Polsat Plus Group: digitizing processes and implementing a convenient and environmentally friendly paperless solution
Digitalization of B2C sales and customer service at POS of Polsat Plus Group
Polsat Plus Group has more than 1000 stationary points of sale (POS) throughout Poland. About 3,500 advisors work there, printing a huge number of paper documents every day.
Document handling was costly and also very time-consuming. Purchasing paper, printing, leasing printers and maintaining the archive generated high costs. Paper documents needed to be completed, verified, and archived.
Therefore, a decision was made to simplify this by reducing the scale of point-of-sale printing and using commercially available technologies and tools for digitization.
The decision to reduce the amount of paper used was also a result of the social mission carried out for years, the pro-environmental approach of the Polsat Plus Group and its activity within the Clean Poland Program Association (Pol. Stowarzyszenie Program Czysta Polska).
A proposal from Asseco, Xtension and Samsung was selected to digitize the process. The solution enables signing agreements with a stylus on the screen of a tablet running hardware security software – Samsung KNOX. The documents signed bear a qualified electronic seal and a qualified electronic time stamp compliant with the European eIDAS Regulation.
e-Signature on a tablet in points of sale of the Polsat Plus Group
A prerequisite for the paperless digitization and solution to be implemented was to cover the widest possible customer base and to meet formal and legal requirements so that agreements and annexes could be concluded in compliance with the regulations.
The project required changes in the sales and service systems and in the customer acquisition and retention processes of the Polsat Plus Group, as well as the integration of the systems with the signaturiX tablet signing system supplied by Xtension. The schedule was divided into several stages, which were implemented gradually in selected business processes and companies. In the first stage, new digital sales processes were implemented for Plus telecommunications services, and in the second stage – for Polsat Box television services.
The digitization project was carried out by the teams of the Telecommunications and Media Division of Asseco Poland, Asseco Data Systems and Xtension, as well as the business departments and IT teams of the Polsat Plus Group. A total of nearly 150 specialists worked on the implementation for 12 months, from January 2021 to January 2022, and modified about 25 systems. As much as 99% of the workshops and project work was done remotely due to the pandemic. The project team first met live after 9 months of working together in September 2021, for the launch of the paperless solution for Plus services.
Paperless: speed, safety and ecology
In the new digital customer service process, a POS employee using a tablet running signaturiX software scans a QR code from the sales system screen. A proposal of the agreed terms of the agreement and its final version appears on the tablet.
The agreement is then hand-signed with a stylus by the customer and an assistant representing the operator and confirmed in the system with a qualified seal and a qualified electronic time stamp.
This allows it to be strong and independent legal evidence. Finally, the agreement in an encrypted PDF file is sent to the e-mail address specified by the customer, and to the e-Archive.
Security of document circulation and transactions
Eliminating paper documents from POS
Reduction of operating costs
Processes automation and reduction of the risk of errors
Reduction of customer service time
Environmental protection: >70,000 reams saved, 14 ha of forest, 90 million liters of water from September 2021 to March 2022.
Implementation of Polsat Plus Group’s social mission, including environmental protection
Milestones of paperless and digitization project
design work and production tests
July – September 2021
November ÷ December 2021
Paperless solutions used in the project
Qualified timestamp is a modern solution that confirms the exact date of document authentication. It allows you to protect, among others, contracts, invoices, legal documents from forgery and anti-dating.
Tailor-made paperless products and services
Electronically captured handwritten graphic mark made with a stylus on a mobile device – a tablet or smartphone. A unique feature of the tool is that it has been integrated with Asseco’s Qualified Trust Services, Qualified Seal and Qualified Electronic Timestamp, compliant with the eIDAS Regulation. Integration makes it possible to secure the authenticity of the origin and integrity of the signature as well as its timing.
Samsung tablets are reliable devices ready to work. Equipped with the KNOX security platform built in from the chipset level. They provide business users with mobile security: confidential and sensitive data will remain safe – anytime, anywhere.
“Implementation of the electronic signature is another stage of the digital transformation of the Polsat Plus Group, in which we are supported by Asseco, our technology partner.
As a result Plus and Polsat Box customers can benefit from solutions using the latest technologies that support environmental protection and bring with them time savings, speed and convenience.
Polsat Plus Group has reduced the cost of maintaining of the paper-based workflow. It has implemented a new, secure and completely digital process to protect customer documents and data. It has introduced an innovative and modern paperless solution to the organization, which is in line with the ecological activities that the Group has been consistently implementing for years.”
“This was one of our biggest projects in 2021.
In total, over a period of 12 months, the teams of Asseco Poland’s Telecommunications and Media Division, Asseco Data Systems and Xtension, as well as the business departments and IT teams of the Polsat Plus Group, made the necessary modifications to domain systems, prepared dozens of new interfaces, hundreds of pages of documentation and thousands of lines of code. It was an ambitious project which gave a lot of satisfaction, facilitated the customer service process, allowed for digitalization of subsequent sales processes and, above all, supported environmental protection.”
“The implementation in the Polsat Plus Group is a large and important project.
An important feature and differentiator of this solution is that the security of the authenticity and integrity of the digital signature will be implemented based on a qualified electronic seal and qualified electronic time stamp, provided by Asseco. This will ensure that the electronic document generated and emailed to the customer will be strong and stand-alone legal evidence.”