Mobile Operator Case Study

Challenges

In the past, XYZMO_CUSTOMER’s much more than 1.000 Corporate Stores processed and activated new customers with a service agreement using a manual process. This process involved the customer selecting a new phone and then working with the sales attendant to complete the transaction. This involved the customer providing personal information such as a driver’s license and verbally providing additional information such as a social security number for a credit check. All of this data collection and data entry was very time consuming, prone to errors and not secure, especially with the sharing of sensitive information such as social security numbers. Along with data collection, the customer had to sign several copies of the service agreement and these copies were stored at an external company, at a considerable expense to XYZMO_CUSTOMER, with retrieval time consuming and expensive. The entire process was not optimal for the customer, with the time lag of at least 30 minutes for activation from initial store entry. Additionally attention to other potential customers not being helped in the store also suffered, with the focus centered around the manual activation process, one new customer at a time.

Requirements

XYZMO_CUSTOMER elected to automate the new customer activation process as much as possible. Requirements included:

• Swipping of the customer drivers license and credit card, to capture personal information
• Customer entry of their social security number on a soft keypad, for added security
• Electronic presentation of the activation agreement, for customer review
• Customer handwritten signature captured electronically, then document is sealed, to detect possible manipulation at a future date
• Electronic original is stored in XYZMO_CUSTOMER’s DMS
• Electronic original is sent to the customer through email.
• Elimination of paper service agreements, reducing the cost of paper
• Reduction of labor expended on new service agreements

Solution

Achieving its goal to electronically sign contracts and agreements at point of sale, this XYZMO_CUSTOMER implementation really represents one of the largest e-signature technology roll-outs ever completed. For the xyzmo SIGNificant Group this successful project represents a delivery on the company’s commitment to provide top level digital and electronic signature technology to various industry verticals where handwritten signatures are part of the daily processes. In addition, XYZMO_CUSTOMER’s dedication to customer satisfaction is strongly represented by this ambitious e-signature technology roll-out.

The activation process in the XYZMO_CUSTOMER shops will now be much faster and much more efficient due to the integration of xyzmo SIGNificant’s electronic signature technology. The xyzmo SIGNificant technology has proved itself already during very demanding times like the launch of a new phone when a large number of transactions was processed at the XYZMO_CUSTOMER corporate stores in record times. Customer acceptance and feedback was and continues to be extremely positive. Waiting periods shortened significantly. Thus, customer service is significantly improved because the sales personnel have extra time to focus on offering better assistance to their customers.

With the current process, the customer gets a new phone activated in less than a few minutes.  xyzmo’s solution ensures that the customer’s information is accurately and automatically captured and populated into the XYZMO_CUSTOMER service agreement, and that the contract is electronically signed and, optionally, emailed to the customer.

The updated signing process at XYZMO_CUSTOMER stores now involves scanning or swiping a credit card or driver’s license to obtain important information and to automatically populate it into the electronic Service Agreement. Any additional but required data can be captured via a soft keyboard and signing/sealing the Service Agreements is now done fully electronically.

Verification of the authenticity and integrity of the Service Agreement and storage problems are no longer an issue for XYZMO_CUSTOMER and its customers because of the solution brought to the table by the xyzmo SIGNificant’s technology.  This process ensures a high level of efficiency as well as customer acceptance and satisfaction – the customer signs on a signature pin pad exactly as he or she would do on a paper-based service agreement.

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