Telcos and the fully digital customer relationship

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 manage eSIM subscriptions via a mobile app.

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. 

The solution can enable as well eSIM subscription transfer from one device to another, when purchasing a new eSIM smartphone or in case of lost or stolen mobile phone.

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.

Thales’ digital customer relationship solutions

Thales solutions can help telco connectivity providers offer trusted digital journeys to their customers.

They include:

• DigitalTelco Suite
• Trusted Digital Identity 
• eSIM
• eSIM management