Reach Platform offering
End-to-end capabilities, scope, and operating model for the Reach Platform.
Overview
Reach Platform is a managed MVNO platform for commerce, activation, billing, account management, care, and reporting. It ships as a white-label 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 for sales, support, and business oversight
Brand differences are handled through configuration, not custom builds.
At a glance
What it is: a managed platform for launching and operating mobile services
What it replaces: a custom-built MVNO stack
Who it’s for: MVNO brands and ECHO tenants on Reach
Scope
Included
Customer experience
White-label website and mobile app
Self-service portal
Device and SIM order, fulfillment, and activation flows
Transactional and promotional communications
The detailed account rules behind these journeys follow the standard account management policy.
Commerce, billing, and payments
Payment processing
One-time and recurring billing
Invoicing
Standard tax and compliance handling
Product catalog for plans, add-ons, bundles, and offers
Catalog governance, charging logic, and payment handling follow the standard platform policies.
Network and provisioning
Activation across supported carriers
Eligibility checks and service provisioning
SIM and eSIM inventory management
Network diagnostics
Support for MVNE and MVNA models
SIM handling and carrier-specific behavior follow the standard platform rules.
Reach Central
Sales workflows
Support workflows
Analytics and operational oversight
Customer lifecycle visibility
Standard reporting outputs are available through Reach Central.
Support, reporting, and APIs
L1 tools for brand agents
Reach-provided L2 and L3 support
Standard dashboards and reports
Standard Reach APIs and onboarding guides
Standard customer messaging, fraud controls, and abuse protections are included in the platform.
Onboarding
Configuration-driven setup
Supported custom domain setup
Bolt-on enablement from the approved list
Launch readiness checklist
Use the onboarding pages in this section for required inputs and sequencing.
Available as add-ons
Add-ons are scoped on a time and materials (T&M) basis.
UI or UX changes beyond standard templates
Fully bespoke mobile app
Custom SIM kits, packaging, or inserts
Custom SPN. Default SPN is Mobile
Custom business logic or workflows
Advanced discount logic
Custom third-party integrations
SSO for agents or customers
Custom dashboards, metrics, or reporting views
Communication changes beyond default branding
Target users
Customers
Buy plans, activate service, self-serve, and contact support
Brand sales agents
Create orders, onboard customers, and apply promotions in Reach Central
Brand support agents
Manage profiles, view billing, create tickets, and escalate to Reach L2/L3
Brand business stakeholders
Review analytics, reporting, and operational performance
Brand admins / product owners
Define plans, pricing, bundles, add-ons, and brand assets within supported configuration
Core capabilities
Customers browse web or app, check out, activate service, and manage their account. Agents sell and support through Reach Central. Reach handles 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 for sales, support, and oversight
Product catalog
Plans, add-ons, bundles, pricing, and offers
Billing engine
One-time and recurring charges, invoicing, and tax
Payment processing
Secure customer payments
Network and provisioning
Activation, eligibility, SIM/eSIM, and diagnostics
Care and support
L1 tools plus Reach L2/L3 and escalation routing
Lifecycle communications
Transactional and promotional notifications
Reporting and insights
Standard dashboards and reports
APIs
Account, activation, and platform integrations
Business rules
Configuration-driven
Brand differences are handled through configuration. Anything outside it is scoped as a paid add-on.
Product catalog
Products must fit supported plan, add-on, and bundle structures. Custom logic is an add-on.
Branding
Branding applies 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.
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 receive release communications when relevant.
Related policy detail is covered in the product, promotion, and compliance references.
Operational workflow
Onboarding
Confirm scope
Reach checks fit against the standard feature set and identifies add-ons.
Configure tenant
Reach sets branding, catalog, domain, bolt-ons, payment gateway, notifications, and access.
Provide inputs
The brand provides assets, product definitions, pricing, and credentials.
Finalize and launch
Reach completes configuration, runs the checklist, and takes the brand live after sign-off.
Steady state
Purchase and activation
Customers shop, check out, and activate service.
Billing and lifecycle
The platform runs billing, invoicing, usage tracking, and dunning.
Support and escalation
Brand support uses Reach Central and escalates to Reach L2/L3 when needed.
Configuration changes
The brand requests a change.
Reach confirms whether it fits configuration.
In-scope items are applied. Out-of-scope items are scoped as add-ons.
Commercial model
Platform fee: per commercial agreement
Add-ons: scoped on a T&M basis
Payment processing: billed per supported gateway terms
Billing operations: handled by the platform
Reporting and controls
Standard visibility
Standard dashboards
Activations, revenue trends, lifecycle metrics, ticket volume, and efficiency
Standard reports
Operational and commercial metrics
Stakeholder access
Analytics and operational oversight via Reach Central
Custom dashboards / reporting
Available as a paid add-on
Safeguards
Customer data is isolated by brand or tenant
Reach Central uses role-based access
Out-of-scope changes are treated as add-ons
Customer history is visible across profile, orders, billing, and fulfillment
Escalations follow brand L1 → Reach L2/L3
Platform updates are tested before release
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, and legal copy
Product definitions
Plans, add-ons, bundles, and 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, and SIM/eSIM management
Payment processing
Integrations for supported gateways
Mobile app
White-labeled “That’s My Mobile”
L2/L3 support
Escalation support beyond brand L1
Platform infrastructure
Managed hosting, updates, and monitoring
Risks and considerations
Requirements exceed standard scope
Delay or added cost
Gaps are identified during onboarding. Add-ons are scoped up front.
Late brand deliverables
Launch timeline extends
The launch checklist defines deadlines. Reach flags delays early.
Platform update affects experience
Unexpected changes
Release communications and platform testing reduce surprises.
Add-on delivery slips
Go-to-market delay
Add-ons are scoped with timelines before work begins.
Also read
Reach Platform for the executive overview
Brand onboarding configuration for exact launch inputs
SIM Options & Fulfillment Models for SIM delivery and activation models
Billing model for recurring billing and first-charge logic
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