The customer experience has always been key for a business looking to be successful. In the past, it used to start from the moment a customer entered a physical store, through to the point of sale and even beyond as customers returned for additional services. With digitization, however, the touch points between a customer and a business have multiplied exponentially. With businesses having websites, social media, chatbots and more available to customers 24/7, the customer experience has changed forever. Despite an increase in the interaction between businesses and consumers, digitization has in many cases simplified the overall customer journey. Customers can and now often expect to make a purchase or receive a service with just a few clicks of a button.
The Frustration of Physical SIMs
In the telecom world, the physical customer experience has become well-known to consumers. It usually starts in a shop where the potential customer will interact with a salesperson. They will take the customer through an enrollment process called KYC (Know Your Customer). This process is designed to protect a telecom from criminal activity and involves establishing a number of factors including; a customer’s identity, the source and reliability of their funding and assessing additional risks. In many countries, it is mandatory for telecoms to make an ID and bank check of a new subscriber before issuing a SIM card. Many service providers do however allow customers to order a SIM card online, thus providing the first level of digitization. Users will still, however, be expected to complete the KYC process and may even be required to complete additional steps, such as sending a paper copy of their ID to the service provider.
Even though people are used to it, the user experience of buying SIMs online remains frustrating as the SIM card delivery time stands between you and your device activation. It can also be frustrating for network providers as the sooner a customer is connected the sooner they can be charged and may even start purchasing additional services and top-ups.
The eSIM Experience
eSIM will however remove these wait times as the SIM is delivered to the phone over the air. Despite the customer now being able to purchase an eSIM remotely, a fully digital customer journey is still possible with electronic Know Your Customer (eKYC). To complete the process customers may be required to download an app on their new smartphone using WIFI. Once on the app, a user will be able to go through a full digital subscription process. This process will cover all of the steps used when consumers physically purchase a SIM, allowing the service provider to check the user's ID remotely. Once the I.D. has been confirmed and payment has been processed, customers can download their eSIM and activate their device instantly. This completely removes the wait time of waiting for a physical SIM to be delivered and creates a much more rewarding customer experience.
SIM distribution digitization comes with a certain number of challenges starting with user education but at Oasis Smart SIM, we believe that it is a great experience as it significantly simplifies the customer experience and makes it much more enjoyable. Our full eKYC solution also offer providers piece of mind with seamless online I.D. verification and enrolment removing any friction from a customer’s journey.
About Oasis Smart SIM
Established in 2011, Oasis Smart SIM is a France and Singapore-based company simplifying Telcos, Service Providers and OEMs’ adoption of eSIM by providing a range of GSMA-certified eSIM infrastructures, platforms and services designed to simplify technology. Oasis Smart SIM is now a member of the GSMA and TCA (Trusted Connectivity Alliance), ranked by Counterpoint Research as the 6th Global eSIM Management Solution Provider in 2022.
Oasis Smart SIM is a subsidiary of Tata Communications Limited, a digital ecosystem enabler powering today’s fast-growing digital economy.