Odido
Cutting human-assisted contacts by 50% using Signicat's authentication with iDIN
As one of the leading service providers in the Netherlands, Odido is committed to making technology more human-centric. Recognizing that technology should be accessible to all, regardless of background or location. Technology is for everyone, isn‘t it? Wherever you come from, wherever you go – with Odido, everyone participates in the digital world. Technology for the company is meaningful, sustainable, and inclusive. That’s why it should be easy and hassle-free for all customers.
– With an iDIN authentication solution from Signicat, we've streamlined processes and reduced Human Assisted Contacts by nearly 50%, marking a significant milestone in customer service excellence.
Customer Journey Manager at Odido
Challenge
As for the foremost mobile phone company in the country, excellence is not just a goal but a necessity. That means every aspect of daily operations must function without interruption, leaving no room for errors, bugs or any imperfections. Customer experience must be top-notch, and robust technological solutions should always meet the latest innovations and trends. That‘s the recipe for success.
However, even for the largest mobile phone company like Odido, there are obstacles to overcome and processes to polish. The company faced a challenge while verifying existing customers during SIM swaps. Previously, existing customers could request a SIM change and have it delivered by post.
The process has been significantly improved, allowing customers without a working old SIM card—whether it was lost or stolen—to easily perform a SIM swap online. Previously, this was not possible as a code could not be received on their SIM card. However, with iDIN, customers no longer need to visit a physical store or contact customer service by phone. This makes the process much more convenient, faster, and user-friendly for the customer.

Image source: https://merk.odido.nl/en
Solution
It's a widely known stereotype that customer satisfaction is lower in telecommunications than in other industries. It is time to shake that off, isn't it?
That's why, while carefully choosing a provider, an essential aspect for Odido was the quality of User Experience. Customers needed to have a smooth process without any hesitation. That's when Signicat together with RIS Rabobank crossed Odido's path.
Now, through integrating iDIN through Signicat platform, Odido has a streamlined process regardless of whether customers have the app or not. A company can now validate and match customer data and activate a SIM after the iDIN check. This not only enhances customer convenience but also improves the company's operational efficiency.
In the near future, Odido will also adopt Signicat’s ID Document and Biometric Verification (eIDV) solution to enhance customer onboarding, delivering a seamless and secure experience across both digital and in-store channels. This powerful combination will further reduce manual processing, ensure a smooth and user-friendly process, and significantly decrease customer drop-off rates.

Image source: https://merk.odido.nl/en
Result
Odido's adoption of an iDIN authentication solution from Signicat for self-service has proven to be a game-changer. Odido reduced Human assisted contacts (HAC) by nearly 50% since the introduction of iDIN from Signicat. Also, since October 2022, the company received 1.600 fewer calls on average per month for both Tele2 & Odido. Yearly, the savings have been significant, with the total reaching hundreds of thousands!
These results spurred an expansion of Odido's and Signicat's collaboration. iDIN authentication will be introduced to other brands under Odido's name, such as BEN and Simpel, making approximately 8 million customers even more happy.