Reason for Modification
Update to Customer Care Procedures
TABLE OF CONTENTS
- Process Objective
- Departments Impacted
- Process Design
- Process Operating Effectiveness
- Appendix I – Process Description
- Appendix II– Process Flow Chart
- Appendix III – Glossary of Terms
- Appendix IV- Process Sign-off Form
To develop a process for the seamless transfer of services from one MSISDN to another when a SIM replacement is done.
To enhance the process to achieve the following:
- Streamline the procedure for the transfer of services when a SIM is replaced
- Educate/inform all Personal Corporate Customer Care and Customer Care agents of the procedure to be adhered to when performing a SIM replacement
- Ensure that customers are properly authenticated before a SIM replacement is performed
- Decrease occurrences of services not being available to customers who request a replacement SIM
Business Services, Customer Care, Business Support, Billing.
The evaluation of the current process revealed that no procedure is in place to efficiently transfer services from one MSISDN to another when a SIM replacement is performed.
The breakdown in this process will directly affect customers who may be forced to do business with competing mobile service providers if the services for which they have subscribed are unavailable to them when required.
When a SIM is replaced, the transfer of services lost should be a seamless process, not noticeable by the customer.
The new process will implement procedures to replace services immediately upon completion of the SIM replacement.
Process Operating Effectiveness
The operating effectiveness of this process will be assessed as follows:
- During a pilot phase lasting for the first month of its implementation
- After a maturity period of two (2) months to ascertain user adherence and the need if any for enhancements;
- If an ad hoc process is in place for which there is inconsistency regarding adherence, this will eventually lead to a total breakdown of intended controls over time.
- Customers will not have access to some services for an unspecified period of time, as the process currently ends with the customer care agents who do not have access to some applications required to complete the transfer of services.
Recommendations to Mitigate Risk
- Customer Care and PCCC agents should be adequately trained on the new process to ensure that:
- CUG services are replaced once a SIM replacement is complete
- Customers’ MSISDNs are provisioned with GPRS service when a SIM replacement is complete.
- An effort should be made to fully implement and commence use of the process within pre-determined and agreed timeframes
What is SIM Replacement?
SIM replacement refers to the process of transferring a customer’s MSISDN from one SIM card to another. A SIM replacement can be requested by a customer, a Business Development Manager (BDM), an authorized company personnel or a dealer.
The BDM or company personnel requests SIM replacements for corporate accounts, while the dealer or customer requests replacements for personal accounts.
The Key Players
The Business Development Manager (BDM) and The Company Personnel
A BDM or an authorized company personnel may request a SIM replacement via email, fax or telephone. The BDM may also go directly to the Personal Corporate Customer Care (PCCC) Agent and the company personnel may go directly to the Customer Care Front Office (CC) located at the RKA building. The BDM and company personnel must provide the PCCC or Front Office agent with the company name, employee name, MSISDN and also indicate if the account is prepaid or postpaid.
The BDM or company personnel must also provide information from the SIM replacement pack.
The Dealer and Customer
The dealer makes requests for SIM replacements on behalf of a customer, usually via telephone, while a customer may request SIM replacements directly at the Customer Care Front Office. The dealer or customer must provide the agent with a MSISDN and the puk1 for prepaid customers or the security question and answer, given at sign-up for postpaid customers. If the puk1 is not available, the four (4) most frequently dialed numbers from the MSISDN specified may be provided.
If the request is made by a dealer he/she will provide information from the SIM replacement pack when the customer validation is complete. The Customer Care Agent
at RKA will provide information for the new SIM for walk-in customers at the front office.
Personal Corporate Customer Care (PCCC)
PCCC is responsible for addressing all issues related to a corporate account or for identifying the appropriate resource to address these issues.
The Customer Care Agent is responsible for addressing all issues related to individual customers’ accounts or identifying the appropriate resources to address them. SIM replacements for individual customers, whether postpaid or prepaid are performed by Customer Care.
The SIM Replacement Process
The following details the actions that are performed and the information required to complete a SIM replacement:
- A BDM/Company personnel will initiate the request and provide the agent with details of the employee and the company. The details will include the employee’s name, MSISDN and the company name.
- If the BDM/company personnel have replacement SIM information, this will also be provided in the request. If this is not available, the PCCC agent will source the replacement SIM pack.
- The PCCC agent will determine if the customer is postpaid or prepaid.
- If the customer is postpaid the agent will advise the customer that any roaming charges accumulated in the last billing period will be transferred to the new IMSI and insert the new package ID from the replacement SIM pack into the eCare
- If the customer is prepaid the MSISDN, puk1, puk2, IMSI and SIM# from the replacement SIM pack are inserted into MINSAT.
- When the change SIM or Update action is performed the new IMSI or package ID will be inserted in the HLR, updating the customers’ profile and the new SIM card will be available for use.
- If the customer had GPRS the new SIM card is to be reprovisioned with GPRS.
- A walk-in prepaid customer must provide the customer care agent with a MSISDN and puk1 in order to verify the account.
- If the puk1 is not available, the customer may provide the four most frequently dialed numbers for the MSISDN specified.
- Once the customer fulfills this request the agent retrieves the new SIM pack and inserts the new SIM#, IMSI, puk1 and puk2 into MINSAT.
- The agent will then invoke the Change SIM feature, which will update MINSAT with the new SIM information and insert the new IMSI into the HLR.
- If the customer is postpaid their name and MSISDN must be provided to locate the account.
- Once the account is located the customer must provide the security question and answer or the identification information given at sign-up.
- When the account is validated the agent retrieves the new SIM pack and inserts the pack ID in the eCare
- The agent will then select the Update feature, which will update the customer’s account and store the new pack id in the HLR.
- The customer is then advised that that any roaming charges accumulated in the last billing period will be transferred to the new IMSI.
- The dealer must first provide his/her dealer code.
- If the customer is prepaid the customer’s MSISDN and puk1 are then given to the Customer Care agent. If this is not available, the dealer may provide the four (4) most frequently dialed numbers from the MSISDN specified. This information will be obtained from the customer prior to calling customer care.
- Once the account is validated by the agent the dealer provides the agent with information from the replacement SIM pack, that is, the IMSI, puk1, puk2, and SIM#.
- The customer care agent inserts this information into MINSAT and updates the account using change SIM feature. The new IMSI will be inserted in the HLR, activating the new SIM.
- If the customer is Post paid the name and MSISDN are provided to locate the account in eCare.
- When the account is located, the dealer must provide the security question and answer or ID information provided by the customer at the time of account activation.
- Once the account is validated by the agent the dealer provides the pack ID from the replacement SIM pack.
- The Customer Care agent inserts the new pack ID into eCare and updates the account using the Update feature. The new pack id will be inserted in the HLR.
- The customer is then advised that all roaming charges will be transferred to the new IMSI once the SIM replacement is complete.
Unavailability of Services after SIM replacement
Upon completion of a SIM replacement some features or services may not be available to the customer.
- If the customer is in a CUG, an email must be sent to Redknee Support to add the new IMSI to eCare. Redknee support will add the IMSI and forward a request to Business Support to have the IMSI added to the database. The Business Support team will inform Redknee support when this process is complete and they in turn will inform the PCCC or CC agent that the customer’s CUG is available.
- In addition, each customer should have GPRS service provisioned on their MSISDN when a SIM replacement is performed. This can be done by the PCCC or Customer Care agent by logging into the UMS application and adding the new IMSI.
When the SIM replacement process is complete, the PCCC or CC agent should ensure that a note is added to the customer’s account indicating the reason for the SIM replacement. For replacements done on behalf of a corporate customer the name of the BDM or company administrator who requested the replacement should be placed on the account.
A ticket must also be created in TTCIS and should include the customer’s name, MSISDN, reason for replacement and type of customer, whether post-paid or pre-paid.
Transfer of Roaming Charges after SIM replacement
All postpaid customers who have roamed in the last billing period are to be advised by the PCCC or Customer Care agent that charges will be transferred to their new SIM card once the SIM replacement is performed.
Business Support has responsibility for the transfer of the charges from one IMSI to the next. This is a daily procedure that is executed on all postpaid SIMs that have been replaced.