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Migration Process

2015-12-17 23:12:19   0  举报

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What are we doing?

Sim Swap 700K

40K per week

March 2017 complete

Start Summer

Customer Journey

Reactive - Prompt by customer through upgrade

Proactive - Force SIM swap giving one month to do so

We will not provide Triple Pop Out Pin - We will send the right SIM

Comms

Warm Up Comms - 14 day before

Day Before - we advise there SIM Is on there way

On the Day - Happy new SIM Pack

7 days after - Reminder Email & SMS

12 days After

17 days after - 3rd strong reminder

22 days after - 4th reminder (if no swap we will bar)

Process

Sim Swap

1. Receive SIM and instructions

2. Customer initiates migration via IVR or My A

3. Vodfone stops (around 2 hours for 98% (72 hrs for 2%)

4. Customers Swaps SIM

Cannot Swap within 30 days

New Process

Wrong SIM

Agent Can Swap

Locked handset to none 02 network

Proactive unlocking process over the air

Exception Path for Agents (iphone)

No Unlocking Process for non iPhone

Voicemails will be lost

APN Settings will be lost

How2 physically do the SIM Swap process

 Collect

Get Started

Sequence Process

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Get Started

Process level

 Collect

Get Started

Normal Process

 Collect

Get Started

Process Design

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