Case studies
Movistar, Spain
Teléfonica Moviles España (Movistar) wanted to modify its after-sales model to drastically reduce operating expenditures (OPEX) and improve customer satisfaction levels.
Challenge
Movistar is the main mobile operator in Spain, with over 40% market share. Prior to 2008, Movistar managed a network of repair centres and transport service providers around the country that were responsible for collecting, repairing and returning defective units to the operator’s 6,000 stores around the country. The system was complicated to manage and expensive to operate.
Solution
ANOVO teamed up with Zeleris, the transportation arm of Telefonica Group, and proposed replacing the multi-site, multi-transporter model with a single logistics hub and a single transporter. Using a web-based tool, stores would return defective units to the hub via the Zeleris network of couriers. ANOVO would then sort incoming units, coordinates the return to the manufacturer’s repair center, and then return the repaired units to the stores. Anovo selected the site in Madrid, set up the facility and trained the staff. The hub is designed to handle a yearly flow of 1 million units.
Benefits
The ANOVO-operated hub has reduced costs and improved customer satisfaction. 40 ANOVO people now manage an after-sales process that used to require a staff of 200. Daily transport flow was decreased considerably, which has resulted in a significant reduction in transportation costs. The average turn around times has dropped from 28 working days to fewer than nine. Customer satisfaction levels have jumped from 79% to 92%. Finally, the flexibility of the hub has enabled Movistar to offer value added services, such as VIP deliveries and iPhone screening, that would have been impossible with the previous after-sales solution.