Customer systems lagging years behind the network technology they are supposed to support.
67%
of telecom customers cite poor digital experience as the primary reason for switching providers
The network is fast. The app to manage it is slow, broken, or both. Customers are not leaving because of coverage — they are leaving because of the experience.
Source: Accenture Digital Consumer Survey
45%
of telecom support interactions still requiring human agents for issues that should be self-service
Billing queries. Data usage questions. Service upgrades. Handled by agents because the self-service tools are too broken to be trusted.
Source: Telecom Customer Experience Report
$8.5B
annual telco industry cost of legacy OSS/BSS systems — operational and business support systems from a pre-5G era
5G networks running on support systems designed for 3G. The gap is not just technical — it is commercial.
Source: TM Forum Telecom Technology Report
THE PROBLEM
The network is 5G. The customer app looks like it was built when 4G was new. Billing disputes take three calls to resolve because the billing system and the account management system do not share real-time data. Activating a new service requires 24-48 hours because the provisioning system was not built for automation. And the customer who just upgraded to the fastest network available in the country cannot change their plan on the app without it crashing. The infrastructure investment is world-class. The operational technology supporting it is not.
Customer-facing apps and portals built for a previous generation of network — creating churn at the point of experience
OSS/BSS systems from a pre-5G era — unable to support real-time provisioning and service automation
Billing system disconnected from account management — disputes requiring multiple interactions to resolve
Self-service tools too unreliable for customers to trust — driving unnecessary agent interactions at scale
System Diagnostic
Customer-facing apps and portals built for a previous generation of network
CRITICALOSS/BSS systems from a pre-5G era
CRITICALBilling system disconnected from account management
WARNINGSelf-service tools too unreliable for customers to trust
LEGACY// Every day without action compounds the cost.
BY THE NUMBERS
67%
of telecom customers cite poor digital experience as the primary reason for switching providers
The network is fast. The app to manage it is slow, broken, or both. Customers are not leaving because of coverage — they are leaving because of the experience.
45%
of telecom support interactions still requiring human agents for issues that should be self-service
Billing queries. Data usage questions. Service upgrades. Handled by agents because the self-service tools are too broken to be trusted.
$8.5B
annual telco industry cost of legacy OSS/BSS systems — operational and business support systems from a pre-5G era
5G networks running on support systems designed for 3G. The gap is not just technical — it is commercial.
$32B
annual revenue lost across telecom operators due to customer churn driven by poor digital experience
HOW WE REDEFINE IT
We modernize the operational technology that sits between the network and the customer — the BSS/OSS layer, the customer app, the self-service portal, the billing integration. Modern, mobile-first customer applications that reflect the quality of the network they are accessing. Real-time provisioning that activates services in seconds. Billing architecture that gives customers complete visibility and eliminates the disputes that drive churn. The network investment deserves operational technology to match.
Without Devpth
Customer app from a previous network generation — experience quality below the network it represents
Provisioning taking 24-48 hours — service activation manual and batch-processed
Billing disputes requiring 3+ interactions — system fragmentation creating resolvable problems that should not exist
45% of support volume for issues that should be self-service — agent cost driven by tool failure
With Devpth
Mobile-first customer platform — experience quality matching the network investment
Real-time automated provisioning — service activation in seconds, not days
Unified billing and account management — disputes resolved in one interaction, proactively prevented
Self-service tools customers actually trust — agent volume reduced to genuinely complex issues
WHAT WE BRING TO TELECOM
DEVPTH ENGINEERING FOR TELECOM
This is a pattern we are built to solve — not a case history. Tell us where telecom breaks for you, and we will map what better looks like.
We do not have a packaged product for Telecom yet — we engineer this as a services engagement, built around your systems.
REDEFINE ENGINEERING
Tell us where the experience falls below the network. We will engineer the operational technology to match.
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