Case Study: Odido cuts human-assisted contacts by 50% with Signicat iDIN authentication

Odido cuts human-assisted contacts by nearly 50% with Signicat

Odido, a major telecommunications provider in the Netherlands, faced a challenge in verifying customers during SIM swap requests, particularly when a customer's old SIM card was lost or stolen and couldn't receive a verification code. This process previously required human-assisted contacts, such as a store visit or a phone call to customer service. To streamline this and improve the customer experience, Odido turned to Signicat for an authentication solution using iDIN.

By implementing Signicat's iDIN authentication, Odido created a seamless online self-service process for SIM swaps. This solution significantly reduced the need for human assistance, cutting such contacts by nearly 50%. The measurable impact was substantial, leading to approximately 1,600 fewer customer service calls per month and resulting in yearly savings totaling hundreds of thousands of euros for the company.

Odido