Nigerian MNO Reduces Customer Churn by 8% Using Csmart Digital BSS Suite

Case Study Overview

A prominent 4G LTE operator in Nigeria partnered with Covalense Digital to address rising customer churn and enable rapid service innovation. Constrained by legacy systems that couldn't support converged services or real-time operations, the operator needed a modern, scalable platform to compete effectively in a dynamic market.

Covalense Digital implemented its award-winning Csmart Digital BSS suite—including CX, iPaaS, and Mobile App—to create a unified digital ecosystem that streamlined the entire concept-to-cash-to-care value chain. This digital transformation enabled the client to launch services in days instead of weeks, deliver seamless omnichannel experiences, and achieve 60% operational automation. The result: an 8% reduction in customer churn and accelerated market responsiveness. 

About the Client 

The client is a next-generation Mobile Network Operator (MNO) in Nigeria serving over 250,000 subscribers across retail and enterprise segments. Operating in prepaid and postpaid models, they offer broadband, VoIP, FTTH, and FTTE across B2C, B2B, and B2B2C business models.

Project Outcome

•    8% drop in customer churn rate
•    Zero revenue loss achieved 
•    99.5% balance accuracy and verifications
•    New offers launched in 2 days (previously 2 weeks)
•    60% operational automation through workflow orchestration

Why Download This Case Study?

Want to understand the 'how' behind these results? Download the case study to uncover the legacy-to-digital BSS migration and integration approach, omnichannel implementation strategy, and solution highlights that enabled this digital transformation.