Prepaid, digital channel and commercial teams

Help a customer with no credit get back online

A customer's data has run out. They cannot browse, cannot reach the app, and have no credit to buy more.

View requirements The product that runs it: Real-Time Revenue Moments

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

Seen by the customer · Captive portal, Kiswahili

From the record, not a run: what would reach them, on Captive portal, USSD, App, SMS, in Kiswahili, English.

The case

Annotated from the record

What happened

The network detects an exhausted allowance or blocked data session.

A customer's data has run out. They cannot browse, cannot reach the app, and have no credit to buy more.

What it reads

Balance and recharge pattern
Repayment history on previous advances
Whether the session is genuinely out of data

Checks before anything is sent

Eligibility, credit, consent, price, partner and risk checks pass.

Every option considered, including doing nothing

A small emergency allowance repaid on next rechargeConsidered
A pack purchasable without data, through the portal itselfConsidered
A partner-funded option where one appliesConsidered
Take no action, and record whyConsidered A valid outcome

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: Eligibility, credit, consent, price, partner and risk checks pass.
Evidence kept: Network event
quote
confirmation
charge
fulfilment
reversal state
The measures: Confirmed fulfilment by top-up, loan or direct carrier billing.
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 customer who cannot get back online generates nothing and may not come back at all.

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

01
Desired result
The result wanted.
Incremental revenue or retention; lower contact waste; improved conversion with margin guardrails
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
03
Evidence required
The records kept to show it.
Decision log; eligibility snapshot; price/order response; delivery receipt; control assignment; revenue/outcome ledger
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
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: Confirmed fulfilment by top-up, loan or direct carrier billing.
Running cost: Setup fee + annual product subscription; optional managed execution fee; optional verified-outcome fee with agreed baseline
What evidence supports it: Network event, quote, confirmation, charge, fulfilment and reversal state.

The journey in detail

Step by step, from both sides

Step	What the customer experiences	What the operator does
The momentThe moment that started it.	The network detects an exhausted allowance or blocked data session.	Reads balance and recharge pattern, repayment history on previous advances, whether the session is genuinely out of data.
The decisionThe decision to be made.	Nothing reaches the customer yet.	Ranks top-up, emergency credit, DCB service or free-safe access.
The safeguardsThe conditions that stop it.	Still nothing. No action is sent until every check has passed.	Eligibility, credit, consent, price, partner and risk checks pass.
The actionThe action that reaches the customer.	Confirm and fulfil the selected service without general data access. Reaches them on Captive portal, USSD, App, SMS, in Kiswahili, English.	Recommends. The system that holds the right confirms, charges or provisions.
When it goes wrongRefusal, failure and recovery.	The customer is not eligible for an advance and has no way to pay.	A no-cost route is offered instead of a dead end, and the refusal reason is shown rather than implied.
The resultThe change it made.	What changed for them is what is counted; nothing else is claimed.	Confirmed fulfilment by top-up, loan or direct carrier billing.
The proofThe proof anyone can check.	Can be answered for, later, from the record.	Network event, quote, confirmation, charge, fulfilment and reversal state.

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 customer is not eligible for an advance and has no way to pay.

What happens then

A no-cost route is offered instead of a dead end, and the refusal reason is shown rather than implied.

The products in this journey

Runs the decision
Real-Time Revenue Moments
When a balance or an entitlement runs out, compare restoring the service, an affordable offer and doing nothing before anything is charged.
Contributes
Pack, Pricing & Recharge
the packs a recovery offer draws from
Contributes
Mobile Money, Credit & Financial Services
where an emergency allowance becomes credit, and a regulated ledger decides
The definition it demonstratesHeuriTel Data Exhaustion
Results it movesGrow customer revenue · Launch and monetise digital services

Available to see today

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

View requirements Request a working session