Migration Process
2015-12-17 23:12:19 0 举报
AI智能生成
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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
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