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A telecom success story
A leading UK-based B2B telecom provider faced urgent operational and technology challenges following a corporate demerger. Operating under a Transitional Service Agreement (TSA), the organization needed to quickly set up independent Business Support Systems (BSS) to ensure continuity while tackling legacy issues and concerns about previous Salesforce implementations. The strict timelines and cost pressures of the TSA created additional urgency, making it critical to implement new systems quickly to avoid disruption and rising costs. To address these challenges, the provider partnered with Virtusa to implement a new front-office transformation using Salesforce Communications Cloud and a multi-platform, low-code stack. In just eight months, the project went live with 80% out-of-the-box adoption, nearly zero technical debt, and full transparency over build quality, setting a benchmark for speed and quality in telecom transformations.
The demerger put the telecom provider under significant pressure, with strict TSA deadlines and high execution risks. Hence, they needed to build independent systems fast to avoid rising costs and service disruption.
The legacy BSS and billing platforms were slow, fragmented, and overly customized. Even minor changes took too long, and launching new services could take months. This was far too slow for a competitive market.
Isolated systems added to the problem. Sales lacked accurate data, finance faced invoicing errors, and service teams had no complete view of customers. This negatively impacted both customer experience and internal efficiency.
Previous Salesforce projects had also damaged trust. Heavy customizations led to high costs and low flexibility. The leadership wanted a fresh start with a simple, scalable, cloud-based platform that avoided past mistakes.
To address these challenges, the provider sought a single vendor to deliver a fixed-price, milestone-based program within a strict timeline. There was no tolerance for overruns, delays, or experimentation, because without a future-ready BSS, the risks would lead to escalating costs, dissatisfied customers, and a weaker competitive position.
The provider knew that success meant moving fast without repeating past mistakes. Instead of over-engineering, the focus was on keeping things simple, using out-of-the-box features wherever possible, and making every step transparent. They collaborated with Virtusa to develop a solution that strikes a balance between speed and long-term sustainability.
Key elements of the approach included:
This disciplined approach ensured the platform wasn’t just delivered quickly; it was also built to last, providing a strong foundation for the business to grow on.
Within eight months, the provider had exited its TSA and was already seeing measurable improvements across the business.
Business impact included:
Enterprise customers immediately benefited from faster service provisioning, accurate billing, and consistent interactions, which boosted trust and placed the provider more competitively in the market.
With a scalable, cloud-native foundation now in place, the provider can launch new services faster. They can also manage technical debt proactively and respond quickly to market demands.
This transformation, achieved in close collaboration with Virtusa, not only addressed urgent pressures after the merger but also set the business up for ongoing growth and innovation in a fast-changing telecom landscape.
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