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Personas

Telco CRM Platform

Field Value
Document Actor and Persona Definitions
Version 1.0
Parent BRD.md
Last updated 2026-06-19

This document expands the actors in BRD.md Section 4 into working personas. Each persona lists goals, pain points, and the primary functional requirements they exercise.

P1. Subscriber (End-User)

  • Profile: An individual mobile customer of TelcoX using web/mobile self-service.
  • Goals: Get a line activated quickly, understand remaining quota, pay bills, get help fast.
  • Pain points: Slow activation, surprise charges, no visibility into usage.
  • Key journeys: Onboarding (AC-01), quota check, invoice viewing and payment, ticket creation.
  • Primary requirements: FR-01..04, FR-09, FR-13, FR-18, FR-25, FR-31.

P2. Call Center Agent

  • Profile: Customer support representative resolving inbound contacts.
  • Goals: Resolve tickets within SLA, see accurate subscriber state, make manual changes.
  • Pain points: Fragmented customer view, slow lookups, unclear SLA timers.
  • Key journeys: Ticket triage and resolution, subscriber inspection, manual plan change.
  • Primary requirements: FR-31..33, FR-03, FR-14.

P3. Field Dealer

  • Profile: Retail dealer activating subscribers in store.
  • Goals: Activate new subscribers and sell SIMs with minimal friction; capture KYC correctly.
  • Pain points: Re-keying customer data, KYC rejections, SIM/MSISDN allocation delays.
  • Key journeys: New subscriber activation, KYC data entry, SIM sale.
  • Primary requirements: FR-01, FR-02, FR-09, FR-13.

P4. Marketing Manager (post-MVP focus)

  • Profile: Owns tariff positioning and campaigns.
  • Goals: Launch tariffs/segments quickly; analyze adoption.
  • Pain points: Slow catalog changes, no segmentation tooling (campaign engine is post-MVP).
  • Key journeys: Tariff definition input, segmentation (post-MVP).
  • Primary requirements: FR-05..08 (campaign/segmentation deferred per BRD 7.2).

P5. System Administrator

  • Profile: Platform administrator managing catalog and access.
  • Goals: Maintain accurate product catalog; manage users, roles, and permissions safely.
  • Pain points: Risky bulk changes, lack of audit trail.
  • Key journeys: Catalog CRUD, user/role administration, KYC approval.
  • Primary requirements: FR-05..08, FR-IAM-04, FR-02.

P6. Billing Operator

  • Profile: Finance/operations user overseeing invoicing.
  • Goals: Ensure bill-run completes correctly and on time; handle invoice corrections.
  • Pain points: Long bill-run windows, manual reconciliation, invoice disputes.
  • Key journeys: Trigger/monitor bill-run, invoice cancellation, payment reconciliation.
  • Primary requirements: FR-21..24.

P7. Internal Service (System Actor)

  • Profile: Service-to-service interactions, scheduled jobs, CDR mediation.
  • Goals: Reliable event publish/consume, idempotent processing, replayable streams.
  • Pain points: Duplicate events, ordering issues, schema drift.
  • Key journeys: Event publish via outbox, idempotent consume via inbox, scheduled bill-run, CDR ingestion.
  • Primary requirements: ARC-05, ARC-06, FR-17, FR-21.

Document end.