SYGRIS - CASE STUDY

Responsible business
channel
Telefónica

How to manage and monitor the enquiries of Telefónica stakeholders.

“With Sygris, Telefónica has automated the Management of the Responsible business channel, improving traceability and oversight of all enquires and complaints received. This has reduced our workload by 20%”.

Andrea Bua Gutiérrez,
Expert in Sustainability at Telefónica

The Challenge

Telefónica has always been dedicated to responsible communication, both inside and outside its organisation. Thus, it was essential to establish a Responsible business channel that is agile and well-organised, allowing us to see the status of complaints in real time. However, the main problem was that Telefonica did not have a unified platform to collect and work with all the available information. Until then:

Telefónica managed all the information from concerns and complaints of its various stakeholders using Excel. Thus, the company could only collect data but not extrapolate them or update them easily.

The procedures for complaints, communication and requests were conducted manually by email, making the process cumbersome and time consuming.

The calculation of the indicators included in company reporting were very limited.

The Challenge

Poorly optimised communication channels

The traceability of the information facilitated verification. The integration of the data into a single system helped to improve the efficiency of the process.

What we did

The first step was to create an internal form on their website, connected directly to the Sygris data base. In this way, Telefónica was able to access updated information at any moment.

Secondly, we focussed on the Responsible business channel itself, creating a tool in Sygris that enabled Telefónica to:

– Determine if the queries were consistent.
– Assign a responsible person to resolve it.
– Communicate with different external users (and from different sources).
– Generate the necessary KPIs for automatic reporting.

Benefits

The change brought many benefits to Telefónica in terms of monitoring and controlling stakeholder queries. And, above all, Sygris managed to reinforce the company’s commitment to ethics and integrity, thanks to the improvement of its Responsible Business Channel.

There was a reduction in cost/time. By unifying the process in a single online platform, the company collects information automatically. In addition, it allows the inclusion of data from external sources.

And, now, 100% of the information is in Sygris. The classic Excel files are a thing of the past. And therefore users can access it.

In addition, there was an increase in data quality to 100%. Telefónica now obtains much more accurate information, allowing verification by both internal roles and external auditors.

Plans are now more realistic and closer to home. The company can build them considering the country’s environment and evaluating the risks and opportunities of the different businesses.

0 %

Savings in development costs

0 %

Capacity for project growth

0 %

Savings in process management time

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SYGRIS - CASE STUDY

Responsible businesschannelTelefónica

The Challenge

The Challenge

What we did

Benefits

Responsible business
channel
Telefónica