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Device, retail and channel teams

Offer a device the customer can afford and the operator can actually deliver

A customer's handset drops the network on 4G. The flagship on the shelf would sell, on instalments they cannot carry. A cheaper device would keep them on the plan they have.

View requirements The product that runs it: Devices & Handsets

A pilot's requirements are specified: the data, the authority and the consent design.

Seen by the customer · Retail, Kiswahili

From the record, not a run: what would reach them, on Retail, App, Web, Dealer, in Kiswahili, English.

The case

Annotated from the record

What happened

A customer's device is failing, cannot use the services they pay for, or they have asked about an upgrade.

A customer's handset drops the network on 4G. The flagship on the shelf would sell, on instalments they cannot carry. A cheaper device would keep them on the plan they have.

What it 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

Checks before anything is sent

Credit eligibility, stock, plan compatibility, price, consent and fraud checks pass.

Every option considered, including doing nothing

  1. A device and plan pairing the customer's credit eligibility supportsConsidered
  2. An instalment offer on the device they asked for, with the total cost shownConsidered
  3. A certified pre-owned device that keeps the plan they haveConsidered
  4. No device offer, where the credit or stock position rules it outConsidered

No action is a valid outcome, and it is recorded with its reason. Nothing is computed on this page: the options are the record's own, and no run has decided anything.

Evidence record

Preview
Reference
Issued when a run is saved. An evaluation that was never saved has none.
Decision
One of the options, including no action, with the reason.
Checks
Credit eligibility, stock, plan compatibility, price, consent and fraud checks pass.
Evidence kept
  • Device signal
  • eligibility
  • stock
  • quote with total cost
  • credit decision
  • order
  • delivery
  • ninety-day status
The measures
Delivered devices on plans still active after ninety days, against total cost and returns.
Connection
Stated on every record. In the demonstration no operator system is connected, and each record carries that state.

The shape of the record, with no values. A reference appears only after a run is saved.

The improvement, and how it is measured

Hypothesis

A device the customer can afford keeps them on the plan for the term; one they cannot is a return, a default or both.

Desired result: Incremental revenue or retention; lower contact waste; improved conversion with margin guardrails

Modelled not observed

No figure is modelled for this journey. The mechanism that could produce the result is stated instead.

Ingest → qualify → score → apply limits/consent → assign control → execute approved action → capture delivery and business outcome → monitor/retrain

Observed

Nothing yet. Measurement begins in a pilot’s validate stage, on your systems, against a comparison agreed first.

Randomised holdout where feasible; intent-to-treat primary view; pre-declared denominator; guardrails for complaints, margin and opt-out

Measured on: Eligible population; treatment rate; conversion; incremental revenue; ARPU; churn; contact rate; margin; opt-out; decision latency

Assumptions, costs and the record’s five answers
  1. 01
    Desired result

    The result wanted.

    Incremental revenue or retention; lower contact waste; improved conversion with margin guardrails

  2. 02
    Mechanism

    The mechanism that could produce it.

    Ingest → qualify → score → apply limits/consent → assign control → execute approved action → capture delivery and business outcome → monitor/retrain

  3. 03
    Evidence required

    The records kept to show it.

    Decision log; eligibility snapshot; price/order response; delivery receipt; control assignment; revenue/outcome ledger

  4. 04
    Costs and risks

    The cost, and the ways it can go wrong.

    Costs: Setup fee + annual product subscription; optional managed execution fee; optional verified-outcome fee with agreed baseline

    If it fails: Fail closed on eligibility/consent/price; queue retryable events; do not duplicate orders; route exception to campaign operations

  5. 05
    Measurement approach

    The measure that shows it helped.

    Randomised holdout where feasible; intent-to-treat primary view; pre-declared denominator; guardrails for complaints, margin and opt-out

    Measured on: Eligible population; treatment rate; conversion; incremental revenue; ARPU; churn; contact rate; margin; opt-out; decision latency

Nothing has been observed for this product. Every line above is the record's own design intent; measurement begins in a pilot's validate stage, on your systems, with the comparison agreed first.

The business side

The change
Delivered devices on plans still active after ninety days, against total cost and returns.
Running cost
Setup fee + annual product subscription; optional managed execution fee; optional verified-outcome fee with agreed baseline
What evidence supports it
Device signal, eligibility, stock, quote with total cost, credit decision, order, delivery and ninety-day status.

The journey in detail

Step by step, from both sides
What the customer experiencesWhat 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.

Operator systems remain authoritative. HeuriTel reads these to propose an action; it does not decide on their behalf.

Refusal, failure and recovery

What goes wrong

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.

What happens then

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 products in this journey

Available to see today

A pilot's requirements are specified: the data, the authority and the consent design.

View requirements Request a working session