Reach platform offering
End-to-end capabilities, scope, and operating model for the Reach platform.
Overview
Reach platform is a managed MVNO platform. It supports commerce, activation, billing, account management, and care. It is delivered as a white-labeled web and mobile experience.
Customer-facing surfaces:
Branded website
Mobile app (“That’s My Mobile”)
Self-service portal (My Account / MyAccount)
Brand team surfaces:
Reach Central (sales, support, and business oversight)
Reach delivers this through the core platform plus integrated third-party services. Brand differences are handled through configuration, not custom builds.
At a glance
What it is: a managed MVNO platform for commerce, activation, billing, care, reporting, and support.
Problem it solves: avoids building and operating a full MVNO stack from scratch.
Who it’s for: MVNO brands and ECHO tenants launching mobile services on Reach.
Business objective
Enable brands to launch and operate mobile services quickly. Standard capabilities require no custom development.
Strategic goal: reduce time-to-market and total cost of ownership.
Operational benefit: managed infrastructure, integrated billing/provisioning, multi-tier support, automatic updates.
Why it exists: brands want mobile services without owning the full tech and ops stack.
Scope
Included
Customer experience
White-labeled website (template-based and branded)
White-labeled mobile app (“That’s My Mobile”)
Self-service portal (My Account / MyAccount)
Device and SIM management (order, fulfillment, activation)
Lifecycle communications (transactional and promotional)
Commerce, billing, and payments
Payment processing
Billing engine (one-time and recurring charges)
Invoicing
Taxes and compliance (standard handling)
Product catalog (plans, pricing, add-ons, bundles, offers)
Business rules (policy and workflow configuration)
Network and provisioning
Activation across supported carriers
Eligibility checks
Service provisioning
SIM and eSIM inventory management
Network diagnostics
Support for MVNE and MVNA models
Reach Central (brand team)
Sales agent workflows (orders, onboarding, promotions)
Support agent workflows (profiles, billing views, tickets, escalation)
Business oversight (analytics, reporting, operations)
Customer lifecycle visibility (touchpoints logged end-to-end)
Care and support
L1 tools for the brand’s frontline agents (via Reach Central)
Reach-provided L2 and L3 support
Ticketing and escalation routing
Reporting and insights
Standard dashboards (activations, revenue trends, lifecycle, tickets, efficiency)
Standard reports (operations, growth, retention)
APIs
Standard Reach APIs
MAM and other supported platform APIs
API documentation and onboarding guides
Standard authentication and rate limits
Onboarding
Configuration-driven setup
Custom domain setup (supported patterns)
Bolt-on enablement from an approved list
Standard launch readiness checklist
Not included (available as add-ons)
Add-ons are scoped and priced on a time and materials (T&M) basis.
Experience and UI
UI/UX changes beyond standard templates
Fully bespoke mobile app (replacing “That’s My Mobile”)
Custom SIM kits, packaging, and inserts
Custom SPN (Service Provider Name). Default SPN is “Mobile”.
Platform and logic
Custom business logic and workflows
Advanced discount validation logic
Client-specific feature enhancements
Integrations and access
Custom third-party integrations
Single sign-on (SSO) for agents and customers
Data and reporting
Custom dashboards and reporting views
Client-specific metrics and analytics
Communications
Email customizations beyond default branding
LNS (Letter Notification Service) customizations
Target users
Customers
Buy plans via web/app, activate service, self-serve in My Account / MyAccount, contact support
Brand sales agents
Create orders, onboard customers, apply promotions in Reach Central
Brand support agents
Manage profiles, view billing, create and route tickets, escalate to Reach L2/L3
Brand business stakeholders
View analytics, reporting, and operational performance in Reach Central
Brand admins / product owners
Define plans, add-ons, bundles, pricing, and brand assets within supported configuration
Core capabilities
Customers browse web/app, select products, check out, activate service, and manage their account. Agents sell and support through Reach Central. Reach provides infrastructure, provisioning, billing, and L2/L3 support.
Platform components
White-labeled website
Template-based branded storefront
“That’s My Mobile”
White-labeled mobile app
My Account / MyAccount
Customer self-service portal
Reach Central
Back-office platform (sales, support, stakeholder access)
Product catalog
Plans, add-ons, bundles, pricing, offers
Billing engine
One-time and recurring charges, invoicing, tax
Payment processing
Secure customer payments
Network and provisioning
Activation, eligibility, SIM/eSIM, diagnostics
Care and support
L1 tools + Reach L2/L3 + escalation/ticketing
Lifecycle communications
Transactional and promotional notifications
Reporting and insights
Standard dashboards and reports
APIs
Account, activation, and platform integration
Business rules
Configuration-driven
Brand differences are handled through configuration. Anything outside configuration is scoped as a paid add-on.
Product catalog
Products must fit supported structures (plans, add-ons, bundles). Custom product logic is an add-on.
Branding
Branding is applied to standard templates. UI/UX changes beyond templates are add-ons.
SPN
Default SPN is “Mobile”. Custom SPN is an add-on.
SSO
Not included by default. Available as an add-on for agents, customers, or both.
Bolt-ons
Enabled from an approved list.
Support model
Brand handles L1 in Reach Central. Reach provides L2/L3.
Dunning
Standard dunning and revenue assurance policies apply.
Platform updates
Updates ship automatically. Brands get release communications for relevant changes.
Operational workflow
Onboarding
Confirm scope and add-ons
Reach confirms requirements fit the standard feature set and identifies add-ons.
Configure tenant
Reach configures branding, catalog, domain, bolt-ons, payment gateway, notifications, and Reach Central access.
Provide brand inputs
Brand provides assets, product definitions, pricing, and required credentials.
Finalize configuration
Reach enables products and configures Reach Central roles.
Launch readiness and go-live
Reach runs the launch checklist. Brand signs off. Reach takes the brand live.
Steady state
Purchase and activation
Customers shop, check out, and activate service (SIM/eSIM/BYOD/device).
Billing and lifecycle
Platform runs billing cycles, invoicing, usage tracking, and dunning.
Support and escalation
Brand support agents use Reach Central and escalate to Reach L2/L3 as needed.
Configuration changes
Brand requests a change (catalog, pricing, template, bolt-on).
Reach evaluates whether the change is within configuration.
Reach applies changes in scope. Out-of-scope items are scoped as add-ons.
Financial impact
Platform fee: per the commercial agreement.
Add-ons: scoped and priced on a T&M basis.
Payment processing: through supported gateways, per gateway fee terms.
Billing: handled by the platform (one-time charges, recurring billing, invoicing, tax).
Reporting and visibility
Standard dashboards
Activations, revenue trends, lifecycle metrics, ticket volume, efficiency measures
Standard reports
Operational and commercial metrics
Stakeholder access
Analytics and operational oversight via Reach Central
Custom dashboards / reporting
Available as a paid add-on
Controls and safeguards
Data isolation: customer data is isolated by brand/tenant.
Role-based access: Reach Central enforces access levels by role.
Configuration boundaries: out-of-scope changes are treated as add-ons.
Customer visibility: full history across profile, orders, billing, and fulfillment.
Escalation path: brand L1 → Reach L2/L3 via ticket routing.
Platform updates: tested before release. Brands receive change communications.
Edge cases and exceptions
Custom business logic
Add-on (T&M)
Fully bespoke mobile app
Add-on, replacing “That’s My Mobile”
SSO
Add-on for agents, customers, or both
UI/UX beyond templates
Add-on
Custom integrations
Add-on, scoped per integration
Custom reporting
Add-on
Custom SPN
Add-on. Default SPN is “Mobile”.
Not listed
Reach evaluates and scopes if feasible
Dependencies
Brand provides
Brand assets
Logo, colors, fonts, legal copy
Product definitions
Plans, add-ons, bundles, pricing
Domain DNS
DNS updates for the custom domain
Analytics
GA tracking ID (if needed)
Integration credentials
Credentials for brand-owned third-party services
Reach provides
Network provisioning
Activation, eligibility checks, SIM/eSIM across carriers
Payment processing
Integrations for supported gateways
Mobile app
“That’s My Mobile” white-labeled for the brand
L2/L3 support
Escalation support beyond brand L1
Platform infrastructure
Managed hosting, updates, monitoring
Risks and considerations
Requirements exceed standard scope
Delay or added cost
Reach identifies gaps during onboarding. Add-ons are scoped up front.
Late brand deliverables
Launch timeline extends
Launch checklist defines deadlines. Reach flags delays early.
Platform update affects experience
Unexpected changes
Release communications + platform testing before release.
Add-on delivery slips
Go-to-market delay
Add-ons are scoped with timelines before work begins.
Questions or clarification? Reach out to your respective account manager or email at [email protected]
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