The Challenge: Integrating the employee and customer experience into a cohesive whole.
In 2016, Telefónica established a division focused on the development and distribution of IoT solutions through the company’s internal sales channels. These new products needed to be effectively communicated to the sales force to be able to attract potential customers and meet the ambitious goal of connecting 1 billion devices within three years.
Sie sehen gerade einen Platzhalterinhalt von Vimeo. Um auf den eigentlichen Inhalt zuzugreifen, klicken Sie auf die Schaltfläche unten. Bitte beachten Sie, dass dabei Daten an Drittanbieter weitergegeben werden.
Mehr InformationenTELEFÓNICA IoT: Company experience with spatial impact
The Challenge: Integrating the employee and customer experience into a cohesive whole.
In 2016, Telefónica established a division focused on the development and distribution of IoT solutions through the company’s internal sales channels. These new products needed to be effectively communicated to the sales force to be able to attract potential customers and meet the ambitious goal of connecting 1 billion devices within three years.
Not having its own sales force and needing the collaboration of other areas of the group, it was crucial to create a workplace that would foster a unique company experience, encouraging people to visit and attracting potential customers.
The challenge, together with the need to create a new team in a short time and with such an ambitious goal, required a strategy and a project that would accelerate the adoption of a New Work model and generate the environment of innovation necessary for the development of solutions.
Pax: 200
M2: 2.000
Sector: Technology
Location: N/A
Year: 2017
The Solution: Transforming the office as a lever to drive strategic objectives
The development of the Company Experience ®, aimed to turn Telefónica IoT into the 100% digital organisation of reference, aligning all the disciplines impacting New Ways of Working: Technology, Organisation and Processes, Spaces and Architecture and Culture.
With a holistic strategy, a transformation of spaces and associated technology was carried out, supported by change management to implement the New Work model effectively.
This New Work model and the creation of the customer experience in the workspaces enabled Telefónica IoT to make significant progress toward achieving its objectives.
The Keys to Success: An innovation ecosystem and a participatory process
A major differentiator of the project was the creation of sample corners that established a route through the office’s functional spaces. This layout allowed stakeholders to explore various IoT applications while gaining insight into the group’s culture and ways of working.
The role of the ambassador was crucial throughout the project.
This individual facilitated change management, supported both bottom-up and top-down communication, and served as a focus group. The ambassador provided valuable feedback, bringing intelligence to the operation of the area in its practical and organisational aspects.
The Results: Pioneers in the Telefónica Group
Thanks to its new innovation ecosystem and integrated customer and employee experience, Telefónica IoT set a benchmark within the group. This success led other divisions with similar needs to adopt the model.
The project received high satisfaction ratings from the team, and the experience for both the sales force and visiting customers in the new workspace was especially remarkable.
