By Grahame Saunders | Head of Identity Management
Automation helps the networks improve customer experiences and boost revenues
Mobile network operators really stand to benefit from self service kiosks. They can improve revenues and compliance. They can cut SIM-related complexities, and reduce fraud.
The automated, digital process throughout ensures consistent results for all parties. The technology is a good way for the mobile operators to expand their footprint fast and for less. They can simultaneously improve the customer experience through efficient operations.
Self service kiosks can digitise and automate cash in, cash out (CICO) services, yet keep agents for more advanced products.
Typical services that can be automated include buying SIMs, SIM swap, mobile wallet top up, withdrawal, and more. They can even provide handsets and related hardware through additional vending apparatus.
Mobile money agents are important in Africa because so many people across the continent still live in rural areas. That’s also why more than 500 million Africans use mobile money, according to Forbes. It’s a big market. In 2020 their transactions totalled $495 billion.
Mobile money is a great service for many poorer Africans because it means they don’t need infrastructure, such as ATMs and branches. Nor do they need an internet connection or a smartphone. A simple handset capable of SMS lets them transact anywhere there is a mobile connection.
It’s a fantastic way for mobile networks to increase revenues and offer new levels of customer experience.
Mobile money agents receive credit then have cash on hand to issue to customers. Or customers hand them cash and the agent sends the funds via SMS.
It’s very useful for people to pay others who are far away in a place where there is little infrastructure. For example, someone could send money to a relative in a rural African village using mobile money. The sender transmits the credit to the agent, who then issues the cash on site.
Self service kiosks drop the chances for fraud and error in the process.
Digital self service kiosks are convenient and help to grow revenues because they are available to customers 24-7. They also help providers cut costs and can verify identities using advanced biometrics.
The growing adoption of mobile money demonstrates that Africans are digitising. Even if they live at the fringes of the formal banking world. Self service kiosks help mobile operators and service providers digitise in tune with market needs and expectations.