Case Study: Turkcell achieves fast, secure paperless customer onboarding with Tungsten Automation

Turkcell Offers Seamless Onboarding with Automation from Kofax

Turkcell, Turkey’s leading mobile operator, faced slow, paper‑intensive customer onboarding that relied on handwritten forms, physical ID copies and couriered documents—creating long activation times, high costs and exposure to identity fraud. The company set out to digitize onboarding across its points of sale to improve speed, security and customer experience.

Working with partner Aksis and using Kofax SignDoc, Turkcell implemented a near‑paperless process with tablet applications, on‑the‑spot ID validation, biometric electronic signatures and CRM integration. The rollout (to 1,100 stores) enables instant access to contracts, is expected to handle millions of e‑contracts annually, save roughly 147 million sheets of paper a year, accelerate activations, reduce fraud risk and free staff to focus on customer service.

Turkcell

Nevra Biyikli

CRM Manager