Device, retail and channel teams
| Step | What the customer experiences | What the operator does |
|---|---|---|
| The momentThe moment that started it. | A customer's device is failing, cannot use the services they pay for, or they have asked about an upgrade. | Reads device model, age and the network features it cannot use, credit eligibility from the credit system, not an inferred score, stock and delivery position from the order system, plan compatibility, consent and fraud state. |
| The decisionThe decision to be made. | Nothing reaches the customer yet. | Ranks a device and plan pairing, an instalment offer, a certified pre-owned option or no offer against eligibility, stock and total cost. |
| The safeguardsThe conditions that stop it. | Still nothing. No action is sent until every check has passed. | Credit eligibility, stock, plan compatibility, price, consent and fraud checks pass. |
| The actionThe action that reaches the customer. | Present one device and plan with its total cost over the term, and place the order through the order and credit systems on acceptance. Reaches them on Retail, App, Web, Dealer, in Kiswahili, English. | Recommends. The system that holds the right confirms, charges or provisions. |
| When it goes wrongRefusal, failure and recovery. | The instalment is approved and the device is out of stock in the customer's region, so the order sits open with a credit line committed. | Stock is confirmed before the credit line is committed, an order that cannot be fulfilled is released with the reason, and the customer is offered the device that can be delivered. |
| The resultThe change it made. | What changed for them is what is counted; nothing else is claimed. | Delivered devices on plans still active after ninety days, against total cost and returns. |
| The proofThe proof anyone can check. | Can be answered for, later, from the record. | Device signal, eligibility, stock, quote with total cost, credit decision, order, delivery and ninety-day status. |