Roaming, eSIM and travel product teams
| Step | What the customer experiences | What the operator does |
|---|---|---|
| The momentThe moment that started it. | A customer's booking, search or first foreign network attach says where they are going. | Reads destination and dates, from the booking, the search or the first attach, device esim support and network compatibility, entitlements and packs already held, consent, credit and fraud state. |
| The decisionThe decision to be made. | Nothing reaches the customer yet. | Ranks a roaming pack, a day pass, an eSIM plan or pay-as-you-go against the destination, the device and the entitlements held. |
| The safeguardsThe conditions that stop it. | Still nothing. No action is sent until every check has passed. | Destination coverage, device eSIM support, entitlement, price, consent and fraud checks pass. |
| The actionThe action that reaches the customer. | Confirm one plan and activate it before or at first attach, with the price shown in the customer's own currency. Reaches them on App, SMS, USSD, Web, in Kiswahili, English. | Recommends. The system that holds the right confirms, charges or provisions. |
| When it goes wrongRefusal, failure and recovery. | The plan is sold and paid for, and the partner network at the destination does not attach the device. | Activation is confirmed against the partner network before the charge settles, a failed attach reverses the charge with the reason, and the customer is told the pay-as-you-go position rather than left offline. |
| The resultThe change it made. | What changed for them is what is counted; nothing else is claimed. | Activated plans used at the destination, against bill shock and pay-as-you-go complaints. |
| The proofThe proof anyone can check. | Can be answered for, later, from the record. | Destination signal, device capability, coverage, quote, confirmation, activation and first-use record. |