ID protection creates increased customer loyalty for Telenor

Telenor, an early adopter of ID protection solutions, are actively working towards a clear visionary goal; to lead the digitalization of Norway. In this endeavor, they partnered up with EyeonID already in 2018.

Background & purpose

An evolutionary process

Telenor identified a market demand and an increased interest from their customers regarding cybersecurity. The journey and idea started to take form already in late 2017 with a pilot aimed at studying how a selected customer group reacted when they were presented with alarms linked to breached information and data.

The pilot concluded that including a service with a proactive recurring element and trigger could be a good way to support their customers with a relevant service. This could also generate increased online traffic as well as increased value and more frequent usage of the company´s mobile app and “my pages”. The first product, "SikkerID", was launched in March 2018 and contained an insurance element as well as e-mail surveillance. Since then, the product and packaging by Telenor has evolved to what it is today.

Tailored with security and customer centricity in mind

Having a proactive identity protection solution in the service catalogue would also strengthen and help Telenor in building an even stronger security story for all their customers. An aspect very important for them. Telenor is a very customer driven company and surveys clearly showed that many of their customers were concerned about the rapid pace of digital transformation in general and ID theft in particular. So, finding ways of making the customers feel more secure was crucial for Telenor.

What made us the preferred vendor

Pioneers with a competitive edge

At the time when the conversations began in 2017, ID theft was still a relatively new phenomenon in Europe.

EyeonID was though already fairly established as a specialist in the market since a couple of years back and had therefore already a large and competitive advantage over almost all other suppliers, especially in Europe.

Additional determining factors were also that the service we provide is proactive and preventive, meaning it serves as a first line of defense. Finally, our solution was preferred from a strict “best in class” compliance perspective - very reliable and with a very high level of security.

The solution

A smart bundle

Telenor decided to integrate with our API, as this allowed them to fully customize the solution and build their own customer journey. As for many telecom operators, there is often a challenge in finding relevance for a continuous interaction with large customer bases.

Telenor swiftly realized that they could create value, have an even more relevant dialogue with their customers and drive more interaction by implementing EyeonID´s services into their own environment. By doing so, the usage of their own mobile app and my pages, in which the service resides, increased as well.

The latest product, with the branded name SAFE, was launched during the spring of 2020 and it is bundled with an insurance element and a VPN client. This means that EyeonID in this specific context functions as a technical service provider where Telenor is using our proprietary technology and service for proactive monitoring and protection of e-mail and credit card. However, this is only the beginning. Both parties aim to develop this partnership and joint solution even further. This venture is seen by Telenor as a very succesful VAS project and is therefore also subject for possible expansion within the entire group.

Reinforced with a marketing component to increase interest and traffic

In addition to this, Telenor is also using our marketing component. A feature where the customers easily can test a more simplified part of the service by checking if their e-mail addresses have been part of a previous leak. The market component was integrated on their website where its main purpose is to generate interest and drive organic traffic to telenor.no.