Broadband, fibre and fixed-wireless teams

Sell only the broadband that can be installed at the address

A household wants fibre. The map says the street is covered. The last three orders on that street were cancelled after the installer found no port.

View requirements The product that runs it: Home Broadband, Fibre & FWA

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

Seen by the customer · Web

From the record, not a run: what would reach them, on Web, App, Retail, Call.

The case

Annotated from the record

What happened

A household asks for broadband, or a mobile customer's home usage says they need it.

A household wants fibre. The map says the street is covered. The last three orders on that street were cancelled after the installer found no port.

What it reads

Address serviceability from the network's own records
Installation capacity and appointment availability
Household usage and plan eligibility
Consent, credit and the services already held

Checks before anything is sent

Address serviceability, installation capacity, plan eligibility, price, consent and credit checks pass.

Every option considered, including doing nothing

Fibre, where the address is serviceable and an installation can be bookedConsidered
Fixed wireless, where fibre is not available and the signal supports itConsidered
A mobile-data fallback until the address is serviceableConsidered
No offer, with the serviceability position and a date to check againConsidered

Doing nothing is one of the outcomes, and it is recorded with its reason. The options are the record's own; a run decides between them.

Evidence record

Preview

Reference: The reference of the saved run.
Decision: One of the options, including no action, with the reason.
Checks: Address serviceability, installation capacity, plan eligibility, price, consent and credit checks pass.
Evidence kept: Address
serviceability result
plan quote
appointment
installation record
activation
first month
The measures: Installed and active services, against sales that could not be installed.
Connection: Written on every record: the systems the run read, and the sample it ran on.

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

An installed service is a household kept for years; a sale that cannot be installed is a cancellation and a complaint on the same day.

Modelled

The mechanism that could produce the result, stated; the figure is measured in the pilot.

Observed

Measured in a pilot’s validate stage, on your systems, against a comparison agreed first.

The result, the mechanism, the measurement, and the record’s five answers

Desired result

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

Mechanism

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

Measurement

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

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

Measured in the pilot's validate stage, on your systems, with the comparison agreed first. Every line above is the record's own design intent.

The business side

The change: Installed and active services, against sales that could not be installed.
Running cost: Setup fee + annual product subscription; optional managed execution fee; optional verified-outcome fee with agreed baseline
What evidence supports it: Address, serviceability result, plan quote, appointment, installation record, activation and first month.

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.	A household asks for broadband, or a mobile customer's home usage says they need it.	Reads address serviceability from the network's own records, installation capacity and appointment availability, household usage and plan eligibility, consent, credit and the services already held.
The decisionThe decision to be made.	The customer's screen is unchanged.	Ranks fibre, fixed wireless, a mobile-data fallback or no offer against serviceability at the address.
The safeguardsThe conditions that stop it.	Still unchanged: the action waits until every check has passed.	Address serviceability, installation capacity, plan eligibility, price, consent and credit checks pass.
The actionThe action that reaches the customer.	Offer the service the address can take, book the installation, and confirm the plan only when the appointment exists. Reaches them on Web, App, Retail, Call.	Recommends. The system that holds the right confirms, charges or provisions.
When it goes wrongThe failure, and the recovery.	The sale is confirmed on the map's coverage, and the installer finds no port; the customer has already cancelled their previous provider.	The plan is confirmed only when the appointment exists, a failed installation is recorded against the address rather than the customer, and the fallback is offered before the previous service is cancelled.
The resultThe change it made.	What changed for them is what is counted; nothing else is claimed.	Installed and active services, against sales that could not be installed.
The proofThe proof anyone can check.	Can be answered for, later, from the record.	Address, serviceability result, plan quote, appointment, installation record, activation and first month.

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

The failure, and the recovery

What goes wrong

The sale is confirmed on the map's coverage, and the installer finds no port; the customer has already cancelled their previous provider.

What happens then

The plan is confirmed only when the appointment exists, a failed installation is recorded against the address rather than the customer, and the fallback is offered before the previous service is cancelled.

The products in this journey

Runs the decision
Home Broadband, Fibre & FWA
When a household asks for broadband, compare fibre, fixed wireless, a mobile fallback and no offer against serviceability, installation capacity and what the household needs.
Contributes
Network Investment & Intelligence
where the serviceability gaps the offer keeps meeting should be built out
Contributes
Contact Centre & Customer Care
where a failed installation becomes a case with an owner
The definition it demonstratesHeuriTel Broadband Acquisition
Results it movesImprove customer acquisition · Grow customer revenue

Available to see today

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

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