Skip to content

78 Per Cent of CSPs See Automation in Service Fulfillment as Key to Profitability


  • CSPs missing USD 30 billion revenue opportunity in 2019 due to inadequate automation in fulfilment and sales, according to the second edition of the Create-Sell-Deliver Outlook
  • Only 25 per cent of delivery tasks that could be automated actually are today, with the bulk still being fulfilled manually, study shows
  • 78 per cent of communications service providers (CSPs) tie automation in service fulfilment to improved profitability
  • 150 respondents from CSPs worldwide surveyed for the study

Toronto, Canada – 22 October 2019 – CSPs worldwide are leaving money on the table as a result of missed automation opportunities in sales and service fulfilment, according to a new study from Hansen, formerly Sigma Systems.

Conducted in partnership with research consultancy Coleman Parkes Research, the second edition of the Create-Sell-Deliver Outlook surveyed operators worldwide to gauge their perception of product innovation and create-sell-deliver capabilities. Although 78 per cent of respondents recognized that automation in service fulfilment led to more profitable businesses, two-thirds said that the level of manual intervention had increased either slightly or significantly over the last two years.

While the survey found a belief that 14 per cent of fulfilment tasks would always be manual, it also revealed that of the remaining tasks which could be automated, just 25 per cent actually are today.

When asked to what extent a one per cent reduction in manual intervention would have on revenues[1], respondents said there would be a two per cent gain – one per cent higher than last year’s result. This equates to USD 12 billion in additional revenues across tier-one and tier-two CSPs worldwide.

CSPs also see the value of automation beyond service fulfilment. Respondents said increasing automation of the configuration and quoting process could increase annual revenues by an average of three per cent – equating to USD 18 billion globally.

Stephen Krajewski, Vice-President Marketing, Hansen Technologies, commented: “It is sobering that at a time when 5G technology, smart cities and the Internet of Everything are becoming a reality, CSPs do not have fully automated processes when increasing automation and reducing manual intervention would have a marked impact on their business. Improving revenues is a constant goal for CSPs, and at Hansen our focus is to help our customers drive business transformation and product innovation by using catalog-driven systems to enable the most efficient end-to-end customer experience.”

— ENDS –

About Coleman Parkes Research
Coleman Parkes Research is a UK-based and technology-focused B2B market research agency that specializes in highly targeted quantitative and qualitative research studies. Being both a data-driven provider and a data analytics company, the company’s research services have fuelled more than 2,000 projects to date, focusing on geographic regions across the world such as North America, South America, Central America, the UK, Continental Europe, the Middle East, Africa and the Asia-Pacific.  For more information, visit

Adnan Bashir
Senior Corporate Communications Manager
Hansen Technologies
+1 647-204-0999

[1] expressed as a percentage of current annual turnover