How a leading telecommunications company transformed their customer sign up process with PlanetVerify
One of Europe’s leading telecommunications companies wanted to find a way to streamline and secure their new customer sign up process. Digital transformation was a high priority internal initiative and the area of customer sign ups was a particular focus.
When it comes to customer sign ups, there are three main problems that mobile operators face: Fraud, Data Compliance and Friction – and they are all related. For example, personal data compliance would not be a problem if there was no need to collect such data to fight fraud – and collecting and verifying personal data adds friction which can lead to sales drop-off. As a result, Service Providers must thread a fine line between a seamless customer journey, whilst operating in a complex regulatory framework, and the need to protect the business against fraudulent activities.
For telcos, the problem areas of Fraud, Data Compliance, and Friction are all interlinked and, within each area, there are a number of pain points that can only be solved by adopting a holistic approach.
The company was still relying on legacy tools like email to collect ID documents during customer sign up. The situation was an overly manual process that created a number of inefficiencies as well as issues around security and compliance.
It was clear to the team at PlanetVerify that any solution must be holistic and address each of the three problem areas of Fraud, Data Compliance, and Friction. Reducing fraud could not come at the cost of adding friction to the new customer sign up process – because extra friction would negatively impact sales. Similarly, any solution that did not adhere to GDPR requirements would leave the company exposed to potential fines and reputational damage.
The solution was designed with PlanetVerify acting as an intermediary between the customer and the Telco. This step – although seamless in terms of customer experience – was important as it gave customers a clear indication that the company was taking fraud and personal data compliance seriously. An API was used to gather data from the online sales process and trigger the identification process – which takes place entirely within the PlanetVerify ecosystem. Upon sign up, a PlanetVerify link would be auto-triggered and sent to the customer. This link brought the customer to a secure gateway to upload their ID documents.
Key aspects of the solution included:
PlanetVerify’s solution helped the Telco to reduce fraud as well as boost operational efficiency, security, and ensure GDPR compliance during the sign up process. Finally, new customers experienced a modern, digital and on-brand sign up process that meets modern expectations.