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CLIENT CASE STUDY


Telefónica: Strengthening a critical contact point - Better billing at Telefónica

Accenture collaborated with Telefónica to position IT as a source of value through a better billing process.​

Overview

For the telecommunications industry, providing good service means, among other things, developing robust and up-to-date billing capabilities.

Telefónica, Spain’s largest multinational corporation and one of the largest private telecommunications companies in the world, decided it needed to consolidate and standardize its billing systems and processes to improve the company’s efficiency, customer service and ability to accommodate new products and services.

Because Accenture has worked with Telefónica on many strategic billing initiatives during a 15-year relationship, we were chosen to collaborate with Telefónica to position IT as a source of value for the company by improving internal customer satisfaction, the functionality of key business applications and the billing process.

Opportunity
Consumers have high expectations for customer service.

One of Telefónica’s important strategic goals has been to consolidate and standardize its billing systems and processes to improve the company’s efficiency, customer service and its ability to introduce critical new products and services. Due to the company’s size and scope, this is not an easy goal to achieve.

Solution

Accenture has worked with Telefónica on many strategic billing initiatives along three key dimensions: defining a global business and IT billing vision; developing a cross-affiliate IT delivery strategy; and enabling an IT delivery capability. Many of these projects have had a balanced focus on improving the customer experience while driving better business performance.

One of Accenture’s most central goals throughout its multi-year relationship with Telefónica is to define the company’s vision of how IT can better support the global business. For instance, Accenture helped Telefónica develop a conceptual design and system map for its operations support system and business support system.

Accenture also collaborated with Telefónica to improve the billing process for many of its customer market segments such as the corporate customers, the residential and small office/home office market, and the national wholesale segment.

Additionally, the two companies have worked together to establish IT support for the differentiated billing experience across affiliates. One of the key challenges for a company of Telefónica’s global scale is the hosting of different billing systems and processes across its affiliates worldwide. In light of this challenge, Accenture has been heavily involved in Telefonica’s development of a cross-affiliate IT delivery strategy, with the ultimate goal of boosting standardization and efficiency across the company’s global footprint.

Results
Together, Accenture and Telefónica have introduced a myriad of cutting-edge technologies that have enabled the company to boost service levels, efficiency, speed, flexibility and consistency across its global footprint. Telefónica stands ready to embrace the future of telecommunications, and with, Accenture as a strategic business partner, is well-positioned in its pursuit of high performance.