BSS/OSS Reference
Use Case Library

Register new subscriber, select plan and SIM type, complete identity verification, activate service.

Onboard a business customer with corporate account, multiple lines and billing account setup.

New subscriber brings existing number from another carrier. Requires number portability and new activation.

Register multiple members under one account with a shared plan and group billing.

Subscriber activates via campaign offer with discounted plan or free device.

MVNO partner or reseller activates a subscriber on the host network platform.

Subscriber pre-orders device before release; activation triggered when stock arrives.

Former subscriber re-joins; account and billing history may be reused.

Subscriber buys a device at full price. Requires stock allocation and delivery.

Subscriber purchases device spread over monthly payments. Finance plan applied.

Existing subscriber replaces current device with a newer model. Trade-in may apply.

Subscriber swaps SIM card due to device change, damage or loss.

Subscriber purchases a home broadband router or hotspot device.

Subscriber activates companion device (smartwatch) on a family sharing line.

Subscriber enrols in a device protection or warranty service at purchase.

Subscriber buys accessories (case, cable, charger) with or without a device.

Subscriber returns device within the return window. Order reversal triggered.

Subscriber moves to a higher-tier plan. Billing pro-ration applied from change date.

Subscriber moves to a lower-tier plan effective from next billing period.

Subscriber switches between equivalent plans at the same price point.

Subscriber activates a value-added service (extra data, international calls, streaming).

Subscriber removes a value-added service from their active subscription.

Subscriber activates roaming service before travelling internationally.

Subscriber temporarily suspends their service voluntarily.

Suspended subscriber restores their service after resolving the cause.

Subscriber terminates their subscription voluntarily.

Subscriber downloads eSIM profile to a compatible device after order.

Subscriber requests a different phone number to be allocated.

Subscriber activates a second number sharing the primary plan (wearable).

Subscriber transfers their existing number to this network from another carrier.

Subscriber leaves this network and transfers their number to another carrier.

Subscriber cancels a port-in or port-out request before cutover.

Port cutover scheduled at specific date and time coordinated with clearing house.

Port-in performed simultaneously with a plan or SIM type change.

Subscriber completes identity check using an NFC-enabled IC chip document.

Subscriber uploads identity document images for online identity verification.

Subscriber completes liveness check and face match to identity document.

Failed KYC is reset to allow subscriber to retry verification.

Under-age subscriber registered with parental consent and guardian agreement.

System validates KYC status before allowing order or service change to proceed.

System generates monthly invoice for all recurring charges and usage.

Subscriber pays invoice by credit card via card authorisation network.

Invoice collected automatically from subscriber's bank account on due date.

Subscriber pays invoice at participating retail location using payment slip.

Single charge collected for device, accessory or one-off fee.

Subscriber disputes a charge. Agent reviews and applies credit if warranted.

Agent applies credit or adjustment to subscriber's account after investigation.

Automated reminder sent before and after invoice due date.

Subscriber changes their registered payment method.

Subscriber downloads past invoices as PDF from self-service portal.

Automatic retry when initial payment collection fails.

First reminder sent after payment due date is missed.

Second formal notice with payment slip issued when Stage 1 is unresolved.

Service suspended after final dunning due to persistent non-payment.

Payment confirmed; invoice closed and service restored if previously suspended.

Formal dunning letter generated and delivered to subscriber at each stage.

Agent manually records a payment received through an offline channel.

Account permanently written off after all collection stages are exhausted.

Care agent searches for subscriber using phone number, email, IMEI or order ID.

Subscriber or agent checks current data, voice and messaging usage and balance.

Agent creates a support ticket on behalf of subscriber for a reported issue.

Agent resolves and closes a support ticket after addressing the issue.

Subscriber updates delivery or billing address on their account.

Subscriber updates phone number or email contact on their account.

Subscriber resets their portal login password via OTP verification.

Subscriber sets notification channels and opt-in/opt-out preferences.

Subscriber or agent cancels an order that has not yet been fulfilled.

Subscriber or agent schedules a callback for an unresolved enquiry.

Agent sees complete subscriber view: orders, billing, usage, contracts and cases.

Agent verifies subscriber identity using security PIN or challenge questions.

Contract document generated automatically on new service activation.

Subscriber digitally signs service contract via self-service or in-store.

Subscriber requests a copy of their signed contract.

Contract formally closed on service disconnection or plan cancellation.

Subscriber renews service commitment with updated terms.

Contract modified due to plan change, address update or legal requirement.

New device shipment received from supplier and recorded in inventory.

Physical device dispatched to subscriber's address after order confirmation.

Subscriber tracks the real-time delivery status of their device or SIM order.

Physical SIM dispatched to subscriber's address for non-in-store activation.

Returned device processed for condition assessment, stock update and refund.

Operations team alerted when device or SIM stock falls below reorder threshold.

Stock moved between stores or warehouses to balance inventory.

Periodic physical count reconciled against system inventory records.

Subscriber activates a plan or device as part of an active marketing campaign.

Subscriber applies a coupon code at checkout for a promotional discount.

Eligible subscriber sees a personalised offer based on campaign rules.

Plan, device and accessories bundled at a special combined price.

Time-bound promotional price available only within a campaign validity window.

Special offer triggered by subscriber tenure or loyalty tier milestone.

Targeted offer sent to subscribers who have churned or expressed intent to leave.

Marketing team reviews redemption rates, revenue uplift and ROI per campaign.

New subscriber's service activated on network elements after order fulfilment.

Network profile updated to reflect subscriber's new plan entitlements.

Subscriber's service suspended on network due to non-payment or request.

Suspended service restored on network after payment or request received.

eSIM profile downloaded and activated on subscriber's compatible device.

Subscriber's roaming entitlement updated on network when roaming is activated.

Subscriber's charging profile created in charging system on first activation.

Third-party partner service (warranty, streaming, security) activated for subscriber.

Phone number, IP address or SIM ICCID reserved and allocated to subscriber.

Operations reviews daily activation, revenue and device sales figures.

Business team reviews total subscribers, net growth, churn rate and ARPU.

Finance team reconciles invoiced amounts against collected payments.

Compliance team generates activation and KYC completion reports for regulators.

Security team investigates suspicious account activity and applies blocks.

Operations monitors service health, latency and error rates in real time.

On-call engineer alerted when a service response time exceeds threshold.

BI team extracts data for downstream analytics and regulatory compliance.

Compliance reviews access and transaction audit logs for security review.