Middle East FTTx Operator Cuts Activation Time and Grows 2x Subscribers with Digital BSS Modernisation

Case Study Overview 

A leading telecommunications provider in the Middle East, serving over 1 million subscribers across retail and enterprise segments, offers a diverse portfolio—PSTN, IP/MPLS, CDMA, WiMAX, data transmission, and FTTx broadband services. Facing intensifying market competition and evolving customer expectations for digital experiences, the operator required a comprehensive FTTx modernisation to transform fragmented legacy infrastructure into a unified ecosystem. They partnered with Covalense Digital to implement the next-gen Csmart Digital BSS platform.

The operator’s legacy systems created critical challenges: siloed customer engagement across platforms, delayed product launches due to a lack of centralised management, high customer care costs from routine enquiries, inability to support flexible billing models, and no real-time provisioning integration or fibre network coverage visibility for service feasibility checks.

Solution Delivered 

Covalense Digital implemented its Csmart Digital BSS Platform—including Csmart Care, Csmart CX, and Csmart iPaaS—delivering a complete FTTx modernisation solution through a unified digital ecosystem with FTTx-optimised capabilities. The Digital BSS solution enabled catalogue-driven order management, real-time fibre provisioning with network coverage visibility, flexible billing models supporting prepaid, postpaid, and hybrid plans, and end-to-end customer lifecycle management through unified self-service portals. 

Project Outcomes

• 2x subscriber growth within a year as FTTx service activation reduced from days to hours 
• Higher customer satisfaction driven by enhanced digital customer experience 
• Product launch time slashed from 2 weeks to 2 days via centralised catalogue management  
• Significant customer care cost reduction through self-service adoption 
• Near real-time billing with automated balance checks 
• Enhanced operational efficiency across billing, provisioning, and care functions 

Why Download This Case Study? 

Discover the complete BSS modernisation journey of how this FTTx Middle East operator overcame legacy system constraints and achieved measurable business growth. Download the case study to explore the detailed migration approach from fragmented billing systems, FTTx-optimised workflow automation strategies, real-time provisioning integration architecture, and the comprehensive Digital BSS solution framework that delivered impact across subscriber growth, operational efficiency, and time-to-market acceleration.