Simplifying SIM Dispensing and Duplicate SIM Issuance Through Smart Self-Service

For many telecom customers, getting a SIM card or replacing a lost or damaged one is a tedious and time-consuming process. They’re often required to visit a branch, wait in long queues, complete tedious identity verification, and only then receive their SIM card.

This manual, in-person process doesn’t align with the fast-paced, on-demand services customers expect today. Self-service solutions, like kiosks and smart screens, offer a much-needed alternative, giving customers the ability to handle SIM dispensing and activation on their own. Azimut’s Experience Development Kit (EDK) is stepping in to streamline these processes, allowing companies to build intelligent self-service workflows.

SIM Issuance

Telecom operators face several challenges when it comes to issuing SIM cards, but self-service solutions can address these challenges in ways that benefit both the customer and the operator:

• New Customer Onboarding: Self-service kiosks enable new customers to quickly obtain SIM cards, ensuring a fast, hassle-free connection and a positive first experience with the brand.
• Service Expansion: In remote areas, kiosks provide an easy way for customers to access SIM cards without travelling long distances, making services more accessible and improving satisfaction.
• Travelling Abroad: For travellers, self-service kiosks in airports and hotels allow quick SIM card access or replacements, eliminating long waits and simplifying the process.
• Additional Services: Self-service kiosks can also offer services like bill payments, mobile top-ups, and more, giving customers the convenience of handling all their telecom needs in one place.

Why Customers Need Duplicate SIMs

There are a few common reasons why customers might need a duplicate SIM, and telecom providers need to be prepared to handle them swiftly:

• Lost or Stolen SIMs: One of the most frustrating situations for a customer is losing their SIM or having it stolen. A quick replacement is necessary to prevent service disruption.
• SIM Damage: Over time, SIM cards can become worn out, damaged, or even break. Whether it's from constant swapping between phones or just the wear and tear of daily use, a damaged SIM means a customer can’t use their device properly.
• Switching Phones: Many customers will switch to a new phone or upgrade their device, which often requires a new or duplicate SIM. Whether it's for size compatibility or simply moving their data, having the option to get a duplicate SIM quickly ensures they stay connected without missing a beat.

Challenges in SIM Dispensing

• Manual Processes: SIM requests and activations are handled manually, requiring customers to visit a physical branch, wait in long queues, complete KYC (Know Your Customer) processes, and finally receive their SIM card.
• Resource-Intensive: Managing SIM replacements and issuances requires significant human resources. Operators need dedicated staff to process requests, which can be costly and inefficient.
• Customer Frustration: Customers are required to visit branches during office hours, which might not be ideal for those working full-time or with busy schedules. Long queues, delays, and inconvenient store hours create significant frustration and contribute to a poor customer experience.

Azimut EDK in SIM Dispensing and Duplicate

Azimut’s Experience Development Kit (EDK) simplifies the SIM dispensing and duplicate issuance process with automation and customised workflows that improve efficiency and customer satisfaction.

• Custom Workflows for Seamless Experience: Azimut EDK enables businesses to design tailored workflows, ensuring a smooth, consistent customer experience across self-service options like kiosks and smart screens.
• eKYC Integration: Before dispensing SIM cards, Azimut EDK integrates with eKYC systems to securely verify customer identities, ensuring a compliant and fraud-free process.
• Automated SIM Dispensing: Once the identity is verified, SIM cards are dispensed automatically, eliminating the need for manual intervention and ensuring fast service.
• Self-Service SIM Activation: Customers can activate their SIM cards instantly at any location and any time without assistance, offering a quick and hassle-free experience.
• Duplicate SIM Issuance: In case of a lost or damaged SIM, Azimut EDK allows for duplicate SIM issuance, using secure identity verification to ensure the right SIM is issued without requiring in-store visits or manual processes.

Real-World Applications – Du Telecom

Azimut's EDK has helped telecom giants like Du streamline their telco operations, including SIM management.

Du has successfully integrated Azimut’s EDK into over 200 self-service kiosks, offering customers a fast and secure way to obtain and activate SIM cards. With eKYC integrated for secure identity verification, Du ensures the process is both efficient and compliant. This automated solution reduces manual intervention, minimises wait times, and significantly improves the customer experience.

Want to see how Azimut’s EDK can transform your SIM management? Request a demo today to explore the possibilities.