BSS Modernization to Enhance Customer Experience and Reduce

 A telecom operator in Eswatini implemented a Digital Business Support System (BSS) upgrade to address network disruptions, enhance customer experience, and reduce churn. This solution provided faster network performance, advanced self-care features, and data-driven insights, resulting in significant improvements in service reliability and operational efficiency. 

 The telecom operator struggled with network disruptions and performance lags that negatively impacted the customer experience and increased churn rates. Their outdated SaaS-based BSS lacked flexibility and scalability to meet growing demands. 

 Network performance issues, slow customer service response, and a legacy system that couldn’t accommodate digital transformation were key challenges faced by the telecom operator. The operator needed a flexible, scalable solution to enhance operational efficiency and improve customer satisfaction. 

 Zapplu's BSS solution involved migrating to a convergent, on-premise platform that provided customized features to meet the operator's specific business needs. The implementation included advanced partner management, roaming partner settlement, and digital self-care capabilities. The phased migration ensured minimal disruption and seamless integration with existing systems. 

 The BSS modernization project improved network performance, reduced churn, and boosted customer satisfaction. With new self-care features, customers gained more control over their services, leading to increased loyalty and engagement. The operator was able to launch advanced service plans and offer 24/7 support, strengthening their position in the market. 

 The successful BSS upgrade enabled the telecom operator to meet customer demands and improve service delivery. The transformation enhanced operational efficiency, reduced churn, and improved revenue generation, positioning the operator for future growth and a stronger market reputation.