Going paperless – the future is already here for worldwide leading mobile operators

The customer is the core of all business transactions, especially within the Telecom Market, therefore having a competitive advantage is key for getting more business. Many mobile operators are focusing these days on an improved shopping experience that guarantees higher customer satisfaction. What is missing is a fully enabled electronic process at the point of sale, which completely eliminates paper based service agreements and sales receipts. Whenever paper is involved, waiting-times for customers are high and the mobile operator's sales personnel time to focus on the needs and wishes of their new customers is limited due to the their administrative work. By using xyzmo SIGNificant signature solution, printing documents just in order to capture the customer's signature is no longer needed. Our solution for Telecom POS (Point of Sale) solves the problem of signing electronic documents securely, while simultaneously reducing the costs and labor associated with paper-based processes and improving the time required for activation at POS, which generates more revenue and improves customer satisfaction.

 A simple process with great benefits!

By embedding the xyzmo SIGNificant signature solution, the activation process is fully digitized. Service agreements can be completed automatically with important information, simply by scanning or sweeping the customer's credit card or driver's license, while any additional required data can be captured via a soft keyboard. The agreements are signed and sealed electronically, and can be automatically sent to the customer using the provided email address. This simple, intuitive solution which is easy to integrate in any IT environment and easily accepted by customers, offers mobile operators the benefits of a secure, electronic environment. It enables them to dramatically speed up the activation process in their retail stores, generate more revenue at POS and of course, save money by going paperless. This way spending for paper, printing supplies, or shipping of service agreements is eliminated. In addition, the verification of the authenticity/integrity of the service agreement and storage problems of successfully completed service agreements are no longer an issue for mobile operators and their customers, thus giving customers an easier, less time consuming experience.

Among our satisfied customers are KPN Netherlands, WIND Hellas, mobilkom Austria, Hutchison 3G Austria, Orange Israel, one of the leading mobile operators in the US and additional providers worldwide. We are witnessing a great change in demand for electronic signature solution, as mobile operators learn that by embracing electronic signatures into their business environment they can dramatically improve results, due to the fact that this solution enables them to achieve two important goals, which are making and saving more money, resulting in a better bottom line with a quick and proven ROI.

WIND Hellas

WIND Hellas (previously known as TIM Hellas) is one of Greece's largest telecommunications operators with an annual turnover of €1.1 billion and more than 4.4 million customers. The process used at WIND's POSs for the creation, printing, signature, collection of assorted documentation and their dispatch to the Contracts Administration Department of WIND was not only time, cost and labor consuming but also resulted in a serious amount of workload in the Contract Administration Department, since that every-day business at the POS's produced a significant amount of paper (hard-copy) documents that needed to be digitally handled and managed as a whole by this department's resources. The company was looking for a solution that will approach their needs in a holistic manner and suit their organization, processes and systems' related frameworks.

xyzmo SIGNificant's solution addressed all of WIND's needs, therefore it was chosen as the winning proposal of the open bid they conducted for this purpose. SIGNificant fully integrated the connection between the new and existing applications and in addition the solution also required no changes to WIND's existing business practices, including a wet-ink signature on a hardcopy contract. In order to allow both physical and digital signature of the same document, the HW used was one that allows ink and digital signatures by placing a hard-copy contract over the tablet surface. This tablet can also collect biometric signature traits that are unique to each person's signature (pressure, speed, acceleration and angle). Another requirement fulfilled by SIGNificant was adding the contract's supporting documentation (i.e. customer ID) to the exact signed document.

From day one, WIND realized savings from the rapid and complete integration of the SIGNificant signature solution:

• Thanks to the fully digitized process, the contract data is available to the back office systems for real-time decision making at the head office and for immediate electronic archiving.
• Improved customer service, due to the comfortable electronic transmission of contracts, thus enhancing customer experience and elevating Wind's brand image.
• Elimination of contract duplication and/or loss.
• Increased efficiency of sales staff and reduced processing times.
• Sending the contract to the customer via email is possible – no need to print two contracts.
• The solution is intuitive and requires minimal training of sales staff. In addition it also requires no changes in habits – "sign as you always did".

One of the largest mobile operators in the US

In September 2008, one of the largest mobile operators in the US launched a program which drastically reduced the new-cell phone activation time in the company's more than 1,500 nationwide corporate stores from 35 minutes to only 5 minutes. Being an integral part of this program, xyzmo SIGNificant provides a unique, secure, reliable and scalable electronic signature technology fully integrated into this mobile operator's existing activation platform that allows it to process all new service agreements and sales-receipts in all corporate stores nationwide (currently more than 8,500 point of sales stations) fully electronically.

The activation process in this mobile operator's stores is now much faster, efficient, effective and secure thanks to the use of various functions of the provided xyzmo SIGNificant technology: the service agreements are now automatically populated with accurate data captured while scanning/swiping a driver's license or credit card of a new customer; the social security number is securely entered on a soft keyboard on Ingenico 6780 devices and no longer shared with the sales personnel; customers review the electronic service agreement before electronically signing it on the Ingenico 6780 device; the service agreement becomes an electronic original when it is sealed with the xyzmo SEAL which is the superior sealing method of the xyzmo digital and electronic signature solution; storing the electronic service agreements directly into the existing document management system of the mobile operator and sending it to the customer over email concludes this fully enabled electronic process at point of sale which completely eliminates paper based service agreements and sales receipts, thus eliminating the cost of paper, printers, toners, courier costs (i.e. FedEx), scanning, long-time archiving and the labor associated. 

The completely new shopping experience guarantees customer satisfaction: customers now enjoy better service and assistance from the mobile operator's sales personnel due to the fact that they have extra time to focus on the needs and wants of their new customers; at the same time, waiting periods are substantially shortened – signing happens on a signature pin pad that is part of the Ingenico 6780 Device exactly as it would be on a paper-based service agreement. This mobile operator and its customers are now enjoying the benefits of a state of the art electronic signature technology at point of sale, which is part of one of the largest roll-outs of this kind of technology ever completed.

To learn more about xyzmo SIGNificant's solutions for mobile operators, please visit: www.xyzmo.com.

Contact:

Jürgen Hirtenfelder
VP Sales & Service
T: +43 7229 88060
E: sales@xyzmo.com
www.xyzmo.com