Powering the Growth of B2B2X - A Playbook for Communication Service Providers

With shrinking margins and stagnant revenues, telecom operators are rethinking how they deliver services and continue to grow. As enterprise demand rises and B2B2X models gain ground, Communication Service Providers (CSPs) are exploring new revenue paths, but face major barriers in the form of outdated systems and fragmented operations.

According to a Nokia report, CSPs can generate 60% of their new revenues from B2B2X models, far more than traditional B2C or B2B models. But scaling this model is tough with legacy BSS/OSS, manual processes, and disconnected workflows. CSPs are evolving into Digital Service Providers (DSPs), focusing on innovative services, customer experience, and agile GTM models. B2B2X presents a high-growth opportunity for telcos to find new revenue streams beyond traditional connectivity.

To capitalize on this, CSPs must overhaul operations and deliver seamless enterprise experiences. Tech Mahindra and ServiceNow’s B2B Digital Concierge enables this transformation.

A Fragmented Tech Landscape Draining Value

Modern enterprise telecom is more than just fixed-line, broadband, or mobile services. It’s about co-creating solutions across industries such as IoT for manufacturing, cloud services for banks, or private 5G networks for logistics. But CSPs struggle with:

• Disparate portals and cloud environments, slowing enterprise onboarding and service delivery.
• Disconnected BSS/OSS stacks, delaying fulfillment and reducing visibility.
• Manual provisioning and activation processes increase costs and time-to-revenue.
• Siloed workflows between teams and partners cause inconsistent customer experience and support.

These issues hurt internal efficiency, reduce Net Promoter Scores (NPS), and increase churn. In a model where speed and transparency are essential, CSPs are stuck with systems built for a different era.

Transforming Enterprise Experience through Digital Concierge

The B2B Digital Concierge solution addresses these challenges with a composable, CSP-focused platform designed for today’s B2B2X needs. It solves three core problems:

Seamless Interoperability Across the Ecosystem

• It connects CSPs’ legacy systems with ServiceNow’s platform and Tech Mahindra’s Connect, Configure, and Certification Platform (C3P) using open APIs. This enables real-time integration with billing, CRM, and order management, simplifying provisioning and reducing complexity.

Unified Workflows Across Stakeholders

• Using ServiceNow’s Service Bridge, the solution orchestrates workflows from service design to delivery, regardless of internal silos or external partner systems. This creates a “system of action” that aligns customer expectations with internal operations, ensuring consistent delivery and faster issue resolution.

Automation That Drives Efficiency and Revenue

It automates key steps like order validation, activation, and partner settlement. Key operational benefits include:

• 25–30% higher efficiency with C3P.
• Error-free activations via synchronized product catalogs.
• Faster revenue recognition through self-service and real-time updates.

Here’s what Rahul Sarkar, the Head of Alliance & Partnerships at Tech Mahindra, had to say:

“I've witnessed firsthand the transformative impact of our ServiceNow solutions in the telecom industry. We've repeatedly helped clients overcome complex challenges, drive efficiencies, and achieve tangible business outcomes.”

-Rahul Sarkar, Strategic Alliance & Partnership - Telcos, Tech Mahindra

Why It Works for Telcos

The B2B Digital Concierge is purpose-built for CSPs.

Here’s what makes it particularly effective:

Telecom-First Architecture

Tech Mahindra brings decades of telecom experience and deep domain knowledge, ensuring seamless integration with telco-grade OSS/BSS systems. The telco-first engineering mindset means solutions are battle-tested in large, complex environments.

Horizontal and Vertical Integration

From customer onboarding to network provisioning and SLA monitoring, the solution covers end-to-end service lifecycle management, crossing departmental boundaries and third-party partner integrations.

Designed for Scale

Whether managing 10,000 enterprise lines or onboarding a multinational customer, the solution is designed to scale without adding operational burden. Built-in catalog management and dynamic service modeling make new service launches faster and less error-prone.

Improved Customer Experience and NPS

The unified experience across touchpoints via enterprise-grade portals enhances transparency and self-service, directly boosting customer satisfaction and reducing support overhead.

Conclusion

As 5G rolls out, CSPs are eyeing the $276B B2B2X opportunity with the potential to 10X their total addressable market. But to win in this space, enterprise services can’t be treated as a mere extension of consumer offerings.

B2B2X success demands a fundamentally different approach - agile, integrated, and customer-focused. B2B Digital Concierge offers CSPs a future-ready path to:

• Consolidate complex tech ecosystems.
• Streamline workflows across functions and partners.
• Automate operations to reduce cost and boost speed.
• Deliver enterprise-grade experiences at scale.

Monetizing 5G, IoT, edge, and cloud in the enterprise space requires that the journey begin with strategic and operational transformation. Tech Mahindra’s B2B Digital Concierge connects strategy to systems and promise to performance.