B2B Subscription Renewal Flow
Timeframe
6 months
Team
Nyton & Telenor product team
The challenge
Telenor had no digital way for B2B SME customers to renew their subscriptions, every renewal had to go through sales or support. The goal was to turn the self-service platform into a new sales channel where customers could renew, upgrade, and manage their subscriptions on their own. We were brought in to define and design this flow from scratch.
No existing digital renewal path, everything ran through manual sales
The flow needed to balance simplicity (fast renewal) with business goals (upselling upgrades and phones)
Complex pricing and varying binding periods across subscriptions were hard for customers to understand
Outcome
We designed a flow where customers can quickly review and renew all their subscriptions in a few steps, while also being offered clear, optional upgrades and add-ons. The work started with mapping customer and business requirements, then moved through concept exploration, user testing, and iteration. On its first day live, the flow generated a renewal entirely on its own, no sales rep involved.
A fast, self-service renewal flow that didn't exist before
Clear visualization of binding periods and pricing per subscription
Built-in upsell paths for upgrades and added phones, supporting business goals
First customer renewal completed digitally on launch day
