BT Group, UK's largest provider of mobile and fixed communications solutions with over 600 retail stores nationwide, had a mission to transform the onboarding experience in their stores. Traditionally, new customers would provide a legal document to have their identity verified by a staff member but this process slowed overall transaction times and left the door open for identity fraud.

BT Group partnered with Onfido to conduct document and biometric verifications, using a store tablet or cross-device flow on the customer’s device to confirm their identity in seconds. This allows the in-store team to focus on better serving the customer’s needs and leaves the Onfido Verification Suite to seamlessly protect the business from identity fraud at point of purchase. 

Watch our interview with Ashley Drake, Digital Service Manager to hear his experience.

“You want to keep that personal connection with somebody.”

Ashley Drake, Digital Service Manager, BT Group