How M1 Modernized B2B Billing and Accelerated Time-To-Revenue
The customer
M1 serves over two million customers in one of the world’s most advanced digital economies. The company is recognized for delivering innovative, tailored solutions and bringing cutting-edge technology to market.
The challenge
As Singapore’s digital economy accelerated, M1 recognized that its aging billing system could no longer support its ambitions. Costly to maintain and slow to adapt, the legacy platform limited agility and introduced operational inefficiencies.
Manual workarounds and a rigid architecture made it difficult to scale enterprise services or meet growing expectations for digital engagement.
Rather than treating billing as a back-end function, M1 saw an opportunity to transform it into a strategic enabler—supporting faster innovation, improved accuracy, and better customer outcomes.
The solution
M1 approached modernization not just as a system upgrade, but as a transformation of how the business operates. In partnership with CSG, M1 implemented a cloud-native BSS platform designed for scalability, automation, and flexibility. The new solution streamlined processes, reduced complexity, and enabled faster response to market demands. With its modern billing foundation, M1 can now:
Automate workflows and reduce operational bottlenecks
Improve billing accuracy and consistency
Integrate seamlessly with partners via open APIs
Better support scalable enterprise service growth
This transformation replaced fragmented legacy systems with a resilient, future-ready platform that supports continuous innovation.
The results
The transformation delivered measurable improvements in core billing performance and operational efficiency:
Significant reduction in revenue leakage
Faster bill run completion times
99.95% billing accuracy rate (in line with service targets)
Improved operational stability and reduced reliance on manual interventions
Platform stabilization within 6 months
- 500,000+: B2B services supported
- 99.95%: billing accuracy rate
- < 6: months to platform stabilization
Summary
“Together with CSG, we’ve moved from a limited legacy platform to a modern, scalable billing foundation that lets us run the business more efficiently and gives us a strong roadmap to innovate for our customers in the years ahead.”
“M1 set out to give enterprise customers what they value most: the power to act fast and adapt without limits. They led a sweeping B2B modernization driven by clear vision and hands-on leadership. Together, we’ve moved M1 to a SaaS billing foundation that empowers them to respond rapidly to new business demands and protect revenue, all while setting the pace for innovation in a very competitive digital-first market.”
Related resources
How Modern B2B Billing Helps Telcos Win the Enterprise Race
Rise of a Telco BSS Heavyweight
