At a glance
Lets customers manage their account, usage, bills and services themselves.
Key data
Receives from
- Party & account
- Billing
- Charging
- Orders
Sends to
- Order capture
- Payments
- Tickets
How it works
The main steps, end to end.
- 1Customer signs in securely
- 2Sees usage, balances and bills
- 3Changes plans, add-ons and settings
- 4Pays bills and manages payment methods
- 5Raises requests or chats for help
Core Capabilities
What eCare provides to existing subscribers after service activation
Account Dashboard
- Real-time summary of all active lines, plans and service status
- Current billing period usage: data, voice and messaging against plan allowance
- Outstanding balance and next payment due date prominently displayed
- Active promotion and discount period indicators per subscription
- Alert banners: service issues, payment overdue, KYC expiry, promotional offers
- Quick navigation to most-used self-care actions
Service Management
- View all active subscriptions with plan details, expiry and renewal dates
- Change current plan to an available upgrade or downgrade option
- Activate and deactivate optional service features (e.g. international roaming, voicemail)
- Request SIM exchange for lost, damaged or device upgrade scenarios
- Request service suspension and reactivation
- No new subscription activation — new service orders handled through dedicated sales channels
Bill & Usage View
- View current and historical invoices with full itemised charge breakdown
- Real-time data usage progress against monthly allowance with visual indicator
- Voice and messaging consumption per billing period
- Payment history: all past payments, methods and dates
- Invoice PDF download for personal record keeping
- Usage alert thresholds: subscriber sets notification triggers at configurable usage percentages
Profile Management
- Update personal contact details: phone number, email address
- Update delivery and billing address
- Manage payment method: add, update or switch payment method
- Change preferred communication language and notification preferences
- Linked device management: view devices associated with each line
- Account security: password change, MFA device management
Order History & Tracking
- View full order history: activations, changes, exchanges, accessories
- Real-time status of in-progress orders (e.g. device delivery tracking)
- Order detail view: items ordered, pricing, applied discounts
- Cancel eligible in-flight orders within the cancellation window
- Download order confirmation documents
Support & Self-Help
- Access FAQ and self-service troubleshooting guides
- Raise a service enquiry or complaint via integrated support channel
- View status of open support requests and their resolution progress
- Chat or callback request with customer support team
- Network status and outage information for the subscriber's service area
Storage & Persistence
How and where eCare stores and accesses its data
Document Data Store
- Active subscriber session state
- Notification preferences and alert threshold settings
- Dashboard personalisation state
- Support request drafts
Event Bus
- Service change events to Order Capture
- Payment submission events
- Profile update events to Party Management
- Support ticket creation events
API Gateway
- All data read from backend services: Billing, Party Management, Usage API, Order Management
- eCare never writes directly to backend stores — all changes via API calls
- Auth token validated per request
Design Principles
Key architectural decisions behind eCare
Post-activation Only
eCare is designed exclusively for subscribers with active services. It does not handle new activations, new number registration or new account creation — those journeys belong to the Web Portal and in-store channel. This keeps eCare focused on service management and self-care for existing customers.
Read-heavy, Write-careful
The majority of eCare interactions are read-only: viewing bills, checking usage, browsing service details. Write actions (plan change, SIM exchange, payment update) are routed through proper order or account management APIs with validation. eCare never bypasses backend business rules.
Proactive Subscriber Awareness
eCare surfaces contextual alerts and banners driven by the Interaction Management module — overdue billing, promotional offer eligibility, KYC expiry, service issues. Subscribers see relevant information without needing to search, reducing support contact volume.
A chat assistant answers questions about bills, usage and plans.
Show each customer the actions and offers most relevant to them.
More in 30 AI & ML use cases and AIOps for BSS.