Wireless - Device Instalments Cards

The Wireless - Device Instalments Cards feature is designed to help customers track the details of their device instalment plans. This feature provides a clear and concise view of all device-related billing information, including the total cost of the device, the number of instalments made, the remaining balance, and any applicable fees. The information is displayed as a card within the Bill Explainer microsite, allowing users to quickly access and review their instalment details.

This feature is particularly beneficial for customers who have purchased wireless devices (e.g., smartphones) on a payment plan, as it provides a transparent breakdown of their financial obligations and remaining payments.

Key Benefit

• For Consumers: Offers a simple and organized view of their device instalment plan, helping them manage their payments and understand the remaining balance.

• For Customer Service Representatives (CSRs): Provides clear information to assist customers with inquiries about their device instalment plans, reducing the time required for support.

• For Analysts: Enables better tracking of device instalment plans and customer payment behavior, allowing for more targeted offers and payment reminders.

Use Case

The Problem

Customers often find it difficult to keep track of their device instalment payments, especially when combined with other charges on their monthly bill. This confusion can lead to missed payments or dissatisfaction due to a lack of transparency about the remaining balance.

The Solution

Wireless - Device Instalments Cards provide a clear breakdown of all device-related billing details, including the original cost, the number of instalments made, and the outstanding balance. This enables customers to easily track their payment progress and understand their financial obligations.

Benefits

• Transparency: Customers can see a detailed view of their device instalment plan, reducing confusion about their payment status.

• Convenience: The feature provides a single location for customers to track their device payments, making it easier to manage their finances.

• Proactive Payment Management: By knowing how many instalments remain, customers can better manage their future payments and avoid missing any due dates.

How it works

• When a customer accesses the Bill Explainer microsite, the Wireless - Device Instalments Cards are displayed as part of their billing overview.

• Each card includes detailed information such as the device name, total cost, number of instalments made, and the remaining balance.

• Customers can click on the card to expand it and view additional details about the instalment plan, including any applicable fees or adjustments.

• The card is updated with each billing cycle to reflect the latest payment information.

Common Issues/Troubleshooting

• Issue: "The instalment details don’t match what I’ve paid."
  Solution: This could be due to a delay in updating the billing information. Recommend waiting for the next billing cycle or contacting customer support for immediate assistance.

• Issue: "I can’t find the device instalment card."
  Solution: Ensure that the device instalment plan is correctly linked to the customer’s account. Missing information may indicate an issue with the billing provider’s data feed.

• Issue: "The remaining balance is incorrect."
  Solution: This could occur if there was a recent payment that hasn’t been processed yet. Recommend checking the next billing cycle for an updated balance.