Cerillion says BSS/OSS transformation is more likely to fail when IT leads the programme without clear ownership from the wider business.
The company argues that telecoms operators should treat BSS/OSS modernisation as a business transformation rather than a technology replacement project. These systems support core commercial and operational functions, including customer management, billing, product launches and service delivery. As a result, decisions about their replacement can affect much more than an operator’s IT estate.
Cerillion’s central point is that strategy should come before technology. Management teams need to define what the organisation is trying to achieve, how it wants to operate and which business outcomes matter before choosing how systems should support those goals.
IT teams remain central to delivery, but they should not be expected to define the commercial purpose of the project. Business leaders need to set priorities, remove conflicting objectives and make decisions about processes, products and operating structures. Rather than attempting a large-scale transformation with benefits expected only at the end, Cerillion supports breaking programmes into smaller strategic initiatives linked to specific business capabilities. Delivering change in stages can make progress easier to measure and allow operators to realise benefits earlier.
The company also argues that operators should avoid simply recreating existing processes on new technology. Legacy systems often contain workarounds, duplicated activity and outdated processes that have built up over time. Replacing the technology without addressing those issues can limit the value of the investment.
A more effective transformation starts with the target operating model. Operators can then decide which processes should be simplified, removed or redesigned and which capabilities are needed to support future growth.
Cerillion distinguishes between evolutionary and revolutionary transformation. Evolutionary change focuses on improving the existing business through better efficiency, simpler processes and stronger customer and employee experiences. Revolutionary change requires a broader view of where the business needs to be over the next five or ten years and which capabilities will be needed to support that position.
Cerillion plc (LON:CER) is a leading provider of billing, charging and customer management systems with more than 20 years’ experience delivering its solutions across a broad range of industries including the telecommunications, finance, utilities and transportation sectors.
