Our Valued Customers, The ESKADENIA team would like to inform you that we are back in full force at the office and have continued normal operations while still following the Jordanian government’s COVID-19 safety procedures. Our activities may be subject to change during these uncertain times, but we assure you that any changes to our operations will not affect our level of service to our customers. We thank you for your cooperation and wish you good health. ESKADENIA Software Team
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In today’s fast-paced world, almost every person holds a smart phone to communicate with others via a phone call, SMS, or through the internet. This can be a source of serious legal trouble for any operator with governmental regulations and subscriber complaints, especially if its subscribers are not registered and documented within their system. Global security requirements in customer onboarding is bringing new challenges for companies. Ensuring your customers receive the best onboarding process is key to a successful business. Due to increased safety regulations, governmental bodies demand more transparent customer relationships. The collection of demographic information as well as biometric data is the key to crystal-clear KYC (know your customer). By linking a mobile subscription with its owner, you can easily meet the highest security requirements. ESKA® Customer Onboarding is a complete smart customer onboarding system which integrates with the backend office of the operator’s CRM/OSS/BSS systems to facilitate customers and lines registration through smart phones, tablets, and web based interfaces. ESKA®Customer Onboarding is a high capacity and performance system which provides the operator with efficient services. This high-tech system is an automated tool that interacts with subscribers to gather subscription information and legally register all the information related to the subscribers. Thanks to easily defined workflows and templates, you can instantly view the information you need, while conducting powerful tracking.
ESKA® Customer Onboarding is made for a simpler form of customer onboarding and management, doing so by providing…
Omnichannel registration Have an easier and faster method of completing your line registration process, thanks to multiple channel integrations controlled by the system administrator. Maximize optimum results with multiple channels for your registrations. Now you can stay on top of the game. User management Organize your employees’ usage of the system with the ability to create and edit groups. Coordinate your subscribers for convenience in tracking and greater customer service. SMS commands management This handy system also has the ability to edit and delete SMS commands and templates, making it that much simpler when it comes to creating customized messages. Create predefined templates for faster and more direct results. Integrated with your back office Thanks to full integration with your back office systems, you can easily navigate and perform the ideal actions to your subscribers. Now you can conduct a smooth workflow without disturbance. Agents Access This handy system provides easy access for agents in order to simplify your customer onboarding process. Now your agents can directly process customers through ESKA Customer Onboarding or though calling call centres. Registration tracking workflow Now you can directly define the lifecycle of a specific MSISDN, making it so much simpler to track your journey’s workflow. From the beginning to the end, the system will document each subscriber’s status and define which actions to take. Fully organized commission management Create dynamic business rules to create the commission of agents based on predefined dynamic events. Now you can easily track your agent’s commission, minus the headaches. Configurable Notifications Send notifications to the subscribers based on predefined steps and business rules. This means fully tracked operations for your customers, ensuring they are aware of the required actions needed. Making billing easier and more accurate Quickly integrate with the operator’s billing database in order to collect all mobile numbers which are not documented for processing operation. Now your line registration can be done with a full comprehensive database. Integrations with government entities Thanks to a unified system with required government entities, you can easily register your subscribers with no worries. We follow all your required rules and regulations based on the criteria of your region. Experience a fully customizable system no matter where you are. Mobile app ready to help The system also comes with a mobile app to simplify all forms of communication for operator. By creating an Android and IOS mobile access, they can easily check their commissions, as well as register lines.
ESKA® Customer Onboarding assists in the collection of all mobile numbers that are not registered, where all subscriber data will then be duplicated and sent to the operator’s billing system once everything has been entered by the system’s agents or the shop employees. This handy system does not only integrate with your billing system though, it also tracks and archives the status and workflow of your subscribers, such as whether a line has been suspended, active, deactivated, or more. This is done through full integration with a number of systems, such as various back office systems and your database. It also uses MRTD (Machine Readable Travel Documents) technique for scanning SIM card data or subscriber data. Gathering of subscription information can be done through two steps; line registration and line documentation. Line Registration is the act of assigning a line to a subscriber by signing a contract with the operator. Where subscriber identity should be defined in the registration process. An evidence of the subscribers’ biometric identity in addition to other information will be required in this step. Line Documentation, on the other hand, requires completing the line registration process by inserting some documents in the system such as a copy of the subscriber ID. The system provides different channels to make registration, such as Shops, Distributors, Web, Mobile, Call Centre, SMS, and IVR Made to simplify the action steps that will be taken towards a subscriber, you no longer need to worry about keeping track of a huge database of people.
ESKA® Customer Onboarding provides multiple web and mobile access channels for different users and usage, from customer care to agents, this system is made to fulfil all parties’ needs. The system provides access to all relevant parties allowing everybody to take part in line registration. Agents The system’s agent representatives can use web access and mobile application to gather subscription information and legally register and document them; working as an efficient e-documentation process. Shops Through shops, agents can register lines and documents once a subscriber buys a line by filling the subscriber data and submitting it. Call Centres Call centre agents may also take part in line registration by asking the subscriber’s their information over the phone and submitting it. IVR The system allows agents to register customers through IVR. The system can also be configured to allow customers to use IVR to register themselves. SMS The system allows agents to register customers through SMS. The system can also be configured to allow customers to use SMS to register themselves. Mobile Access Now you can get everything done through the convenience of your phone. The system comes with a mobile app to help with the line registration process. It allows agents to save transactions within the app, where they may also check their commission as well as register and document lines.
ESKA® Customer Onboarding integrates with your operator’s back office systems to ensure your workflow will be taken care of. This functionality helps to view scanned contracts and IDs from the web or mobile application for authentication. It is through this functionality where you can set the status and actions that need to be taken for a subscriber’s line; which is based on whether a line was rejected or approved. Once the back office takes a look at the contract, they will be able to reject or approve a line. Contracts will be rejected based on a number of criteria, such as documents not matched, documents not matched with customer info, ID not clear, etc. In addition to managing any line rejections and approvals, you may also easily add or delete SMS commands, which may include Push, Pull or, Push/Pull. With a fully automated SMS management, you can waste less time with more productivity Replacing a SIM has also become an easy process. If a customer would like a new SIM due to lost or theft, the system can directly process that customer’s request along with their ID and verification needs to the back office. You may also look through the replacement history and requests that have been documented for extra convenience. By predefining your lines based on your company’s rules and regulations, you can ensure a smooth workflow the whole way. Experience full decision-making process with ESKA Customer Onboarding’s back office integration; creating full unification amongst all subscription stages for full decision-making needs.
The workflow functionality of ESKA Customer Onboarding works as a summary of your customers’ current line, with automatic updates based on any actions taken - whether a line was rejected or approved by your back office. The system allows you to fully keep track of all your line subscriptions with automated actions. Now you no longer need to stress about ensuring a smooth workflow. The system allows the tracking of the whole customer onboarding process, from the first registration until the approval and rejection of one’s line. The workflow functionality will be able to automatically document any changes within a customer’s line, whether it was suspended and reactivated or even approved/registered from the start. By setting your specific time limit or criteria, the workflow will automatically change the status of a line once it has reached a period of time; the subscription will then be directly defined as Soft Suspended, Hard Suspended, or Inactive. The workflow process also allows all photos documented through your web and mobile interfaces to be viewed for approval and rejection. An active state can only be conducted once a line is registered, this will all be documented through the workflow. If a line is rejected, ESKA Customer Onboarding will also notify the agent for the reason, such as missing information, questionable ID card, and more. The agent can then correct the information and resubmit it for the approval/rejection process. Thanks to a powerful workflow, you can have all line registration processes done in no time. With automatic updates and stages, ESKA Customer Onboarding workflow feature creates a whole digitalized business process to ensure the proper registration of your lines.
ESKA® Customer Onboarding automatically manages all your commission activities. This is done through our system that is based on predefined events. You will be able to set your own customized criteria based on the company requirements which will then act as indicators for the commission criteria. Once the agent registers a type of line via the system, the system will automatically calculate the amount of commission they will receive. With a fully automated process, you no longer need to worry about calculating an agent’s commission. ESKA Customer Onboarding integrates greatly with all parties to ensure that the workflow of your company is taken care of. You can define restrictions on commission by defining the lines allowed to be registered per agent on daily, weekly, and monthly basis. One threshold can be defined for all agents or customized threshold can be defined per agent. Commission threshold can be also defined to restrict obtaining commission per agent. Commission can be defined per transaction (the number of transactions allowed to obtain commission) and per amount (the maximum commission amount that can be obtained by agents). Considering that threshold can be defined on a daily, weekly, or monthly basis generally or per customized agent Feel the convenience of commission management with a fully automated system to calculate your commission based on set events.
ESKA® Customer Onboarding makes the process of onboarding new subscribers into a simple and easy one thanks to their integration with various parties such as your billing systems and any required government entities. This fully integrated system also works in unison with other parties and systems, creating limitless possibilities when it comes to handling the line registration process. Some of the main integration consists of USSD/IVR, Mobile Money, CRM/OSS/BSS, SMPP/SMSC, e-mail server, and e-top up integration. The system also supports data migration with your operator’s registration database. In addition, the system integrates greatly with the Civil Status and Passport Department, as well as government bodies like the Management of Residence and Borders. All required information will be copied from the relevant systems or database into the ESKA Customer Onboarding making sure that your knowledge base is accurate and up-to-date. While when it comes to your transaction needs, ESKA Customer Onboarding also gets the job done by integrating with e-payment interfaces, such as mobile money and e-top up systems. Thanks to the system’s integration with borders and civil status entities as well, you can directly check your subscriber’s ID and validate them, whether they are local or non-local. This also includes fingerprint registrations, where most citizens have their fingerprint data recorded, making verifying and registering customers that much easier. No longer worry about double the work thanks to a fully integrated system with all your billing and government parties. From copying database information to directly processing any billing needs, ESKA Customer Onboarding handles it all.
With the communications management functionality, you can search the system based on predefined search criteria or as a general search, where the information will then be retrieved and submitted to you. In addition, the system also enhances communication optimization by allowing communication pop-ups and calendar management. The communication pop-ups are made for any kind of general information, updates or announcements, while the calendar management function allows the ability to define days-off and holidays. These announcement pop-ups can be assigned to privileged agents users based on Sales, Offers, and Commission. Agents can send their feedback to the system administrator via the system. So the system administrators can take proper actions of enhancing the service. Moreover , the system administrators can update the system’s agents with the latest news of the service Understand your workforce better with healthy communication thanks to an automated workflow that will allow you to easily search and communicate your essential information.
ESKA® Customer Onboarding provides various notification options depending on the status or current situation of your subscribers. For example, the system can send out notifications to the subscriber to inform them that their line will be initially soft suspended. You may also set up SMS templates for any notifications that will be sent to your customers, which can be done through multiple languages. A notification will first be sent to notify the customers to register their line, if there is no action from their side, a notification of suspension will be sent. This follows with another re-reminder notification, as well as other notifications required, such as for them to visit a shop or retry notifications for any invalid information and more. Your subscribers will be given reminders throughout the way to ensure that your customers are taken care of and will get the job done. Create an automated notification system to keep your customers up-to-date and aware
The ESKA® Customer Onboarding provides an extensive data workflow for reporting and statistics. From any suspended subscribers to user transaction reports, this system provides you with essential information. All reports will be produced based on the documentation of information stored in the system. This includes a range of data regarding your subscribers, lines, and more, which will be automatically generated on a predefined template based on your personal criteria and needs. All information may also be displayed via a comprehensive dashboard. This displays the summary of your subscribers, lines, and current actions that have been taken. The dashboard feature is also fully customizable to your needs and desires, from the number of charts to the information shown, create an ideal and direct way of reporting. The reports consists of eligible customers for notifications, suspension, activation, and deactivation, customer transaction reports, history of customer journey, SMS delivery status, mismatched documentation reports, and user transaction reports. The Reporting and Statistics functionality provides detailed information about all your registered subscribers and any actions taken. With everything laid out in an easy-to-read template, all analysis may done with full comfort. Conduct full analysis with thorough and accurate reports about all activities. Now understanding your customers and what actions to take can be that simple.
ESKA® Customer Onboarding integrates with the following parties in order to achieve a complete customer onboarding system.
Besides working as a standalone product, ESKA Customer Onboarding also integrates with a number of ESKADENIA products, including ESKA® Business Manager.
ESKA Business Manager is our ERP software suite that also includes: