The mobile market in Norway is highly competitive, and as in any market, fraud is increasing – in particular in digital channels where it is harder to establish the true identity of the new customers.
This meant that Telia needed a solution to reduce fraud while maintaining security and a convenient user experience to become a new mobile customer online. In addition, the digital journey to on-board a new customer had to compliant with know-your-customer (KYC) regulatory requirements.
In April 2019, Telia Norway required all new mobile users signing up through their web page, to verify their identity digitally using the Norwegian electronic identity (eID) BankID, delivered through Signicat.
“By using digital identity to verify new mobile customers," said Geir Jangås, VP Digital and Analytics, Telia Norway, "we have not only achieved our goals of significantly reducing fraud, but we have also demonstrated to our customers that Telia Norway delivers innovation and security focused around their needs by maintaining a convenient user experience."
To become a customer of Telia, the customer journey is short and simple: the customer types in their existing mobile number and date of birth, and then choses BankID or BankID on Mobile, in the few simple steps shown below.
Since the launch, Telia Norway has reduced fraud cost by ca. 4 million NOK. The user experience is simpler and the steps to become a new mobile customer has been reduced significantly. Telia has been able to redeploy two full time equivalent people devoted to manually following up and verifying customer data, to tasks that create more value.
Furthermore, although Telia Norway required all new customers to present their digital identity during onboarding, this did not reduce the completion rate, which remains at over 70 %.
As one of the Nordics’ largest mobile network operators and part of Telia Company Group, Telia Norway has a strong focus on security and innovative services. This involves to be a trusted partner to both consumers and businesses. With a net sales in 2018 of SEK 85,965 million and 24.2 million mobile customers across 9 markets in the region, Telia has been a market leader since 1993.
Marie is Vice President of Market Development at Signicat.
February 24 2020