Top 5 business benefits of digital transformation for telecom

Top 5 business benefits of digital transformation for telecom

Top 5 business benefits of digital transformation for telecom

 

May 06, 2021

 

 

Introduction

With declining revenues from traditional services, the growing threat of OTT players, and customers swiftly embracing a more digital lifestyle, operators need to keep reinventing themselves by offering new and differentiated services to their customers. Digital transformation is key to this reinvention, which means the ability to offer advanced services through delivery channels preferred by customers. Plus, it enables operators to improve efficiency by streamlining their business processes, further improving revenue through reduced operational costs.

Digital transformation is a massive undertaking for any telco, demanding considerable investment, in terms of resources, time, and of course, money. Often, it takes years for an operator to transform their infrastructure and processes. What decides the success of this undertaking is knowing where to begin and investing in key focal points that will bring visible changes to the network.

In our experience of facilitating network modernization projects around the globe, we’ve found that telcos gain immediate benefits after a successful BSS transformation, even when they choose to roll out in phases and reinvest as they derive ROI.

Top five benefits of digital transformation

In planning a digital transformation, make sure the solution you deploy will produce these benefits:

Transforming the customer experience

Digital transformation means enabling a digital lifestyle through a host of next-generation services, including the advancement to 5G. From smart homes, smart buildings and cities, to autonomous vehicles and industrial IoT applications in manufacturing, telcos will be able to harness the full monetization potential of the next-gen network through unique and differentiated services.

In addition to improving CX by supporting advanced service offerings, digital transformation is also meant to enhance customer relationship management through increased engagement, more cross-selling and up-selling opportunities, consistently evolving offerings to keep pace with changing customer needs, and ensuring swift and seamless issue resolution.

A modern BSS transformation includes CX-focused features such as:

  • digital CRM to serve as a unified 360-degree platform to manage all customer interactions
  • digitized customer journeys, including digital onboarding, electronic KYC, and more
  • interactive omnichannel self-care with integrated chatbots for social media platforms to ensure your customers can engage with you 24x7x365, making them self-reliant to solve problems quickly and efficiently, and granting more control over their accounts
  • personalized and innovative rewards programs to build customer loyalty and brand differentiation throughout the customer life cycle
  • contextual plans for different customer segments based on their location, usage needs, and more

Accurate data-driven insights

One of the key benefits of digital transformation is gaining access to key data insights to continually measure the pulse of your customers and modify not only plans and offerings, but also your long-term business strategies and goals. Effectively using Business Intelligence (BI) insights improve ROI and revenue.

A next-gen digital BSS platform provides granular and customizable reports for advanced customer segmentation. Using the data from these reports, you can create personalized and relevant offerings, improve plan pricing, and build loyalty.

Further, these insights help in creating targeted advertising to not only promote your own offerings but also for third-party sponsorship opportunities.

Innovations due to collaborations/partnerships

How does digital transformation help keep pace with competition from OTT services such as social media and chat platforms? Customers have far more engagement with these platforms as compared to traditional service providers, and digital transformation helps up the customer relationship game by forging cross-industry partnerships for a host of OTT services that directly engage the customer.

Network modernization solutions enable these services to be integrated with the telco’s offerings, meaning that the telco can ensure end-to-end management of the services by maintaining control over them and providing a holistic customer experience.

Transforming your network means creating new revenue streams by integrating a modern partner management solution that facilitates these partnerships while managing a large number of connections (think IoT ecosystem), massive amounts of data consumption, use cases requiring ultralow latency, and more. (For more on these partnerships as we move forward in the 5G era, read our blog, How partnerships are the key to 5G success for telcos.)

Agile and virtualized network environment

Digital transformation makes it possible to continually adapt to evolving market demands by responding swiftly with new and innovative services by creating an agile network environment. More agility means faster response time, helping telcos stay ahead of their competitors.

An agile network environment is virtualized, replacing traditional hardware through the implementation of Network Functions Virtualization (NFV) and employing a software-based approach to running various traditional network functions. Modern BSS transformation solutions are NFV-compliant and cloud-native, helping telcos reduce operational costs, improve agility, lower OPEX, reduce costs by avoiding constant and expensive hardware upgrades, and support various next-gen use cases even before they fully transition to 5G.

Earlier generations of networks, including 4G, did not serve as many use case demands as 5G. 5G caters to use cases that require more speed, latency, reliability, efficiency, throughput, and other needs. Catering to these dynamically changing needs, and handling more traffic load than ever before, demands a virtualized network environment.

Taking a cue from the enterprise success of agile virtualized environments, more and more telcos are moving towards a virtualized core network. With more standardization as well as network-agnostic software, modern deployments are more agile.

Automated processes and faster sales conversions

Automating workflows and processes helps reduce operator dependence on staff, lowers the risk of errors caused by manual intervention, and helps keep operational costs low.

Digital transformation integrates automation at all levels and in all processes. This includes automating sales processes to reduce workload, save time, and lower OPEX on creating workflows, sending emails, setting up alerts and notifications to track the sales pipeline, and more. It helps streamline the entire sales life cycle, centralizing all day-to-day operations, capturing leads, organizing customer databases, ensuring quotations are sent on time, interactions are prompt, and managing the sales pipeline. Here, too, leveraging data through the use of advanced analytics helps improve the sales process, forecast sales, identify the most lucrative lead sources, and more.

The result: improved sales conversions, both in terms of time and volumes.

How Alepo can help in your digital transformation journey

Alepo been instrumental in digitalizing telecom businesses around the globe has emerged as an industry-leading solution provider to drive revenue through network modernization and digital transformation projects. Its next-gen products and solutions are the result of ongoing R&D efforts to employ the latest technologies and meet dynamically changing market demands. Alepo’s 5G-ready Digital BSS along with its 5G Core and other cloud-native solutions helps CSPs constantly innovate their service offerings, facilitate business automation, accelerate network performance, drive profitability, and reduce costs on fixed and mobile broadband networks. Its 365x24x7 global technical assistance center (GTAC) further ensures that operators can maintain highly available networks, competitive differential advantage in their target market with timely feature enhancements, and a high customer satisfaction index with proactive network monitoring and quick issue resolution.

Looking to transform your service offerings, business processes, and customer experience? Drop us a message and we’ll get in touch.

Pankaj Garg

Pankaj Garg

Associate Director, Product Management

Pankaj Garg is a telecom and FinTech expert with over 15 years of experience in the software industry. Handling digital BSS offerings is among the many hats he wears at Alepo. Always up to speed with the newest advancements in the products he handles, he takes it slow only when he’s road-tripping across India to discover new places.

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Top 5 ways telcos can adapt to the virtual cultural shift

Top 5 ways telcos can adapt to the virtual cultural shift

Top 5 ways telcos can adapt to the virtual cultural shift

 

5th of May 2020

Telecommunications today is more essential than ever. Data and mobility have taken on a pivotal role across sectors like healthcare, education, transportation, smart cities, oil and gas, utilities, and more. Now, there is unprecedented demand on networks with cultural shifts due to the pandemic. Given the unpredictability of the future, and with many companies considering the possibility of permanently adopting remote work, the focus is directed to network contingency plans. One thing is clear: service providers with digitally advanced systems will adapt more easily to this cultural shift. And to enhance their systems, these are the top five factors they need to focus on:

Maintain high-performing and scalable networks

More people around the world are working from home due to lockdowns, and those isolating and in quarantine are spending more time on high-bandwidth streaming services such as Netflix, Youtube, and other entertainment channels, further increasing the network load. To serve this surge in demand and long-term cultural shift, telcos must invest in robust AAA infrastructure that is highly available, scalable, and stateless. Operators facing network challenges can transform AAA seamlessly and virtually, ensuring zero impact on their existing IT systems and integrations.

Automate workflows and processes

As their customers do more from home, telcos should also aim to reduce manual and in-person touchpoints. An advanced digital business support systems (BSS) stack helps automate business processes, including complex and repetitive tasks, freeing up network resources, and minimizing errors. Telcos can create, launch, deliver, and manage communications services entirely through a digital-first customer experience, keeping them ahead of the competition. Operators can introduce innovative plans, bonus policies, cashbacks, and targeted offers on-the-fly as the market evolves. Increased digitalization and personalization keeps customers engaged and loyal to the brand.

Digital transformation facilitates rapid implementation and customization as it possesses the following features:

  • Cloud-native services
  • Open APIs and standardized workflows
  • Automated provisioning, fulfillment, testing, chatbots
  • Microservice architecture

In addition, better internal processes and automated workflows mean higher productivity and efficiency in interacting with customers and vendors, while maintaining high operational excellence.

Deliver a digitally-advanced experience

It is crucial for telcos to adopt a digital-first approach to their business, not only because the majority of young consumers prefer interacting with brands through smartphones or online, but long-term cultural shifts due to the pandemic demand a rapid change to conducting business and serving customers virtually.

For example, customers prefer visual assistance to solve their problems. Vodafone has capitalized on this and uses the power of video to relieve the burden on their call centers that used to receive a staggering 5.2 million calls for technical assistance per year. They are now able to resolve customer issues remotely using AI and AR, helping their agents interpret and visually guide the customer, resulting in faster and more accurate problem resolution.

The main areas of focus for digitalization include:

  • Shift in-store customer experience to a digital channel
  • Reduce physical contact through virtual troubleshooting
  • Automate customer touchpoints to improve customer experience
  • Have IT systems that can support the cultural shift

Provide omnichannel support

With an increasing number of digital channels and a growing focus on customer experience, operators need to adopt an omnichannel strategy to keep pace with the expectations of customers. And its applications are two-fold.

For one, omnichannel engagement options extend a seamless, consistent, and unified shopping experience to customers across all touchpoints, whether they are shopping on the operator’s portal or through an online marketplace, physical stores, product catalogs, social media platforms, or chatbots.

Second, omnichannel self-care plays a significant role in the operator’s customer experience strategy, helping customers to play an active role in managing their accounts. Customers can manage their plans and services, create friends and family groups for special calling rates, and control data usage. The added transparency and increased ability to monitor accounts improves customer satisfaction and helps build trust. Automated and intelligent interactions through the web, mobile, and multiple social media channels further enhance the digital experience and empower customers with:

  • Automated digital onboarding
  • Simplified purchases
  • Automated support
  • Multiple payment modes
  • Swift complaint redressal
  • Gifting options
  • Parental controls

Move to SaaS to relieve IT

With the long-term shift to working virtually, a huge strain is put on a company’s IT infrastructure. SaaS software can relieve a huge burden on the IT infrastructure and ensure connectivity and reliability. One of the top priorities for all service providers must be shifting their infrastructure to the cloud because it lets them focus on digitization opportunities with limited investment. SaaS BSS architecture provides the telco with advanced modules, preconfigured fixed and mobile broadband plans, and 24×7 managed service operations, while a dedicated customer success manager ensures faster return on investment and reduced time-to-market. It also helps with reduced expenditure on hardware, infrastructure, maintenance, and more. The SaaS solution helps operators rapidly transform and adapt their business to modern technology trends that facilitate back-office process automation and digitize customer experience for their staff and subscribers.

Conclusion

To capitalize on cultural shifts and surging demand in data, telecom providers need to concentrate on a digital makeover, either as a complete network overhaul or a phased digital transformation. This includes not just offering better network capabilities but also implementing innovative tools and strategies to enable process automation and enhanced customer experience. Service providers must consider investing in digital technologies to build next-gen offerings and streamline business and IT operations, using SaaS software and agile methodologies to analyze and understand overall market demands, business requirements, customer data, and real-time delivery needs. It’s certain there is opportunity for companies to evolve in these challenging times.

Anand Ramani

Anand Ramani

Director R&D

A senior professional with more than 20 years of experience in the telecom BSS domain, Anand is passionate about adapting newer technologies and building digital products. He heads the company’s R&D activities for core products such as Digital BSS, WiFi, and AAA.

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Top 7 benefits digital BSS delivers, now and in 5G

Top 7 benefits digital BSS delivers, now and in 5G

Top 7 benefits digital BSS delivers, now and in 5G

 

14th of January 2020

As evidenced in countries where it has launched, 5G brings massive innovation potential but is challenging to monetize if its only unique offering is ultrafast speed. Many operators are aware that 5G success depends on their digital Business Support Systems (BSS) and bringing innovation to their own business models. A recent study by TM Forum reveals that 72% of CSPs believe 5G revenue growth is completely dependent on transforming their BSS and OSS. However, digital transformation is beneficial even before 5G is rolled out: a robust BSS stack enables implementing and monetizing key 5G use cases, such as OTT partnerships and new business models, on previous-gen networks.

5G networks are anticipated to deliver a transformational customer experience with improved speed, connectivity, network coverage, interoperability, and more. And this will be further enhanced with omnichannel support, which offers a highly personalized, consistent, seamless, and holistic view of the complete customer journey. Enabling faster speeds and connectivity, rapid service creation and monetization, and differentiated partnership models for new revenue streams will be a necessity for operators. Those ready with 5G Core (5GC) architecture before the 5G market matures will have a competitive edge. It provides a high-level of orchestration and automation with the use of a modular 5G service-based architecture (SBA) required to meet future challenges and business needs. An effective digital BSS helps to fully monetize this transformation and derive maximum ROI.

How digital BSS unlocks 5G potential

With limited features and rigid architecture, legacy BSS cannot keep up with the evolving demands of customers as they embrace a digital lifestyle. With a digital BSS stack, operators can seize the benefits of 5G – a fact they are well aware of. According to this report , the global digital BSS market is expected to reach approximately USD 7,416 million by 2025, at a CAGR of roughly 15% between 2019 and 2025.

A digital BSS provides an elastic, modern, and convergent system in a virtualized network environment, giving CSPs an edge over competitors and enabling them to readily offer unique 5G services. An effective BSS transformation helps modernize fixed and wireless networks, as well as support CSPs to introduce differentiated services and automate business processes.

What should you look for in a digital BSS?

5G facilitates real-time rating, metering and charging for sophisticated digital services, along with monetization schemes such as QoS tiers, OTT billing and charging, partner settlements (B2B2X), and more – all of which is possible only with a flexible and agile BSS platform. Robust digital BSS architecture using the latest 5G standards is essential in this competitive and ever-evolving market – today and well into the future – to be able to support a dynamic environment and provide quick time-to-value in delivering new features and functions.

Top benefits operators enjoy with digital BSS

Modern digital BSS features help improve and monetize legacy as well as next-gen networks, driving the following benefits for operators:

1. Rapid and phased deployments
A truly modern digital BSS is modular, cloud-native and deployed virtually. For operators not wanting to undertake a complete digital transformation at one go, it’s possible to implement in phases, so there is low risk involved in migration and fewer resources are required to launch it. Further, End of Life is less frequent, and the hardware is much easier to manage.

2. Accelerated monetization of use-cases
A 5G-ready digital BSS stack lets operators rapidly monetize the data network with innovative and personalized offerings, enhancing the digital experience for subscribers and improving customer loyalty. The elastic and convergent platform provides a network environment for CRM, convergent charging and billing, with REST APIs that offer the flexibility to quickly introduce a host of digital services with new billing models.

3. Centralized catalog management
With 5G, network slicing, and the surge of IoT and other data-intensive services like AI and VR, it will be challenging for CSPs to meet the demands to support new business models and use cases on the fly without expensive and lengthy backend code changes. A digital BSS stack with a centralized product catalog enables CSPs to swiftly respond to this network evolution. A common product repository and robust API framework allow CSPs, partners, and distributors to accelerate TTM for new products and services and improve revenue and customer engagement. With modern centralized catalogs, plans can be defined by many metrics such as volume, value, time, and quality of service. This core functionality helps ease teamwork and collaboration, manage offers efficiently, support multi-play offerings, and provide quick access to prebuilt use cases library.

4. Improved customer management
Customer relationship management covers all important aspects of the customer lifecycle, from registration and hierarchy to offering a 360-degree view to CSRs for subscribers as well as enterprise customers. With digital CRM, operators can implement automated workflows, streamline sales and support, and use chatbots and AI to reduce manual CSR workload. Additionally, it enables instant issue redressal and quick troubleshooting with web and mobile self-care including live chat options, lowering operational expenses and reducing churn.

5. Efficient revenue management
CSPs need real-time billing and policy control capabilities to seize and monetize opportunities that all-IP networks bring. Convergent charging facilitates automated rates and charging mechanisms. Further, revenue management solutions with reliable interconnect and billing for roaming help manage diverse partnerships, enabling CSPs to efficiently charge other operators for use of their voice, data, SMS, and other network infrastructure. A modern digital BSS with real-time APIs can also facilitate new 5G use cases like surge or congestion charging at times when the demand for digital services is high.

6. Enhanced partner management
A digital BSS stack with an integrated partner management platform helps improve operational agility by streamlining the partner lifecycle. It helps cultivate relationships with simplified onboarding, self-service, and support for a host of partner functions such as content, OTT, IoT, interconnect agreements, roaming, MVNO, and others. A partner management solution with open API integration works seamlessly with third-party systems.

7. Automated omnichannel support
Improving customer experience is not merely about providing better user interfaces on various devices, but also integrating the process across channels. Omnichannel support allows operators to provide a consistent, seamless, and highly personalized self-care experience through web, mobile and social media platforms, ensuring swift problem resolution while making customers feel more connected and valued. The most recent additions to this trend are WhatsApp-, AI- and NLP-powered chatbots for instant redressal of customer queries.

Telcos are already in the battle to build 5G networks and intend to offer improved quality of service to customers. And as they invest billions of dollars in 5G RAN, they must remember that an effective 5G strategy includes IT systems to generate ROI on that investment. Digital BSS has the great benefit of being modular so it can be rolled out in phases, mitigating the risks involved in a largescale migration of one’s billing system. To maximize their chances of success, operators must modernize their infrastructure with a digital BSS transformation today.

Rani Shanmugam

Rani Shanmugam

Marketing Content Writer

Long story short, Rani writes about the workings of telecom networks. Short story long, she has a rich and diverse background as a developer, business analyst, and technical writer for broad-spectrum solutions across various industries, and is now focused on telecommunications marketing. She unwinds by painting with her toddler son and loves to whip up elaborate meals fit for a feast.

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How a Centralized Product Catalog Revolutionizes a Telco’s BSS Offerings

How a Centralized Product Catalog Revolutionizes a Telco’s BSS Offerings

How a Centralized Product Catalog Revolutionizes a Telco’s BSS Offerings

10th of July 2017
With a growing demand for smartphones and other data-hungry devices in the digital era, offering customers the right products at the right time remains a challenge for CSPs. It can be difficult for CSPs to create, manage and monetize data offers efficiently. Despite having a variety of products, many fail to respond to the growing needs of customers in an ever-changing marketplace due to unconsolidated Business Support Systems (BSS), a poorly integrated order management system, and multiple product catalogs. While customers clearly indicate that quality, reliability and consistent service are keys to retention, operators’ BSS stacks fail to anticipate customer needs to proactively deliver personalized offers. The root of the problem is a lack of ability to deliver on customer demands for bundled services and siloed product offerings. The ideal solution is to have a single centralized product catalog. A centralized product catalog helps seize revenue-generating opportunities, deliver unparalleled Quality of Experience (QoE), reduce time-to-market (TTM), retain a profitable subscriber base, reduce churn, and improve brand loyalty.

A Single Centralized Product Catalog Versus Multiple Product Catalogs

Operators and their many distinct teams (such as business, product, operational and network) currently maintain several product catalogs for multiple channels, such as subscribers, affiliates, casual customers, and more. However, to gain a competitive market advantage and to ensure the timely launch of new products, CSPs need to quickly design, create, price, bundle, collaborate and launch offers based on customer needs and preferences. Unfortunately, as soon as the market and customers’ preferences evolve, these old product catalogs take a backseat, and the need to create a new product catalog arises. The constant creation of new products and the need for bundled services across multiple departments make it difficult for operators to manage multiple product catalogs scattered across the BSS. To make the product portfolio instantly available to marketing and product teams and to reduce complexities, a single centralized product catalog offers a powerful solution to the constant battle to respond quickly and efficiently to market changes. It helps CSPs to design, collaborate, organize, and manage offer life cycles with ease, giving them a competitive edge to launch numerous innovative plans and services on the fly. The reduced TTM and ability to respond quickly to customer needs redefine the customer experience, assure customer happiness, increase ARPU and ROI, and lower operating costs.

How a Centralized Product Catalog Reduces TTM

From offer creation to fulfillment, Alepo’s next-gen Digital BSS platform, with a built-in product catalog, is designed to increase revenue and customer loyalty by facilitating a rapid TTM for new, innovative products and services. The centralized Alepo Product Catalog gives CSPs the flexibility to agilely respond in a continuously evolving market across multiple access technologies with fine-grained prepaid, postpaid, and hybrid plans. With Alepo’s Product Catalog, products can be configured and brought to market via a simple point-and-click interface and defined by many metrics based on volume, value, time, and QoE.

10 Key Considerations for an Ideal Product Catalog

1. Single, Centralized, Convergent Tool

A product catalog should be a single, truly centralized, convergent, and service-agnostic application that bundles multiple service offerings into one package within a few minutes, anytime and for any network.

2. Simple, Intuitive Interface

A product catalog should have a simplified, modern user interface (UI) that helps business users conceptualize and design new offers quickly. Alepo’s Product Catalog, a robust and standalone application, takes the user experience to new heights with a drag-and-drop UI, helping CSPs create new features with ease.

3. Product-Centric Dashboard

With cutting-edge product catalogs such as Alepo’s, marketing and product teams are able to maintain a smart dashboard. With quick insight into upcoming, ongoing, and expired offers, as well as the most discussed offers, a product-centric dashboard efficiently manages the product offering design process.

4. Efficient Offers Management

A single and centralized or master product catalog serves as an offer repository when integrated with other IT systems of the BSS platform. A product catalog reduces the effort put into creating and managing offers. Irrespective of the number and nature of offers, the ideal product catalog manages all manner of offers, system-wide, in a single catalog, ensuring efficiency.

5. Eases Teamwork and Collaboration

A product catalog should provide features like sharing, discussion, and history. This built-in communication eliminates the need for spreadsheets, whiteboards, or paper versions of the offers that get easily lost or are hard to organize. With all of this information in one place, collaboration is more efficient, and fewer mistakes are made. Discussion forum functionality enables marketing and product teams to manage the offer design process efficiently. It encourages active participation and discussion across departments during the offer design process. This collaborative process helps CSPs to reduce operational cost and respond with agility to shifts in the market.

6. Flexible Offer Design Interface

The platform should provide flexibility in designing offers, allowing marketing and product teams to create and modify offer attributes and features while capturing their granular details. Advanced applications like Alepo’s Universal Offer Designer help create attractive and innovative products, without limitations, giving CSPs a competitive edge in the market.

7. Intelligent Offer Organization

The list of offers present in the product catalog should be easily scanned by adding filters such as tags and categories. The platform needs to be flexible, managing offers through the use of a search filter tool, offer versioning, categorization, and tags. New offers can be designed quickly and intelligently to fill gaps in the current catalog through the use of offer import/export, cloning, and product comparisons.

8. Supports Multi-Play Offerings

The role of a product catalog is not just to create and manage offers, but help CSPs gain new subscribers, offer complex service bundles, improve ARPU, and generate revenue. The product catalog remains a powerful channel for CSPs to improve their multi-play offerings and digitally evolve their network.

9. Secured Access

A product catalog should provide role-based authentication for creating offers, editing offers, read-only access, deleting offers, creating features, and so on. This administrative aspect helps in maintaining authorized access, reducing human error.

10. Flexible Deployment Options

The product catalog is generally a standalone tool and comes with flexible deployment models such as “SaaS” or “on-premise.” Considering the business needs and IT complexities, Alepo’s Product Catalog supports multiple business models, i.e. as an internal component of Alepo’s Digital BSS Solution or as a standalone master product catalog with integration’s to other IT systems through RESTful API integration.
Anju Gulati

Anju Gulati

Marketing Manager

A core marketer with around twenty years of cross-discipline experience, including marketing communications, operations, and content creation. I believe with an increasingly competitive marketplace, marketing creates the magic to expedite sales closures, achieve business success, sustain brand leadership, and drive future growth.

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CSP to DSP: A Journey of Transformation

CSP to DSP: A Journey of Transformation

CSP to DSP: A Journey of Transformation

9th of March 2017

As mobile technologies have evolved, so has the telecommunications customer base. While ten years ago, customers were looking for little more than access, the ubiquity of smartphones and tablets has created new demands and opportunities that expand the role of the service provider.

Simple one-fits-all service worked in the past, but as technology has evolved, so have customer needs and expectations. A recent IBM study on Generation Z showed that 75 percent of respondents picked a mobile phone or smartphone as their device of choice, and 47 percent said they use their smartphones when shopping in a store. Further, prior to making any purchasing decisions, Generation Z uses their phones to research products and services to compare prices and discounts.

So, as technologies and consumers evolve, CSPs can find themselves left behind, crippled by their legacy systems into offering impersonal plans, leaving current and potential customers unsatisfied.

It is, therefore, becoming increasingly clear that CSPs should strongly consider transforming into DSPs (Digital Service Providers). What distinguishes DSPs is precisely this fine-grained service, and ability to bundle several offerings, such as broadband access, content, and mobile apps.

A DSP is a service provider which has evolved from offering just the core telecom services, to providing broadband access, content, services and mobile apps to its customers.

While this evolution can be challenging, it is a necessity for providers who wish to remain competitive. In order to fully monetize their networks, it is imperative that they offer bundled and nuanced plans to a customer base ready to pay for these features.

But what exactly does it take to transform from a CSP to DSP?

How to evolve from a CSP to a DSP?

Becoming a DSP is about becoming more responsive and adaptable to consumers’ wants and needs around mobile data services. A stellar customer experience – complete with personalized and contextual mobile data offers, real-time usage alerts, unique roaming offers, and everything digital – is central to being successful as a DSP.

The core ingredients of a successful DSP:

  • Subscriber Segmentation Capabilities: A CSP needs to have granular segmentation capabilities based on parameters such as location, age, gender, consumption, device type, and many more. Mobile data needs for each subscriber varies greatly and requires this segmentation for smart offers that increase ARPU. A recent study by The Manifest reveals that of the 511 smartphone users surveyed, almost 40 percent use social media apps frequently – almost four times more than any gaming, communication or messaging apps. However, if we were to consider another context – enterprise customers – we’d find that their aim is to limit their employees’ use on certain social websites while at work and instead promote other services. To cater to these two different segments, an operator must create a customized offer for each.
  • Rich Contextual Data Offer Creation:  CSPs should be able to create offers based on multiple parameters: QoS, apps and content, time, device type, data usage, and subscriber profile, as well as network-centric parameters like congestion, access network, and location.
  • Sponsored Apps and Offers: CSPs can partner with other ecosystem players, like OTT apps or digital services, to offer special promotions or plans that are subsidized by the partner. For example, an operator may offer a plan where video streaming is free from one of their local video partners, to drive consumption of that content.
  • CSPs Own App: A lot of CSPs are choosing this option and urging users to install their native app. Using the app, subscribers can instantly purchase a data pass, or even create their own, based on how much data and validity they want to buy. In addition, users can subscribe to personalized data usage alerts. Subscribers can also elect to set their own bandwidth speeds for data, to manage and even “stretch” their usage.

The transformation of a CSP into a DSP is indeed disruptive, but it is the need of the hour. CSPs need to evolve their legacy systems, molding their business models to stay relevant and profitable in the market.

In the coming times, consumers and their needs will be the driving force of the market. CSPs need to understand this and create valuable offerings and business processes that put consumers at the center. CSPs need to plan ahead of the changing market requirements to beat the curve and relevant to their customers at all times.

Click here to read how Green Com modernizes its mobile network with an Alepo BSS Transformation solution, resulting in 10% higher revenues within just two months of deployment.

Pankaj Garg

Pankaj Garg

Product Owner, Digital BSS

Pankaj Garg is a telecom and FinTech expert with over 14 years of experience in the software industry. Handling digital BSS offerings is among the many hats he wears at Alepo. Always up to speed with the newest advancements in the products he handles, he takes it slow only when he’s road-tripping across India to discover new places.

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