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

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

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

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: 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: 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 customer who cannot get back online generates nothing and may not come back at all.

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: 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.	The customer's screen is unchanged.	Ranks top-up, emergency credit, DCB service or free-safe access.
The safeguardsThe conditions that stop it.	Still unchanged: the action waits 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.	Recommends. The system that holds the right confirms, charges or provisions.
When it goes wrongThe failure, and the 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.

The failure, and the 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.

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