Slovak Telekom Digitalized Retail Processes with a Single Device

We live in an era of digitalization and paperless processes, often exclusively online, where stores and branches struggle to keep up. Modern customers are accustomed to having everything they need on their phones with attractive visuals. At times, they feel as if they’ve stepped back into the previous century when leaving stores and branches with a stack of printed, signed contracts and paper notes explaining the agent’s offer. With its concept, Adastra transforms the online customer experience for stores and branches, enabling a true entry into the digital era.

With the goal of digitizing their stores, Slovak Telekom was an early adopter in Slovakia. The idea behind this project was to innovate stores by replacing piles of paper with digital versions, improving the customer experience with a single device for customer interaction during their visit, and most importantly, positioning Slovak Telekom as an innovative telecom company.

Solution Story

Adastra implemented a store digitalization solution for all Slovak Telekom stores in Slovakia in partnership with ELCOM and Proboston Creative. This unique concept features a device enabling offer display, Next Best Action, and paperless eSignature with biometry.

Setting the foundations, we chose the unique device Elcom Secure Sign II which helped us provide all required functionalities:

• Complete replacement of paper catalogs previously used in stores.
• Display of offers prepared by the agent or display of pre-calculated offers based on the client’s history and needs (visualization of devices, comparison of devices, rate plans, or offers).
• Display of contracts in digital PDF format to be signed with a digital biometric signature and delivered to the customer via email.
• Proposal of Next Best Action (NBA) – while the sales representative is processing an order in the CRM, the screen is used for NBA tailored for a customer.
• Cost-effective solution for store digitalization.
• GDPR-compliant solution.
• Notes – sales representatives can make their own notes directly on the tablet, allowing them to comment on the offers displayed.

Impact

The device is capable of displaying offers, proposing Next Best Action, and supports eSignature with biometry. Elcom Secure Sign II has integrated “smart card reader” for customer identification via ID card or a payment card and enables:

• Direct signing of documents
• Secure customer identification
• Cross-selling and up-selling of products
• Cost savings
• Speed up of processes
• Improved customer experience