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 Eye World already in 2018.

Telenor Eye World

With 3,400 employees in 23 offices all throughout Norway, Telenor Norge AS is the
country´s largest digital service provider within telecom and Data Services.

The company is part of the Telenor Group, a leading telecommunications company across the Nordics and Asia with 45,000 employees, 180 million customers and annual sales of around 12 billion USD.

  • A bundled offering under a new product brand, Telenor SAFE
  • API for a more customized and seamless customer journey
  • Using EyeonID´s marketing component to drive online traffic and raise interest
  • Hundreds of thousands of customers
  • By Telenor regarded as a very succesful value added service and project.
  • Contributes to both margins and new recurring revenue
  • Increased customer loyalty
  • More traffic to My Pages and app
  • Good PR and media attention

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.
In Sweden, the average is 95%, compared to Romania were the average is 61%. Although the digitalization of society has gone faster in some countries than others, all countries can expect to see more and more digitalization. There is no reason to assume that it will slow down.

“We are very proud to be able to offer our customers an extremely important and advanced service against ID theft. Eye World has played a vital part in our efforts to create the ultimate customer experience and we look forward to a long-term partnership”

Siv Bayegan, Business Manager Future Services at Telenor

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.
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.

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.

Eye World 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.

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 Eye Worlds´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 Eye World 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.

  • By Telenor regarded as very succesful value added service and project
  • Contributes to both margins and new recurring revenue
  • Increased customer loyalty
  • More traffic to My pages and app
  • Good PR and media attention

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.

A safer life for everyone

Since 2015 we have been working relentlessly towards making digital aspects of life simpler and more secure for people, corporations and organizations.
We are specialists and pioneers in the field of proactive ID protection solutions. We use our own proprietary technology and we meet the highest security and compliance standards.
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