Faced with numerous operational challenges — including fragmented systems, complex inventory management, disjointed sales processes, and inefficient order management — a leading telco in Tanzania sought a unified, agile platform to streamline operations and enhance customer experiences.

The telco offers a broad spectrum of mobile services such as voice, data, messaging, and value-added offerings. With extensive network coverage across urban, semi-urban, and rural areas, the company has invested heavily in infrastructure to ensure reliable connectivity. Additionally, it operates a popular mobile money service that enables users to perform financial transactions like money transfers, bill payments, and airtime purchases directly via mobile devices, significantly contributing to financial inclusion nationwide.

Complexities hindering growth

The client encountered several systemic hurdles that prompted the need for a comprehensive digital solution. Firstly, there was a lack of integration between their Customer Relationship Management (CRM) system, iCAP, and their billing platform, VxView. This disjointed setup created operational inefficiencies and hindered seamless customer management and billing processes. Multiple inventory platforms further complicated inventory management, leading to errors and inefficiencies.

The absence of a centralised Sales Lead Platform meant the company struggled to systematically track and manage sales opportunities, resulting in missed potential and disorganised workflows. Additionally, the sales lead process was not integrated with the CRM, causing disjointed workflows and potential loss of sales.

The existence of multiple product catalogues and configuration systems introduced complexity and inconsistencies in product management, while the lack of a unified data aggregation system made comprehensive reporting difficult. Architecturally, the existing system was based on a Point-to-Point integration approach, with limited exposure to open APIs and no adherence to Open Digital Architecture (ODA) standards. The heavy reliance on customisation and lack of standardisation further hampered agility and future scalability.

Embracing a digital future with Canvas 

Partnering with 6D Technologies, the client implemented Canvas — an all-encompassing digital BSS platform. The transformation encompassed the deployment of an Offline Charging System (OFCS) to support accurate rating and charging, alongside systems for sales leads, CRM, and an upgraded product catalogue to enable tailored plans for both individual and enterprise customers. The new platform streamlined order capture, processing, management, and provisioning, leading to more efficient operations. An enhanced billing system was introduced to improve billing accuracy for enterprise clients.

To support a variety of services, the solution included network support for LTE, GSM, fixed-line, broadband, co-location, corporate APN, and toll-free services. A key component of the transformation was the development of integration adapters focused on reusability, ensuring seamless communication between systems.

Over 12,000 comprehensive test cases were executed during deployment, minimising disruptions and aligning the transformation with critical business milestones. The iterative design approach enabled the team to adapt to specific local customisation needs without impacting project timelines, culminating in a successful migration that matched existing revenue reports upon cutover. The architecture leveraged Canvas’s open, API-driven design, moving away from the previous point-to-point approach.

This facilitated better system exposure, standardisation, and future scalability. The platform supports LTE and TETRA networks and includes modules such as a Unified Product Catalogue, Offline Rating Engine, Postpaid Billing and Invoicing, Payment and Collection, Self-care, and Service Activation.

The API layer ensures easy integration with third-party systems and payment gateways, tailored to the operator’s specific requirements. The flexible, modular architecture allows for seamless future expansion, ensuring the solution remains aligned with evolving industry standards and customer expectations. This strategic approach minimised complexity and maximised operational agility.

Delivering value across the board

The deployment of Canvas delivered multiple benefits, including a centralised product catalogue that streamlined retail and corporate offerings, improving the customer experience. The retail and corporate billing systems now operate with minimal disputes, ensuring billing accuracy and efficiency. An integrated campaign and loyalty management system offers a comprehensive view of customer interactions, empowering targeted marketing and engagement strategies. Business process automation was achieved using Camunda-based Journey Management, which optimised critical workflows and enhanced operational efficiency.

The platform supports a wide array of networks, including 3G, 4G+, LTE, broadband/FTTx, IPTV/Cable TV, and IMS, serving diverse customer segments such as prepaid, postpaid, hybrid, and corporate clients. The legacy OCS and BSS systems were migrated successfully to the new cloud-native platform, ensuring a smooth transition. The modular and scalable design provides the flexibility to adapt to future technological developments and business needs. The impact of the digital transformation was substantial.

The telco expanded its customer base to include a broader range of segments, including prepaid, postpaid, hybrid, and corporate clients. Migration from legacy Huawei OCS and BSS systems was completed smoothly, supporting a user base of approximately 80,000 customers supported by Oracle Database.

Subscription growth increased by 32%, with monthly data usage per subscriber rising by 12%. Subscriber churn was reduced by 2.3%, indicating improved customer retention. Additionally, the operator experienced an increase in net new subscribers, reflecting the effectiveness of the new system in attracting and retaining customers. Overall, 6D Technologies’ Canvas platform empowered the operator to embark on a transformative journey — revitalising their BSS infrastructure, enhancing operational efficiency, and delivering superior services to their customers. African Wireless Communications