Background
Telcel is a Mexican wireless telecommunications company that has been successfully serving customers since 1984. Owned by América Móvil, Telcel has established itself as a major player in the telecommunications industry, with a strong presence in Mexico and other countries in Latin America. The company offers a wide range of services, including voice, messaging, data, and internet services, catering to the diverse needs of its customers.
Challenge
As a leading provider of wireless communications services in Mexico, Telcel recognized the need to stay ahead of the curve and provide a seamless and efficient customer experience. One of the challenges that Telcel faced was in reducing wait times and improving the overall customer experience in their branches. With a large and growing customer base, Telcel needed a technologically advanced solution that could streamline its customer service operations. Hence, they opted for Wavetec’s queuing solution as a way to achieve their goals.
Solution
The solution that Wavetec provided to Telcel involved the installation of the Model M13 self-service kiosks in 30 of Telcel’s Customer Service Centers. These kiosks featured an ergonomic design and 17″ touch screens, allowing customers to easily select the services they wanted to avail, such as a new cell phone service contract, changes in packages, or buying a new cell phone.
Benefits
The Wavetec self-service kiosks provided numerous benefits to Telcel and their customers:
- Personalized screen images with Telcel specifications in accordance with brand guidelines created a cohesive and branded experience for customers
- Intuitive flow made ticket issuance simpler and faster, reducing the time it takes for customers to complete their transactions and minimizing wait times
- The possibility of integration with Telcel applications increased the functionality, offering more customer services, allowing Telcel to expand their service offerings and provide customers with a more comprehensive experience
- Reduction in waiting times improved the overall customer experience and satisfaction level
- Streamlined the service delivery process, making it more efficient and easy to access for customers
- Increased customer satisfaction, as customers were able to quickly and easily access the services they needed
- Freeing up staff to focus on more complex customer needs, improving staff productivity and overall operational efficiency
- Staying ahead of the curve in a competitive industry by incorporating new technology and innovative solutions in their branches
Customer Journey
Before the Wavetec solution was implemented at Telcel, the customer journey typically involved long wait times, confusion about where to go and what services were available, and frustration with complex service delivery processes. Customers would often have to wait in long lines to speak with a Telcel representative, and there was little information available to help them understand the services that were available to them.
After the implementation of the Wavetec solution at Telcel, the customer journey became much more streamlined and efficient. Here is a step-by-step of the customer journey after the Wavetec solution was implemented at Telcel:
Innovation in Action: Telcel’s Modern Customer Service Powered by Wavetec Technology
Telcel’s implementation of Wavetec’s self-service kiosks has been a resounding success, delivering prominent improvements in customer satisfaction and service delivery. Telcel is highly satisfied with the implementation process, as well as the practical and user-friendly interface of the kiosks. There is a decisive plan to deliver more functionality and further streamline the process. It is a testament to Telcel’s commitment to constantly improving and optimizing the end-user experience. Through its partnership with Wavetec, Telcel has set a new standard for innovation and customer service excellence in the telecommunications industry, and we look forward to future collaborations in this exciting and rapidly evolving field.
