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Digital services, content and partnerships teams

Offer a content or gaming bundle the customer can actually use

A customer streams football every weekend on mobile data. A sports pass would save them money. Their plan does not include the partner app, and the pass cannot be cancelled from the app.

View requirements The product that runs it: OTT, Content, Sports, Gaming & Adjacent Services

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

Seen by the customer · App

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

The case

Annotated from the record

What happened

A customer's viewing, gaming or data pattern says a partner service would be used, or they ask for one.

A customer streams football every weekend on mobile data. A sports pass would save them money. Their plan does not include the partner app, and the pass cannot be cancelled from the app.

What it reads

  • Viewing, gaming and data patterns
  • Partner availability, rights and device support
  • Entitlements already held, and price
  • Consent and cancellation terms

Checks before anything is sent

Partner availability, rights, entitlement, device support, price, consent and cancellation terms pass.

Every option considered, including doing nothing

  1. A bundle that matches what they already watch or play, with the partner entitlement activatedConsidered
  2. A time-bound pass for the event or the weekendConsidered
  3. The partner service on its own, where the bundle adds nothingConsidered
  4. No offer, where the entitlement cannot be activated or cancelled cleanlyConsidered

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
Partner availability, rights, entitlement, device support, price, consent and cancellation terms pass.
Evidence kept
  • Usage signal
  • partner availability
  • rights
  • quote
  • confirmation
  • activation
  • first use
  • cancellation
  • margin
The measures
Activated bundles used in their first period, against cancellations and margin after the partner share.
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

A bundle that is used is renewed and earns its partner share; one that is not is a cancellation, a refund and a partner dispute.

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

  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

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
Activated bundles used in their first period, against cancellations and margin after the partner share.
Running cost
Setup fee + annual product subscription; optional managed execution fee; optional verified-outcome fee with agreed baseline
What evidence supports it
Usage signal, partner availability, rights, quote, confirmation, activation, first use, cancellation and margin.

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 viewing, gaming or data pattern says a partner service would be used, or they ask for one.Reads viewing, gaming and data patterns, partner availability, rights and device support, entitlements already held, and price, consent and cancellation terms.
The decisionThe decision to be made.The customer's screen is unchanged.Ranks a content, sports or gaming bundle, a time-bound pass, the partner service alone, or no offer against entitlement, partner availability and price.
The safeguardsThe conditions that stop it.Still unchanged: the action waits until every check has passed.Partner availability, rights, entitlement, device support, price, consent and cancellation terms pass.
The actionThe action that reaches the customer.Confirm one bundle or pass, activate the entitlement with the partner, and show how to cancel. Reaches them on App, Web, SMS, USSD.Recommends. The system that holds the right confirms, charges or provisions.
When it goes wrongThe failure, and the recovery.The bundle is charged and the partner's entitlement never activates, so the customer pays for a service they cannot open.The charge settles only on the partner's activation confirmation, a failed activation reverses the charge with the reason, and the customer is told rather than left to find out.
The resultThe change it made.What changed for them is what is counted; nothing else is claimed.Activated bundles used in their first period, against cancellations and margin after the partner share.
The proofThe proof anyone can check.Can be answered for, later, from the record.Usage signal, partner availability, rights, quote, confirmation, activation, first use, cancellation and margin.

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 bundle is charged and the partner's entitlement never activates, so the customer pays for a service they cannot open.

What happens then

The charge settles only on the partner's activation confirmation, a failed activation reverses the charge with the reason, and the customer is told rather than left to find out.

The products in this journey

Available to see today

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

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