Last updated: 05 February 2018
Since mobility and convenience have taken a foothold at the core of Mobile Network Operators’ businesses, we’ve seen an increased need to add more and more innovative services while ensuring customer security and trust. This trend has led carriers to implement different solutions to improve how they verify their customers’ identities and create digital identities to access services.
One particular challenge carriers are facing is enabling customer-centric workflow across all channels and reducing subscription fraud. But will using solutions such as Automatic ID verification really reduce subscription fraud? How can MNOs implement new methods of identity verification and at the same time improve customer experience? Are these methods aligned with an Omni channel experience?
The reality is that one answer doesn’t fix all these challenges, but a powerful combination of different technologies brings a new dimension to enrolment processes and customer identity management. We have proven evidence that the deployment of identity verification solutions across multiple channels will help operators to address these points. So, without further ado, here are reasons why Identity Verification is crucial for Mobile Network Operators.
- Improve customer experience
Automatic Identity verification simplifies the customer experience. This not only significantly decreases the enrolment time thanks to the digitalization of the data capture, but also assures the verification of customer identities (who they really are). It enables carriers to streamline and digitize workflows, reducing manual entry and paperwork which could take several days to process while customers get a smoother and faster onboarding experience.
- Customer-centric workflow across channels
We have found that another key success factor is to ensure a consistent experience and integration across different channels. Regarding in store deployment, the solution needs to adapt to its specific processes by providing an automatic tool to validate customer identity documents in a few seconds. And from the other side, when we deploy remote solutions, we need seamless tools for document capture and biometric solutions such as facial recognition and liveness detection to verify identities and provide instant access to services instead of waiting several hours or even days to access them.
- Low-friction engagement mechanisms
Traditional ID verification methods are subject to manual error and often result in a frustrating customer experience. In contrast, a digital ID verification solution leverages automated and systematic methods. Reducing friction by extracting data directly from IDs and other documents presented by the customer can reduce enrolment time by a factor of five and better populate CRM systems with accurate customer information.
- Streamline operations
Completing automatic Identity Verification streamlines several operations: data capture, manual ID verification, automatic population of customer data bases and facilitating remote access to services while maintaining customer security and privacy. To implement this solution, we work closely with different teams (such as retail, CRM, digital transformation and fraud) finding the right balance between operations and tolerance for user convenience.
Real time ID verification aims to establish whether a person is who they claim to be. This means that it can stop fraud before it happens. A fraudster can only abuse a service if we allow them access. For example, by verifying a government-issued ID presented by a customer in real time, carriers can reduce many issues when presented with fake IDs. Creating another factor of authentication with facial biometrics and liveness remotely offers additional assurance to validate whether or not a document is stolen, which helps mitigate the risk of spoofing.
- Enable full digital enrolment
In the era of digital transformation, the optimization of mobile capabilities is essential. Remote ID verification and biometrics can be used via mobile or web, and they can guarantee a fully digital experience. Our customers are now facing the challenges of digital transformation; to help them, these solutions simplify access to any services anytime and anywhere.
- Regulation compliance
Complying with regulations is an imperative, as governments seek stronger measures to prevent terrorism, money laundering, and other crimes that involve assumed identities. Today there are more than 90 countries where it is mandatory to verify customer identifies and keep identity records. These regulations are being updated and improved all the time.
- Reduce subscription fraud (Identity theft)
Deploying ID Verification services can also help to reduce fraud for MNOs. Document verification reduces identity theft and subscription fraud by identifying fraudulent documents in advance.
Furthermore, performing ID verification checks in front of customers was found to have a dissuasive effect on fraudsters and has therefore discouraged many attempts.
- Provide value through secure access to services
MNOs offer customers different value-added services such as IoT services, peer-to-peer payment solutions and SIM swap, and this list is growing all the time. By deploying an ID verification solution, MNOs could benefit from a consistent and unique Digital Identity that covers all services at the same time. Therefore, when an existing customer decides to buy a new service, or extend the functionality they already have, it can be done seamlessly, without any additional inconvenience by using their digital ID.
- New opportunities through digital services
A multi-channel solution for ID verification which also works remotely, provides a great opportunity for MNOs to take the first step towards the creation of a trusted digital identity. Here, MNOs can position themselves as trusted digital identity aggregators by validating the subscriber’s identity. This could then lead to further opportunities in complementary markets that require ID verification – from online gaming, to banking, to eGov services and many opportunities in the public and private sector.
To benefit from these technologies, it is crucial to find the good combination of technologies depending of the channel to enable identity verification, comply with regulations and align with business objectives. If MNOs can get on board with the technology now, it could generate immediate benefits in terms of efficiency and customer experience, while opening up many new opportunities in this digital era.