Case Studies
Mi Adamo
Client
Adamo Telecom Iberia S.A.U.
Services
Digital Experience & Innovation
Industry
Telecom
Context
In Spain's competitive telecommunications sector, major operators vie for customer acquisition, especially in urban areas where connectivity is key. In this landscape, Adamo Telecom Iberia S.A.U. has taken a different path, focusing its efforts on connecting both cities and underserved rural areas, providing high-speed internet access to their residents. Adamo is a leader in expanding fiber optics to regions where few other operators venture.
As part of its commitment to improving customer experience and reducing reliance on support centers for minor tasks, Adamo decided to evolve its private customer area with the Mi Adamo project. This new digital platform aims to offer users a modern, accessible tool that enables intuitive and efficient self-management of their services, aligning with their expectations.
Challenge
In its process of expansion and continuous improvement, Adamo faced several key challenges in digitizing its customer support services, especially in rural areas where the user experience had to cater to a broader range of profiles. The Mi Adamo project was created to address these needs, focusing on the following primary challenges:
Reducing Dependence on the Support Center
One of the most evident challenges was reducing the workload at Adamo's support centers. It was observed that a large portion of calls focused on minor and repetitive tasks, such as downloading invoices or checking balances. Adamo needed a platform that allowed users to handle these inquiries independently, thus reducing demand on the support center and improving operational efficiency.
Diverse User Profiles
Adamo operates in both urban and rural areas, serving a diverse audience ranging from tech-savvy users to older individuals with limited digital familiarity. The challenge was to design a platform that was intuitive and accessible, catering to the needs of both young urban users and older individuals in rural settings who prefer a clear and simple interface.
Independence
For Mi Adamo to evolve independently and agilely, Adamo sought a platform that operated connected to the BSS system but did not directly depend on it. The architecture had to allow future enhancements and updates without compromising the stability of the backend system.
Reducing Dependence on the Support Center
One of the most evident challenges was reducing the workload at Adamo's support centers. It was observed that a large portion of calls focused on minor and repetitive tasks, such as downloading invoices or checking balances. Adamo needed a platform that allowed users to handle these inquiries independently, thus reducing demand on the support center and improving operational efficiency.
Diverse User Profiles
Adamo operates in both urban and rural areas, serving a diverse audience ranging from tech-savvy users to older individuals with limited digital familiarity. The challenge was to design a platform that was intuitive and accessible, catering to the needs of both young urban users and older individuals in rural settings who prefer a clear and simple interface.
Independence
For Mi Adamo to evolve independently and agilely, Adamo sought a platform that operated connected to the BSS system but did not directly depend on it. The architecture had to allow future enhancements and updates without compromising the stability of the backend system.
Solution
To address the challenges identified in the Mi Adamo project, SATEC implemented a comprehensive solution focused on creating an intuitive and accessible platform, achieving a flexible, efficient, and high-performance application.
To address the challenges identified in the Mi Adamo project, SATEC implemented a comprehensive solution focused on creating an intuitive and accessible platform, achieving a flexible, efficient, and high-performance application.
From the outset, SATEC's Digital Experience & Innovation team developed a design proposal based on a User-Centered Design (UCD) strategy. Using tools like the Business Model Canvas and the Value Proposition Canvas, key factors for Adamo's users were analyzed, identifying specific needs such as invoice self-management and service inquiries without needing to call the support center. This enabled the development of buyer persona profiles tailored to the diverse user base, from urban profiles to older individuals in rural areas, ensuring an accessible and relevant digital experience.
SATEC continues to provide evolutionary support and maintenance, ensuring that Mi Adamo evolves alongside market changes and user demands.
Results
The development of the Mi Adamo platform marked a milestone in Adamo's digital transformation, achieving significant results in both user experience and operational efficiency. Thanks to the implementation led by SATEC's Digital Experience & Innovation team, the following key outcomes were achieved:
Self-Management Features
The self-management features developed in Mi Adamo allowed users to perform tasks independently, such as downloading invoices, checking balances, and adjusting rates. This autonomy significantly reduced calls to the support center for minor inquiries, optimizing Adamo's resources and enabling greater agility in handling more complex cases.
Personalized and Seamless Experience
Thanks to insights obtained during UX sessions, we achieved a personalized and seamless experience that connects users, maximizes their satisfaction, and makes the app their preferred tool for managing all their services.
Unified Infrastructure
The decision to unify the technological infrastructure around Ionic, Angular, and the CMS Strapi allowed for greater agility in content management. Adamo's content management teams can now make updates and manage information through a simple and efficient workflow, without the need for additional tools.
Improved Flexibility and Scalability
The implementation of Mi Adamo has solidified SATEC as a strategic partner in user experience design for the telecommunications sector in Spain. This project highlights SATEC's ability to combine technology, business strategy, and user-centered design, achieving a direct impact on operational efficiency and customer satisfaction.
