Customer Service

Replacement SIM Cards

Problem Statement

Customer needs a replacement SIM card due to it be lost, stolen, damaged or the customer has upgraded to a new handset where they requires a smaller SIM card.


Process Overview

The customer calls into customer service, the advisor goes over security details with the customer. If the customer passes the data protection questions the advisor finds out what type of card they need and then fills out a request for one to be mailed out.

Systems: Outlook, DISE, CUK, Kana



The customer can now request the new Sim Card online using a structured online form. The form is received via the robot which then checks the information given against the customers account. If the robot finds the details are a match then it will send out the new SIM card by filling out the details on the customers account the same way a human advisor would.