Digital channels now handle 40% of customer transactions, up 12% year-over-year, with 72% of users active
With 72% of customers holding active digital accounts and the mobile app dominating operations like recharges and eSIM activations, the company eyes AI enhancements and two-factor authentication to boost security and experience.
Key Points
- 40% of transactions now digital, +12% YoY; 72% customers have active accounts, 1/3 use monthly.
- App handles recharges, data, eSIM, service changes; site for invoices, consumption checks.
- New features: eSIM automation, prepaid-to-contract switches, roaming tool, tourist eSIMs.
- Upcoming: 2FA, router management, AI service, easy web sign-ups.
Andorra Telecom's digital channels now account for 40% of all customer transactions—covering services available both in-person and online—reflecting a 12% increase in usage over the past year. Around 72% of customers have an active digital account, with more than a third using it regularly each month.
The mobile app has become the operator's main hub for business operations, handling most purchases and contracts such as recharges, additional mobile data, eSIM activations, and changes to internet or TV services. The website's online store focuses primarily on informational tasks like downloading invoices and checking consumption, while its public pages serve as a commercial showcase to draw in new customers.
This shift highlights changing user habits. In the last year, Andorra Telecom introduced key features including full eSIM automation, digital switches from prepaid to contract plans, a roaming recommendation tool, and eSIM options for tourists that provide instant mobile service without visiting a store and at competitive prices.
The company is pursuing additional enhancements to improve security and user experience. Planned updates feature two-factor authentication, app-based router management with home delivery options, AI integration for better customer service and processes, and streamlined web sign-ups for new accounts. These digital tools complement traditional in-person and phone support.
Original Sources
This article was aggregated from the following Catalan-language sources:
- Diari d'Andorra•
El 40% de les gestions es poden fer a l’app
- El Periòdic•
El 72% dels clients d’Andorra Telecom utilitzen serveis digitals mentre l’app es consolida com a principal canal
- Bon Dia•
L’app d’Andorra Telecom concentra ja el 40% de les gestions que els clients poden realitzar
- ARA•
L'ús de l'app d'Andorra Telecom creix un 12% el darrer any
- Diari d'Andorra•
L'aplicació d'Andorra Telecom ja concentra el 40% de les gestions que poden fer els clients