Navigating the era of eSIM - Part 1 – Your technical infrastructure

Navigating the era of eSIM - Part 1 – Your technical infrastructure

For many, the arrival of September will follow a similar pattern to any other year with the end of the school holidays and the start of Autumn. In the mobile industry, however, this year, there is a buzz of excitement not seen for a while.

As usual, September represents the month of Apple’s 2023 Keynote Address and as usual, there is a lot of speculation about what Apple will announce. Aligning with tradition, there is an expectation that Apple will launch a cutting-edge new phone, the iPhone 15.

What sets this year apart and fuels the anticipation is that, for Europe, the upcoming iPhone will mark a significant shift as it might be the very first device to exclusively utilise eSIM technology.

For users, eSIMs offer the advantage of flexibility and convenience over traditional physical SIM cards, allowing users to switch carriers and activate their devices with ease, all without the need for a physical card replacement.

With 78.1 million iPhone 14 sales in 2022*, the eSIM market is potentially about to explode, and as a reseller, you must be prepared if you're going to claim your stake in this expanding market.

The widespread adoption of eSIM technology is revolutionising how users will connect to mobile networks, and this trend is only expected to accelerate in the coming years.

To support Resellers, through this series, we will explore what you should be considering allowing you to start offering eSIM as part of your portfolio as well as what support you should have in place to support your customers as they switch from physical SIM cards to eSIMs. Today we will explore the considerations you should make to the technical infrastructure when you’re looking to roll out eSIM technology.

Today we start with what you should be considering regarding your technical infrastructure if you’re looking to roll out eSIM technology.

Consideration 1: Technical Infrastructure

Customer experience is everything if you are to grow your business as well as retain existing customers. eSIM offers a once-in-a-lifetime shake-up of the mobile ecosystem and those businesses that invest upfront in ensuring that their technical infrastructure is market-leading are going to be the winners.

While many of the existing processes you have in place for selling and delivering a traditional SIM card won’t change for eSIM, there are some key areas that you must invest in to ensure smooth operations and to provide the best possible customer experience when rolling out eSIM technology.

1 . eSIM Activation Methods

For traditional SIM cards, regardless of the mobile network operator, the process of installing a SIM card has been identical with a ‘plug and play’ approach. eSIM activation methods however can vary between mobile network operators with some requiring QR code scanning, while others might use a downloadable app, a web portal or push a message to the device to activate the eSIM. Ensuring you are fully aware and the correct processes for selling eSIM for each mobile network operator is essential.

2. Systems and Processes for Selling eSIMs

You might think that selling an eSIM is like selling any other type of SIM card and it is something to simply add to the portfolio. This misconception could cost significantly in both loss of reputation and revenue. It is essential that you have an established set of processes in place for how you will sell and deliver eSIM to your customers. Some key questions to ask yourself include:

What is the User Onboarding Process?

  • Define a step-by-step process for customers to swap from a traditional SIM card to an eSIM - This is particularly important for onboarding new customers who decide to utilise the new iPhone 15 and migrate from traditional SIM card phones
  • How will they be guided through the onboarding journey?

What Information will you Collect During Onboarding?

  • Specify the necessary customer information for eSIM activation.
  • Ensure compliance with data privacy regulations..

What Onboarding Channels will you Offer?

  • Will customers be able to onboard themselves, or will you provide over-the-phone assistance or both?

  • Will you deliver the activation profile via a printed QR code, send them an email/text or activate via an app?

  • Have you trained your staff to support delivering these different onboarding processes?

What Self-Service Tools will you Provide?

  • What self-service tools will be required to allow customers to troubleshoot common activation issues without the need for customer support?

3. Inventory Management of eSIMs

When implementing eSIMs, it is imperative for resellers to establish and maintain effective systems and processes for managing their customer’s eSIM inventory. Neglecting this critical aspect can lead to several detrimental consequences for their business operations, eroding customer confidence and damaging their credibility when issues arise. Inaccurate inventory management also poses a significant commercial risk.

Furthermore, inadequate inventory control can impede the swift provisioning and activation of eSIMs, leading to service delivery delays and a negative impact on the overall customer experience. Beyond these operational challenges, subpar inventory management exposes resellers to security risks, as unaccounted eSIMs may become vulnerable to unauthorised access or misuse. Therefore, it is paramount to establish robust inventory management systems and best practices to ensure the efficient functioning of eSIM operations and effectively mitigate these associated risks.

Cellhire – The Perfect Partner To Deliver eSIM for your Business.

Did you know we can help you by offering eSIM as a product of your business? When you partner with Cellhire, you can access a range of wholesale tariffs, available on both traditional SIM and eSIM, to help you grow your base of customers. By offering your customers not only some of the best mobile voice and data packages available but also the latest technologies like eSIM, you can set yourself apart from your competition.

What's more, with our cutting-edge SIM Management portal, you have complete control over your eSIM estate, allowing you on a single screen activate bar and cap on a sim-by-sim basis.

With Cellhire, you have a partner who has years of experience in supporting eSIM technology so you can feel reassured that you’re in a safe pair of hands.

Interested in becoming a Cellhire Partner? Email Partners@cellhire.com and let’s get started!

Already a Cellhire partner but not currently offering eSIM? Reach out to your account manager today and we can help get you up and running so you don’t miss out on the next big opportunity.

Last Modified: 06/09/2023
Written by: Anthony Pulsford