Customer Story

Telecommunications Company in Latin America Undergoes Digitial Transformation, Reducing Fraud by 70% and Manual Operations by 60%

Products

Overview

A leading telecommunications provider in Chile and Peru, faced growing challenges in securing its customer sales processes at stores. Manual paperwork, and the lack of fraud controls created significant vulnerabilities during the sale of mobile plans and devices. Fraud involving impersonation to illegally acquire phones or contracts was frequent, costly, and difficult to control.

To address these issues, they partnered with Sovos Trust Services to implement a secure, compliant, and scalable solution across its retail operations. The result: faster, safer in-store processes built on verified identities, legal electronic signatures, and efficient document management.

The Challenge

This company operated in high-traffic retail environments where speed, trust, and compliance had to coexist. In both Chile and Peru, ID verification, contract signing, and document management for on-site processes were carried out manually. This led to slow operations, inconsistent procedures, and, most critically, rates of fraud by individuals impersonating customers to obtain mobile plans or devices under false identities. Without reliable security measures, fraud detection was reactive and costly, while customer experience was heavily affected.

If this challenge sounds familiar to you, it’s worth connecting with a Sovos Expert so we can take this compliance burden off your shoulders.

The Solution

Sovos Trust Services implemented a comprehensive trust services solutions across on-site operations in Chile and Peru:

ID Verification: Fingerprint biometrics were deployed in both Chile and Peru to verify customer identity during in-store transactions. In Chile, this was complemented by document validation to confirm the authenticity of national ID card
Electronic Signature: Contracts were signed digitally, enabling traceable and legal agreements
Document Management: All contracting documentation was digitally stored and managed, creating an auditable, secure process with full traceability

The Results

By selecting Sovos, the company archived:

Fraud Risk Mitigation
Biometric ID verification and validated documentation significantly reduced impersonation attempts, preventing fraudulent contracting across retail locations. As a result, the company achieved a 70% reduction in fraud rate, preventing unauthorized activations and securing high-value transactions.

In-store Transactional Efficiency
By replacing manual steps with digital verification, signing, and document management, this company accelerated in-store processes while enhancing transaction security, reducing service time and operational overhead. This transformation drove a 60% reduction in manual effort.

Future-proof Compliance Assurance
Full alignment with local compliance and best industry practices in Chile and Peru ensured the company stayed ahead of regulatory requirements. Projected 3-year ROI of $1.8M+ through fraud prevention, operational efficiency, and improved auditability.

Improved Customer Experience
The shift from manual to digital processes led to 2x faster customer service times, reducing wait times and paperwork while increasing satisfaction at the point of sale.

Key Metrics

Countries consolidated into Sovos

$1.8M+

Total projected 3-year ROI

60%

Manual effort reduction

70%

Fraud Rates reduction

2x faster

Service Time Speed

Why Sovos?

The company chose Sovos for its ability to support secure, in-store processes with a simple, reliable solution. Sovos understood the operational realities of telecom sales and delivered the tools needed to verify identities, sign contracts, and manage documents, without adding friction. With experience navigating local compliance requirements in Chile and Peru, Sovos helped them stay aligned with regulations while improving control. Most importantly, Sovos played a key role in helping reduce fraud, giving store teams confidence that the person in front of them was who they claimed to be.