Case study

Adamo

COMPANY TYPE

Telecommunications Service Provider

Project goal

To develop a self-care portal using TM Forum standards

COMPANY SIZE

400-500 employees

Project duration

2021-2022

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Challenges

Solution

Outcomes

Fragmented and non-standardized systems

Integration of TM Forum APIs for standardization

Improved system interoperability and future scalability

Scalability issues with monolithic systems

Development of a scalable self-care portal

Reduced operational costs and increased efficiency

High volume of customer service inquiries

Self-care portal for account management and support

Lower call center traffic and cost savings

Data fragmentation and poor inventory quality

Real-time data synchronization through the portal

Enhanced data quality and insights for targeted offers

Complexity in migrating to ODA

Step-by-step migration with TM Forum standards

Smooth transition path to advanced digital architectures

Challenge

Fragmented and non-standardized systems

Solution

Integration of TM Forum APIs for standardization

Outcomes

Improved system interoperability and future scalability

Challenge

Scalability issues with monolithic systems

Solution

Development of a scalable self-care portal

Outcomes

Reduced operational costs and increased efficiency

Challenge

High volume of customer service inquiries

Solution

Self-care portal for account management and support

Outcomes

Lower call center traffic and cost savings

Challenge

Data fragmentation and poor inventory quality

Solution

Real-time data synchronization through the portal

Outcomes

Enhanced data quality and insights for targeted offers

Challenge

Complexity in migrating to ODA

Solution

Step-by-step migration with TM Forum standards

Outcomes

Smooth transition path to advanced digital architectures

Context

MTC Namibia, the largest telecommunications service provider in Namibia, offers a comprehensive range of mobile and data services. The company is dedicated to delivering communication solutions to both urban and rural communities, striving for innovation and excellence in service delivery.

Context

Adamo is a telecommunications service provider located in Spain, specializing in delivering high-speed fiber-optic broadband services. Positioned as a challenger in the telecom market, Adamo aims to provide robust and reliable connectivity, focusing on both urban and rural areas. The company’s mission is to enhance digital inclusivity by bridging connectivity gaps, particularly in underserved regions.

Challenges

Before the implementation of the self-care portal, the company faced different challenges:

‍1. Fragmented system
Adamo had disparate and non-standardized BSS (Business Support Systems) and OSS (Operations Support Systems) components. The lack of integration led to inefficiencies and difficulty in managing customer interactions effectively.

2. Scalability issues:
‍Their existing systems were monolithic and proprietary, which hindered the ability to scale operations incrementally.

3.Customer service bottlenecks
‍With a growing customer base, the volume of service inquiries and support requests overwhelmed Adamo's call centers. This led to increased operational costs and longer response times, impacting overall customer satisfaction.

4. Migration complexity
‍Adamo's transition to an ODA (Open Digital Architecture) framework was complex due to the absence of standardized processes and the need for seamless integration of new and existing systems.

Project overview

To address these challenges, Alvatross developed the Mi Adamo self-care portal, leveraging TM Forum standards to prepare for a full ODA migration. This involved assessing Adamo’s systems, planning API integration for better standardization and interoperability, and creating a user-friendly interface.
The portal was then integrated with Adamo’s existing BSS and OSS systems, enabling real-time data synchronization and streamlined customer service.

Solutions & Innovations

The Mi Adamo portal brought several innovative contributions to the company’s overall success through

TM Forum standards

By using TM Forum APIs, the portal facilitated seamless integration with Adamo’s existing systems and set the stage for future upgrades to ODA components.

Enhanced customer experience

The portal allowed customers to self-manage their accounts, reducing dependency on call center support. It included features like bill notifications, early problem diagnosis, and debt management, contributing to improved customer satisfaction.

Operational efficiency

The self-care portal reduced the workload on customer service representatives, allowing them to focus on more complex issues. This led to cost reductions and increased operational efficiency.

Data-driven insights

The portal collected valuable customer data, enabling Adamo to analyze usage patterns, predict churn, and create targeted offers. This data-driven approach helped in tailoring services to individual customer needs.

Outcomes

The transformation led to remarkable improvements for MTC Namibia:

Improved customer satisfaction: Customers appreciated the ease of managing their accounts through the portal, which led to higher satisfaction and reduced call center traffic.

Cost savings: By decreasing the volume of calls handled by customer service representatives, Adamo realized significant cost savings. The portal also enabled efficient billing and debt collection processes.

Scalability and flexibility: The use of TM Forum standards provided a scalable solution that could adapt to future changes and integrations. This approach aligns with industry trends towards standardization and enhances Adamo’s ability to respond to market shifts.

Future-proofing: The integration of TM Forum APIs set a solid foundation for Adamo’s eventual transition to ODA components. This step-by-step approach mitigated migration risks and ensured a smoother transition to advanced digital architectures

Improved customer satisfaction: Customers appreciated the ease of managing their accounts through the portal, which led to higher satisfaction and reduced call center traffic.

Outcomes

The implementation of the portal yielded the following benefits: