Large enterprises like Hamrah Aval (MCI), Iran's leading mobile telecommunications provider, rely on a complex ecosystem of systems and contractors to manage their operations. For instance, key applications such as My MCI, CRM, and the main portal are handled by different vendors, creating silos that complicate oversight. While internal monitoring and infrastructure metrics appeared stable, end-user complaints flooded in through various channels, highlighting discrepancies between backend performance and real-world experiences.

These feedbacks were forwarded to the respective contractors, but they lacked professional rigor—often unprovable or unsubstantiated, making it hard to drive accountability. Senior managers at Hamrah Aval sought definitive assurance on application performance, frustrated by the gap between perceived system health and actual user satisfaction. This disconnect risked eroding customer trust and operational efficiency in a competitive telecom market.

Without a unified, evidence-based approach, pinpointing issues across fragmented systems proved elusive, leading to persistent bugs that affected user engagement and brand reputation.

Adak introduced a state-of-the-art testing and quality lab to evaluate all applications from the end-user perspective in a fully realistic environment. Using real devices—including flagship models from major brands that represent 80% of market usage—we initiated comprehensive testing and continuous monitoring to simulate everyday scenarios accurately.

Our team delivered precise analytical reports, complete with screenshots, videos, and full device logs, empowering Hamrah Aval to hold targeted meetings with contractors. This collaborative process not only identified hidden flaws but also fostered proactive fixes, ensuring quality improvements were data-backed and sustainable.

Remarkably, the mere announcement of our documentation-focused lab prompted contractors to resolve 50% of bugs upfront, while our issue-tracking system eliminated longstanding issues that surfaced during off-hours or post-version updates, elevating overall coverage and scrutiny.

• Hamrah Aval (MCI) leads Iran's mobile market with over 60 million subscribers and digital services like apps and portals.
• It collaborates with multiple contractors for platform management, scaling operations amid quality control hurdles.
• MCI emphasizes innovation and user focus to sustain telecom dominance.

• Assess app performance from end-user views to close gaps between metrics and real feedback.
• Deliver provable evidence to enforce contractor accountability and quick fixes.
• Test on popular devices covering 80% of users for thorough quality checks.
• Set up continuous monitoring to avoid bug recurrences and aid management decisions.

• Tested on real flagship devices from top brands for 80% market authenticity.
• Produced reports with visual proofs and logs to convert complaints into fixes.
• Triggered 50% bug resolutions just by announcing the lab's documentation focus.
• Used issue tracking to eliminate glitches in off-hours or post-updates.
• Heightened scrutiny to spot and resolve overlooked coverage gaps.