Tier 2: Driving the shift to a digital-first CSP

A modern Digital Architecture to enhance non-assisted channels, enabling both e-shop and self-service capabilities.

As part of its Digital First ambition, a Tier 2 Bulgarian Telco operator set the goal of having 95% of customer interactions digitalised and 30% of sales to be generated through digital channels by the end of 2025.

With the support of Celfocus, the operator implemented a modern Digital Architecture to enhance non-assisted channels, enabling both e-shop and self-service capabilities.

The Challenge

The Tier 2 Telco operated separate technology stacks to support its non-assisted channels: One for self-service, covering both mobile app and web and another for e-shop, covering only web.

This fragmentation hindered scalability and reduced the organisation’s ability to accelerate time-to-market.

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The Solution

Celfocus supported the operator in the management of its end-to-end Digital Transformation Programme, coordinating multiple technology partners to deliver a headless digital platform aligned with the TM Forum Open Digital Architecture.

This approach accelerated time-to-market while minimising disruption to digital channels throughout the ongoing BSS transformation programme.

Benefits

Reduced time-to-market
Improved customer experience
Business growth & scalability
Increased penetration
#1 Telecom App in Bulgarian App stores

Live since November 2025, the App has been fully redesigned, enabling customers to complete key journeys entirely digitally from start to finish. The App now supports all core processes across sales, service, billing, roaming, and checks. It also introduced a market-first in Bulgaria: fully digital number portability and new plan activation, seamlessly integrated with know-your-customer (KYC) and e-signature capabilities.

Project in a nutshell