Customer Details
Customer
Leading Financial Services Company Serving Individual and Business Clients
Industry
Financial Services
A leading financial services company with more than 10,000 employees finances mobile phones on EMI terms through partner shops, serving both individual and business customers, including first-time borrowers and underserved segments. When a customer stopped paying, the company could lock the financed phone remotely using its IMEI number, but the process took up to two hours to take effect. New regulatory guidance then required this to happen within 15 minutes, a window the existing setup could not meet.
The company built an IMEI-based mobile blocking and unblocking system on Joget that integrates directly with telecom provider APIs. As soon as a payment default is flagged on a loan account, the phone is locked by its IMEI number, and once the customer settles the outstanding payment, it unlocks automatically within 15 to 20 minutes, with no manual step needed on either end. The integration covers the major telecom providers the company works with, so the same fast lock and unlock process holds regardless of network. Lock time dropped from roughly two hours to 15 minutes, meeting the new regulatory requirement, and manual intervention from the company’s side is no longer needed.
Related
CHALLENGES
A Two-Hour Lock Time Against a 15-Minute Requirement
- The client finances mobile phones covering various brands — sold through partner shops on EMI terms.
- When a customer stopped making payments, the company had an existing process to remotely lock the financed phone using its IMEI number, but this process took up to 2 hours to actually take effect from the point a default was identified.
- New regulatory guidance introduced a requirement for this action to take effect within 15 minutes rather than 2 hours.
- Meeting this shorter window meant the existing process needed to integrate directly with telecom providers’ systems, so the IMEI lock could be actioned in near real time rather than through the slower process previously in place.
Related
SOLUTIONS
Real-Time IMEI Locking Across Telecom Providers
- An IMEI-Based Mobile Blocking / Unblocking System was built on Joget integrating directly with telecom provider APIs, allowing the company to lock a financed phone by its IMEI number as soon as a payment default is flagged on the associated loan account.
- Once the customer settles the outstanding payment, the phone is automatically unlocked, typically within 15–20 minutes of the payment being received, without needing a manual step to release the lock.
- This integration was built to work across the major telecom providers the company deals with, rather than being limited to a single provider, so the same fast lock-and-unlock process applies consistently regardless of which network a customer’s phone is on.
Related
RESULTS
From 2 Hours to 15 Minutes, With No Manual Step
8x FASTER
Faster phone lock → meeting new requirements
Related
REDUCED
Manual intervention
Related
100%
Happier customers
Related
A defaulting phone can now be locked within 15 minutes of the default being flagged, down from roughly 2 hours previously — meeting the new requirement for how quickly this action must take effect.
The phone unlocks again automatically shortly after payment is made, without requiring manual intervention from the company's side to release the lock.
Because the integration spans multiple telecom providers, this faster lock-and-unlock process applies consistently across the company's financed phone customers, regardless of their network provider.