom_padding=”130px|80px|47px|80px|false|false” custom_padding_tablet=”” custom_padding_phone=”50px|40px|50px|40px|false|false” custom_padding_last_edited=”on|phone” header_font_size_tablet=”” header_font_size_phone=”30px” header_font_size_last_edited=”on|phone” body_font_size_tablet=”” body_font_size_phone=”18px” body_font_size_last_edited=”on|phone” global_colors_info=”{}”]<\/p>\n

Telef\u00f3nica es una compa\u00f1\u00eda de telecomunicaciones que opera a nivel mundial, cuenta con alrededor de 21 millones de clientes en telefon\u00eda m\u00f3vil, 2,5 en telefon\u00eda fija y 750 mil corporativos. Dispone de m\u00e1s de mil proveedores y tiene m\u00e1s de 10 mil empleados. Entre sus servicios ofrece conectividad de banda ancha fija -con soluciones de FFTH- y m\u00f3vil con redes de 4G, as\u00ed como una amplia gama de servicios digitales para m\u00e1s de 108 millones de clientes residenciales y empresariales.<\/p>\n

[\/et_pb_cta][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.18.0″ background_image=”https:\/\/xelere.com\/wp-content\/uploads\/2023\/02\/bannertelefonica.jpg” parallax=”on” custom_padding=”||||false|false” custom_padding_tablet=”” custom_padding_phone=”150px||150px||false|false” custom_padding_last_edited=”on|phone” hover_enabled=”0″ global_colors_info=”{}” custom_padding__hover=”|||” title_text=”bannertelefonica” sticky_enabled=”0″][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_2,1_2″ use_custom_gutter=”on” gutter_width=”1″ make_equal=”on” module_class=” et_pb_row_fullwidth” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” width=”100%” width_tablet=”100%” width_phone=”” width_last_edited=”on|desktop” max_width=”100%” max_width_tablet=”100%” max_width_phone=”” max_width_last_edited=”on|desktop” custom_padding=”0px|0px|0px|0px|false|false” make_fullwidth=”on” collapsed=”off” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.16″ background_image=”https:\/\/xelere.com\/wp-content\/uploads\/2022\/01\/Banner3.jpg” parallax=”on” custom_padding=”||||false|false” custom_padding_tablet=”” custom_padding_phone=”150px||150px||false|false” custom_padding_last_edited=”on|phone” global_colors_info=”{}” custom_padding__hover=”|||”][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.16″ background_color=”#ffffff” background_enable_image=”off” custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_cta title=”Desaf\u00edo” admin_label=”Texto” _builder_version=”4.18.0″ header_level=”h4″ header_font=”|700|||||||” header_text_align=”left” header_font_size=”39px” header_line_height=”1.2em” body_font_size=”22px” body_line_height=”1.5em” use_background_color=”off” text_orientation=”left” background_layout=”light” min_height=”564px” min_height_tablet=”” min_height_phone=”” min_height_last_edited=”on|phone” custom_margin=”-1px|||||” custom_padding=”130px|80px|47px|80px|false|false” custom_padding_tablet=”” custom_padding_phone=”50px|40px|50px|40px|false|false” custom_padding_last_edited=”on|phone” header_font_size_tablet=”” header_font_size_phone=”30px” header_font_size_last_edited=”on|phone” body_font_size_tablet=”” body_font_size_phone=”18px” body_font_size_last_edited=”on|phone” global_colors_info=”{}”]<\/p>\n

El desaf\u00edo se present\u00f3 por la detecci\u00f3n de 3 sistemas de gesti\u00f3n internos que operaban al mismo tiempo. Cada uno con un proceso y alcance similar.<\/p>\n

Los segmentos comerciales y las operaciones contaban con la informaci\u00f3n distribuida entre todos ellos, produciendo una diversidad de fuentes a la hora de la consulta. Incluso, estas herramientas estaban obsoletas, por lo que ralentizaba y perjudicaban la gesti\u00f3n diaria.<\/p>\n

[\/et_pb_cta][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ custom_padding_last_edited=”on|desktop” admin_label=”Partners” _builder_version=”4.18.0″ background_color=”#0a31b2″ custom_padding=”||70px|||” custom_padding_tablet=”50px|0|50px|0″ custom_padding_phone=”” transparent_background=”off” padding_mobile=”off” make_fullwidth=”off” use_custom_width=”off” width_unit=”on” collapsed=”off” global_colors_info=”{}”][et_pb_row admin_label=”row” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” custom_padding=”||2px|||” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text admin_label=”Nuestros partners” _builder_version=”4.16″ text_font=”|700|||||||” text_text_color=”#FFFFFF” text_font_size=”20px” header_font=”|700|||||||” header_text_color=”#FFFFFF” header_font_size=”40px” background_size=”initial” background_position=”top_left” background_repeat=”repeat” width=”82.7%” module_alignment=”left” custom_margin=”|50px|-3px|50px|false|false” custom_padding=”||28px|||” use_border_color=”off” border_color=”#ffffff” border_style=”solid” global_colors_info=”{}”]<\/p>\n

Soluci\u00f3n<\/h1>\n

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Se implement\u00f3 una herramienta de gesti\u00f3n interna, BMC Remedy a trav\u00e9s de 3 pasos:<\/p>\n

[\/et_pb_text][et_pb_text _builder_version=”4.18.0″ _module_preset=”default” text_font=”|300|||||||” text_text_color=”#FFFFFF” text_font_size=”22px” text_line_height=”1.5em” global_colors_info=”{}”]<\/p>\n

1)<\/strong> \u00c1mbito interno de la compa\u00f1\u00eda: Se mostr\u00f3 el funcionamiento correcto de la herramienta a todos los integrantes de la mesa de decisiones, pudiendo as\u00ed ver con sus propios ojos la efectividad de la soluci\u00f3n.<\/p>\n

2)<\/strong> \u00c1mbito de la planta interna: Se administr\u00f3 la informaci\u00f3n de toda la infraestructura en tableros que informan sobre los servicios, la interacci\u00f3n y las aver\u00edas de los componentes en tiempo real.<\/p>\n

3)<\/strong> \u00c1mbito del cliente masivo: Se implementaron procesos estandarizados para cada una de las aver\u00edas t\u00e9cnicas.<\/p>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ custom_padding_last_edited=”on|desktop” admin_label=”Partners” _builder_version=”4.16″ custom_padding=”||70px|||” custom_padding_tablet=”50px|0|50px|0″ custom_padding_phone=”” transparent_background=”off” padding_mobile=”off” make_fullwidth=”off” use_custom_width=”off” width_unit=”on” collapsed=”off” global_colors_info=”{}”][et_pb_row admin_label=”row” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” custom_padding=”||2px|||” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text admin_label=”Nuestros partners” _builder_version=”4.16″ text_font=”|700|||||||” text_text_color=”#000000″ text_font_size=”20px” header_font=”|700|||||||” header_text_color=”#000000″ header_font_size=”40px” background_size=”initial” background_position=”top_left” background_repeat=”repeat” width=”82.7%” module_alignment=”left” custom_margin=”|50px|-3px|50px|false|false” custom_padding=”||28px|||” use_border_color=”off” border_color=”#ffffff” border_style=”solid” global_colors_info=”{}”]<\/p>\n

Beneficios<\/h1>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.18.0″ _module_preset=”default” text_font=”||||||||” text_font_size=”22px” text_line_height=”1.5em” global_colors_info=”{}”]<\/p>\n

La reporter\u00eda estaba desactualizada, con la implementaci\u00f3n de la herramienta fue posible acceder a indicadores visibles y claros, agilizando la obtenci\u00f3n de la informaci\u00f3n.<\/p>\n

Todas las aplicaciones previas ten\u00edan la gesti\u00f3n de tickets, pero la gesti\u00f3n del cambio era otro tipo de proceso. Con las nuevas pr\u00e1cticas, encaminaron la CMDB con informaci\u00f3n t\u00e9cnica y comercial. Eso permiti\u00f3 avanzar con la gesti\u00f3n de cambio, controlando proactivamente su aplicaci\u00f3n.<\/p>\n

[\/et_pb_text][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.18.0″ _module_preset=”default” text_font=”||||||||” text_font_size=”22px” text_line_height=”1.5em” global_colors_info=”{}”]<\/p>\n

A partir de esta implementaci\u00f3n, es posible contar con KPI\u00b4s medibles desde la herramienta, permitiendo resolver todos los incidentes en menor tiempo. La informaci\u00f3n estaba al alcance de la mesa de ayuda en cualquier momento.<\/p>\n

Finalmente, la integraci\u00f3n evita los traslados innecesarios de los t\u00e9cnicos, evitando visitas que no ten\u00edan finalidad concreta a un domicilio.<\/p>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”Socios” _builder_version=”4.16″ background_color=”#ffffff” background_image=”https:\/\/xelere.com\/wp-content\/uploads\/2020\/10\/edificio.jpg” parallax=”on” custom_padding=”||100px|||” collapsed=”off” global_colors_info=”{}”][et_pb_row admin_label=”row” _builder_version=”4.18.0″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” width=”65%” custom_padding=”34px||23px|||” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_testimonial author=”Corina Juda” job_title=”Jefe de Desarrollo e Implementaci\u00f3n Back End” company_name=”Telef\u00f3nica” quote_icon_color=”#FFFFFF” quote_icon_background_color=”#000000″ use_icon_font_size=”on” icon_font_size=”40px” _builder_version=”4.18.0″ _module_preset=”default” body_text_align=”center” body_text_color=”#FFFFFF” body_font_size=”22px” author_text_align=”center” author_font_size=”22px” position_font_size=”18px” company_font_size=”18px” background_color=”RGBA(0,0,0,0)” text_orientation=”center” background_layout=”dark” border_width_all=”2px” border_color_all=”rgba(255,255,255,0.95)” global_colors_info=”{}”]<\/p>\n

\u201cTenemos desaf\u00edos enel \u00e1rea constantemente, pero cuando me preguntas si volver\u00eda a sumergirme en este proyecto, la respuesta es un \u00a1S\u00ed! trabajar en equipo con ustedes hace que se pueda salir adelante. \u201d<\/p>\n

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Telef\u00f3nica simplifica sus operaciones diarias gracias a la implementaci\u00f3n de BMC Remedy.Espa\u00f1a, Alemania, Reino Unido, Brasil, Argentina, M\u00e9xico, Colombia, Venezuela, Uruguay, Chile, Per\u00fa, Ecuador.Telecomunicaciones+10 mil empleados +1 mil proveedoresTelef\u00f3nica es una compa\u00f1\u00eda de telecomunicaciones que opera a nivel mundial, cuenta con alrededor de 21 millones de clientes en telefon\u00eda m\u00f3vil, 2,5 en telefon\u00eda fija y […]<\/p>\n","protected":false},"author":3,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"class_list":["post-12182","page","type-page","status-publish","hentry"],"yoast_head":"\nCaso \u00e9xito Telef\u00f3nica - Xelere<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/xelere.com\/en\/caso-exito-telefonica\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Caso \u00e9xito Telef\u00f3nica - 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