Optimización del proceso de registro y legalización de líneas prepago

Abstract

The main goal of the project is to optimize the legalization process of prepaid lines at Claro. Claro. Through incentives, automation and improvements in the customer experience, the project is expected to significantly increase the registration rate, ensuring regulatory compliance and operational efficiency. operational efficiency Claro offers several channels for registration, such as Whatsapp, the MiClaro app, the call center, the web and CAVs. and the CAVs; however, the lack of effective socialization, outdated tools (such as the USSD code *25) and the lack of (such as the USSD code *255#) and manual steps make the process slow and impractical. practical. Users may use the services without registering the line, which decreases the perception of urgency and leads to and leads to skipping the registration. The proposal focuses on designing an optimized process that automates the legalization of prepaid lines, integrating prepaid lines, integrating improvements in the main service channels (WhatsApp, CAV, MiClaro app, and call center). MiClaro app, and call center). In addition, we seek to motivate users through incentives such as data bonuses, discounts on recharges data bonuses, discounts on recharges and a loyalty program based on points. These strategies are expected to increase the rate of legal registrations by 13% per week, reducing the average processing time from one day to just 30 minutes. This approach not only not only improves the customer experience, but also strengthens Claro's position in regulatory compliance and operational optimization. and operational optimization, ensuring sustainable benefits for both the company and its customers. for both the company and its customers.