Onboarding, customer care, and promotions are all moving away from the physical and towards the digital.
How can telcos manage the digital shift?
For the last decade, MNOs have been busy selling data so people can do more things digitally – from streaming movies to ordering taxis.
In a post-Covid world, telcos will have to ‘eat their own dog food' and apply digital technologies to transform business processes and customer experiences.
After all, many MNOs still rely on ‘analogue’ processes in physical high street shops.
Now, they need to launch new digital journeys for their customers.
Thales can help in the following domains.
Secure enrolment with a trusted digital identity platform
Foremost, MNOs must answer a fundamental question: how to verify the identity of customers not physically present?
Thales provides a solution integrating our trusted digital identity platform into the MNO mobile application.
- MNOs can capture and verify a subscriber's ID document (passport, driver's licence, etc.) and perform biometric verification (face matching and liveness detection)
- This process allows to avoid fraud and to comply with existing local regulations while protecting the subscribers' personal data.
New SIM formats to make things easier
Thales’ new SIM formats also make it easier to go digital.
Take the eSIM.
This is more appropriate for new consumer devices such as wearables, watches, fitness bands, etc. Also, an increasing number of smartphone models include an eSIM. The presence of an eSIM makes it easier for users to activate their subscriptions over the air—no need to go to a shop.
But there's more.
Simplify eSIM activation within a mobile app
With end-user behaviour shifting to online and digital, and eSIM volumes increasing, it is important to propose a smooth and convenient user experience to activate eSIM subscriptions.
Thales's solution allows transparent eSIM profile download through mobile apps without scanning a QR code.
It simplifies operations for the MNO with minimized backend integration workload.
For the end user, there are benefits as well in using a carrier app to manage their subscription. It provides greater flexibility, better accessibility and availability of the services and a more personalized experience for improved customer satisfaction and loyalty.
Easier initial setup
Meanwhile, Thales Instant Connect makes the setup even easier.
Until recently, customers would need to connect their devices via Wi-FI or Bluetooth to activate their subscriptions. Instant Connect builds in a pre-bootstrap subscription so that any eSIM-ready device connects to the mobile network at first power-on.
Of course, the MNOs responsibility doesn’t end at the initial setup. It extends across the lifetime of the device.
Device management
It can be challenging for MNOs to have an accurate view of their subscribers' device models, or, for small-sized mobile operators, to ensure the subscriber devices have the relevant settings to enable data connection.
Thales Device Management Center (DMC) helps operators overcome these challenges. As soon as it detects a new handset on the network, DMC automatically registers the device model and the associated subscriber. It can also configure the networks settings.
DMC supports the operator in managing the digital customer relationship with device change notifications to trigger targeted promotions to enhance subscriber loyalty and increase ARPU.
Thales’ digital customer relationship solutions
Thales solutions can help telco connectivity providers offer trusted digital journeys to their customers.
They include:
Building a 5G world we can all trust
How Thales is helping telcos maximise revenues and minimize risk in the 5G era
Download the whitepaper