By Dennis Peprah, GNA
Sunyani (Bono), March 19, GNA – MTN Ghana has launched its SIM swap self-service to deliver convenient, secure and innovative digital solutions for customers.
The innovative solution empowers customers to replace their SIM cards whenever and wherever they may be, eliminating the need to visit a physical service centre for assistance.
In a statement issued by the company and signed by Adwoa Wiafe, the Chief Corporate Services and Sustainability Officer, the launch was held simultaneously in Accra, Kasoa, Koforidua, Kumasi, Ho and Tamale.
A copy of the statement made available to the Ghana News Agency (GNA) at Sunyani, said the launch demonstrated MTN’s commitment to digital transformation and enhancing customer experience.
It quoted Jemima Kotei Walsh, the Chief Customer Experience Officer of MTN Ghana, sharing the vision behind the new self-service SIM swap initiative, saying it underscored MTN’s dedication to harnessing technology for customer empowerment.
Madam Walsh described the launch as a milestone that would reshape how customers interacted with their mobile services, explaining that for years, SIM swaps meant a trip to a service center or an online request that required assistance.
Now, MTN Ghana is proud to enable customers to complete this vital service on their own, conveniently, securely and wherever they happen to be, she said.
Madam Walsh stated that the need for SIM swaps had always been high, with MTN Ghana handling roughly 250,000 of such requests each month across its service centers, saying the self-service would ease these burdens by reducing lines, waiting times and giving customers more control and flexibility over their accounts.
She explained that before the full rollout, a pilot programme had already demonstrated the value of the initiative, with more than 18,000 customers successfully swapping their SIMs independently or with very little help at MTN branches.
Madam Walsh said success was more than just numbers, but it was proof of digital empowerment and a shining example of customer-driven innovation in action,” she added.
Beatrice Hemen, the Director of Consumer Affairs at the National Communications Authority (NCA), also praised the new solution, emphasizing that telecom users frequently report SIM swap concerns, the statement added.
“The Authority consistently receives a significant number of SIM swap-related complaints. Empowering customers to handle the process themselves marks a major step forward,” she commented.
She added that the initiative would give customers greater choice and help shape Ghana’s telecommunications ecosystem.
Commenting on the innovative Sim Swap Self-Service, Mr Stephen Blewett, the Chief Executive Officer of MTN Ghana, stated that company continued to drive forward its vision for a dynamic digital future and remained dedicated to developing innovative solutions that consistently exceeded customer expectations and enhanced their daily experiences.
He reiterated that the SIM Swap Service offered a range of advantages for customers as users could conveniently swap their SIM cards at any time, saving valuable time and effort.
“Whether a device is lost, stolen, or damaged, the service allows for quick replacement, even for individuals located outside Ghana,” the statement added.
It said it ensured rapid restoration of mobile services with little interruption, provided robust security through digital authentication, and empowered customers to manage their accounts independently, eliminating reliance on service center staff.
The statement said security was a fundamental aspect of this innovation, adding that the self-service SIM swap platform incorporated state-of-the-art biometric facial recognition, guaranteeing that only the legitimate owner could carry out the swap.
This technology significantly reduces the risk of fraud and shields customers from threats posed by forged or compromised identification cards.
It said attendees at the launch witnessed a live walkthrough of the self-service SIM swap, demonstrating how users could complete the process seamlessly through MTN’s digital platforms, either via the myMTN App or by USSD dialing *1333#.
This digital approach replaces traditional manual checks with a secure biometric facial-recognition scan that verifies the user against their registered SIM information, ensuring both ease and security.
The event wrapped up with a lively, coordinated display featuring placards that illustrated each step of the SIM swap process, visually emphasising how straightforward and effortless the new service is for customers.
GNA
Edited by Christabel Addo