Ichu - Customer Self-Care App and Care Console with SIM Swap Controls
Self-Care and Care Console for a Peruvian Operator
Designed a self-care app and care agent console for a Lima mobile and home fibre operator, and built the care console as a clickable demo: a masked customer 360 with audited assisted actions, a claims queue and workspace run against regulatory deadlines, and SIM swap reviews scored by weighted fraud signals.
Most of our work is under NDA. Per agreement, we can share the work but not the company details - all names and identifying information shown here have been changed.
Impact
Agent home, customer search with the customer 360, claims queue, claim workspace and SIM swap reviews. Each of the 22 claims and 14 SIM swap requests opens its own workspace or case.
New device, recent failed OTPs, email changed in 30 days, a different region than usual and many swaps on one document, weighted 15 to 35. A request scoring 40 or more waits for a fraud analyst, and every block gets a second review.
Goodwill credits above an agent's S/ 20.00 limit go to a supervisor for approval. Revealing a masked field in the customer 360 needs a reason, covers one field and expires after 5 minutes.
16 mobile lines, 5 fibre services, 22 claims across 6 categories, 14 SIM swap requests, 4 approvals waiting, 3 outage notices and 7 staff users.
The Problem
Huaylla Telecom's customers had three places to go: a USSD menu for prepaid balance, a web portal that only knew postpaid bills and a separate fibre support line. Simple tasks such as checking a balance, buying a bundle or restarting a router ended in a call centre queue, SIM replacements were handled by phone with weak checks during a run of SIM swap fraud, and claims were tracked in spreadsheets that missed regulatory response dates.
Our Solution
Ichu puts lines, balances, bundles, bills, roaming, SIM changes, home fibre and claims in one app for customers, and gives care staff the same data through a masked customer 360. The demo builds the care console: agents act only through a short list of audited assisted actions, claims are worked by deadline, and SIM swaps wait for a fraud analyst when the risk score says so.
The Challenge: Self-Care Without Opening the Door to Fraud
A Peruvian operator answers to OSIPTEL on claims and user protection, to the data protection law on subscriber data and to RENIEC rules on identity when a SIM is replaced. Every shortcut that makes self-care easier can also make a SIM swap or a data leak easier.
SIM Swaps as an Attack Path
A replacement SIM takes over the number and every bank code sent to it. Peru requires biometric identity validation against RENIEC when a SIM is replaced, and Huaylla Telecom adds its own controls on top: step-up checks, notices to the current SIM and email, a waiting window and a cooling-off period.
Claims Against Regulatory Deadlines
OSIPTEL's claims procedure expects claims to be accepted on digital channels, given a claim code, answered within set deadlines and closed with the customer's right to appeal to TRASU. Deadlines and notice texts change, so they cannot be hard-coded.
Agents Who See Too Much
Care agents need the whole account to help, but Ley 29733 applies to subscriber data. Names, document numbers, emails and addresses have to stay masked by default, and every look at unmasked data has to be justified and logged.
Many Systems, One Answer
Balances live in the online charging system, bills in billing, contracts in the CRM, router state in the ACS and outages in network monitoring. Self-care only cuts calls if those answers show up together, with how fresh each one is.
Our Approach: From Telecom Rules to a Clickable Console
Spec and Rules Research
Mapped 9 roles, from account holder and family line user to fraud analyst and compliance officer, and 44 screens: 25 customer screens, a public quick top-up and pay page and 18 care console screens. Defined the data model for lines, counters, bundles, bills, payments, SIM replacement requests, fraud rules, claims, ARCO requests, assisted actions and the audit log, and wrote down the rules the design follows: Ley 29733, OSIPTEL user protection and claims rules, RENIEC validation for SIM cards, number portability, PCI DSS and SUNAT electronic receipts.
Clickable Demo on a Production UI Kit
Built the care console's 5 key screens on a production support-desk kit: agent home with team KPIs, approvals and flagged swaps, customer search and the masked customer 360 with unmask panel and assisted actions, the claims queue with days-left colours, the claim workspace with evidence, answer panel and resolution letter, and SIM swap reviews with the fraud signal panel and approve, hold or block decisions. All actions run on local state. The customer app screens are specified but not part of this demo.
What a Production Build Adds
The customer app on iOS, Android and web with OTP sign-in, and integration with the charging system (such as Ericsson Charging or Huawei CBS), billing and CRM, SMS codes, Niubiz or Izipay card payments, PagoEfectivo cash codes, eSIM through SM-DP+, router management over TR-069 or TR-369 and the operator's RENIEC-connected biometric service. Staff SSO with multi-factor sign-in, an append-only audit log, and the remaining console screens: outage notices, data requests, audit, reports and 7 settings pages, with every legal deadline entered and signed off by compliance.
Why It Works: Help Fast, Reveal Little
Masked Until There Is a Reason
Search results and the customer 360 show masked names and document numbers. Opening an account asks for a view reason, and the unmask panel reveals one field at a time, for a stated reason and for 5 minutes. Every reveal is logged.
Signals Explain Every SIM Swap Score
Each flagged request lists its flags with the evidence and weight behind them, the verification steps passed, the biometric result reference and whether the customer answered the SMS and email notices. Ichu keeps only the validation reference, never fingerprints.
Deadlines Come From Settings
Claims are sorted by response deadline, amber at 2 days and red when overdue, and each claim keeps the rules version in force when it was filed. The resolution letter pulls its required notices, including the appeal route to TRASU, from the compliance-owned claims rules.
Agents Act Within Limits
Agents cannot change a plan, a payment method, the contact email or request a SIM swap; they guide the customer to do it. The actions they can take each need a reason, and goodwill above the agent's limit waits for a supervisor on the agent home screen.
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Enterprise Software Engineering - Human + AI
Contact Us
Locations
Global Headquarters
21 Merchant Road, 3rd Floor, Singapore 058267
Main corporate office and leadership operations
North America Office
548 Market Street, PMB 12345, San Francisco, CA 94104
Client operations and business development
India Office
402 Shivalik Shilp II, SG Highway, Ahmedabad 380015
Engineering and delivery center
© 2026 - Copyright. All Rights reserved Oceanlab