A leading telecom operator was undergoing a major digital transformation and needed to modernise its identity capabilities while improving customer experience and strengthening security.
Its existing registration journey was complex, creating significant customer friction and drop off. At the same time, increasing account takeover threats were driving fraud losses and customer complaints.
Working with Trevonix and Ping Identity, the organisation transformed its identity environment into a scalable, cloud based platform designed to simplify customer journeys, enable passwordless authentication and strengthen fraud protection.
The transformation focused on making identity a seamless part of the digital customer experience rather than simply a security function.
• A 14 step registration process resulted in a 67% dropout rate.
• Only 1 in 3 customers attempting registration successfully completed the journey.
• Increasing account takeover threats were driving fraud losses and customer complaints.
• The organisation needed stronger authentication without introducing additional customer friction.
• Existing identity capabilities needed to become more flexible to support rapidly evolving digital journeys.
The objective was clear: simplify registration, strengthen authentication and create a seamless onboarding experience without compromising security.
Trevonix, in collaboration with Ping Identity, implemented a modern cloud based identity solution that brought customer experience and security together.
Registration journeys were redesigned to remove unnecessary complexity and reduce friction across consumer and business users.
The organisation migrated to PingOne Cloud, creating a scalable foundation for identity and customer journey orchestration.
Passkeys, biometrics, OTP and FIDO capabilities were introduced to provide customers with simpler and more secure authentication.
An Auto Registration API streamlined post sale account creation, enabling customers to be registered automatically and reducing the gap between purchase and digital account access.
PingOne, DaVinci and Protect were brought together to orchestrate identity, authentication and risk capabilities across customer channels and backend systems.
A Transformation Built for Scale
• PingOne Cloud
• Passkeys (FIDO, Biometrics, OTP)
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