Case Study: Tier 2 Bulgarian Telco Operator achieves digital-first customer journeys with Celfocus

Tier 2 Bulgarian Telco Operator drives 95% digital interactions with Celfocus

A Tier 2 Bulgarian telco operator faced a challenge with its fragmented digital architecture, which used separate technology stacks for its self-service and e-shop channels. This setup hindered scalability and slowed its time-to-market. To support its ambition of digitalizing 95% of customer interactions, the operator engaged Celfocus to implement a modern Digital Architecture.

Celfocus managed the end-to-end Digital Transformation Programme, coordinating multiple partners to deliver a headless digital platform aligned with TM Forum Open Digital Architecture. The results were significant, including a reduced time-to-market, an improved customer experience, and business growth. The newly launched app became the #1 telecom app in Bulgarian app stores, enabling fully digital customer journeys for the first time in the market.