20 August, 2020

How can digitalization minimize security concerns in customer onboarding?

By: Cesilia Faustina

The mobile industry is a powerful one with no signs of slowing down. With a global subscriber base that surpasses 5 billion in 2017, this industry is creating great opportunities for expanding the digital landscape. Thanks to the power of digitalization, many mobile providers are able to reach greater areas when it comes to providing people with mobile services.

In addition, let us remember that our culture now revolves around the mobile industry, to not have a mobile phone is to commit communication suicide. So, of course, mobile providers are constantly going to be an important part of our lives, and the aim to reach people of all corners of the world is no joke. Service providers aim to reach everybody from the low to the high-income citizens, and digitalization is making that possible.

Unfortunately, it is not always easy to register a line with full identification authentication. Security has always been a serious concern for onboarding processes, and ID verification has always been a problem within this industry. Digitalization has changed that though.

We are witnessing more opportunities for mobile providers to create a conducive onboarding process. Through secure identification operations, mobile providers, sales agents and customers can now be at ease when dealing with customer onboarding.

According to research by the World Bank, an estimated one billion people lack legal identification, at the same time, they suggested a digital ID ecosystem can offer significant benefits to private and public sectors. So, the need for a secure digital ID system is there, this is why we are looking at some of the main points to note when it comes to adopting a digital customer onboarding process.

Validation from all sides

By making use of a customer onboarding system, we are witnessing a powerful mean of implementing a conducive onboarding experience. The use of a digitalized customer onboarding process means all parties involved can get the job done while providing secure ID validation. Whether somebody is purchasing a SIM via POS, shops or call centres, ID verification can be done with direct certainty.

As we know, there are many methods of SIM purchasing, and registering along with ID verification can be a long and gruelling process, especially when done manually. Creating a digital environment means mobile providers can register customers in no time and directly through a system.

Once a customer submits their information and documents, the system should automatically document the customer’s information, where the agent will digitally insert and registers them. Now consumers will have greater opportunities and portals to have a line registered, whether they do it via mobile apps, web access or more, a digitalized system creates a connected system amongst providers and agents alike; ensuring a direct and accurate process for both parties.

Simple validation process with a customer onboarding system

Safe and digital validation

Obviously, if you insert information manually there is a bigger chance of getting things wrong or mistaken; having everything done through a digital platform will simplify the whole customer onboarding process.

Once somebody registers their information, it may be transferred right away to the back office for them to confirm the customer’s ID and data. It is from there where they may reject or approve a line and automatically update this information accordingly. This also applies for any suspensions and rejections that appear through the line. This will be automatically updated to any relevant agents or channels.

Automatic updates and direct ID validations mean the ability to securely and quickly register a line within a short time span. This is only possible with the help of digitalization, allowing direct contact and validation amongst different parties.

Taking care of sensitive data and information surely means that there requires absolute security implementation for a digitalized environment. The use of the software management system will create a safe place where all data will be stored securely, as well as any validation processes. Access to such information can also be limited depending on whoever should view the information and shouldn’t.
Customer onboarding system process

All possible with integration

So the power of digitalization allows for ease when it comes to validating ID and security concerns, but let us not forget the core of this ease, integration. By having an automated system, it can seamlessly integrate with other sectors or parties, making security and validation as a problem of the past.

Many digital onboarding systems allow for integration with the Civil Status and Passport Department, as well as government bodies like the Management of Residence and Borders to help speed up the process of ID verification, with full accuracy, whether local or non-local. Data from these government bodies can be stored in the customer onboarding management system, making it easy for employees to confirm a customer’s ID. This also includes fingerprint identification. Many citizens will have their fingerprint data reported, which makes such forms of validation a no-brainer.

In addition, many of these systems also integrate with e-payment services, such as mobile money and e-top up systems, which means payment can be quickly verified and the approval and rejection of such lines can be easily managed and maintained.
The rise of digitization when it comes to such processes has made it so much easier for providers to create a safe environment for customers in registering their line. It also helps to prevent any opportunities for fraud. On top of that, it not only keeps the process safe, it also creates validation operations that is fast and fully automated. Who really can complain about this?

As the world is developing itself into the world of digital transformation, mobile providers can now sit back knowing they can improve customer satisfaction with security convenience.

For more information about customer onboarding systems, check out ESKADENIA's SIM Registration management system, ESKA Customer Onboarding.

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About ESKADENIA Software

ESKADENIA® Software is a three-time MENA Award Winner & CMMI® level 3 certified company that is active in the design, development and deployment of a range of software products in the Telecom, Insurance, Enterprise, Education, Healthcare, and Internet application areas. The company is based in Jordan and has sales activities in Europe, the Middle East and Africa; more than 85% of its sales are exported to the global market. For more information, visit, or contact us at