Self-service extranet for enterprise clients of a local telecommunications operator
Local telecommunications operator
The challenge
The operator's enterprise clients had to manage their services, check account balances, request support, and make contract changes exclusively through in-person or telephone channels. This model generated high volumes of traditional channel interactions, long resolution times for simple requests, and a negative service perception among corporate segment clients. The operator lacked a modern self-service platform that would allow customers to autonomously and securely manage their services.
The solution
We implemented a corporate self-service extranet built with Angular on the frontend and a microservices layer deployed on Kubernetes. The platform provides enterprise clients with a centralized portal from which they can check the status of their services, review billing history, manage internal users with role-based control, open and track support tickets, and request plan changes or additional services. Authentication and authorization were implemented on a dedicated identity provider with SSO support, allowing companies to integrate the portal with their corporate directories. The microservices were integrated with existing BSS and OSS systems through internal APIs.
Results
-
Over 40% reduction in call center volume within the first 6 months
-
Average resolution time for simple requests reduced from 48h to under 2 hours
-
Over 70% of enterprise clients activated on the platform in the first quarter
-
Corporate segment NPS improved consistently after launch
-
Platform availability of 99.6% in the first 12 months of operation
Technologies
- Angular
- Kubernetes
- Java / Spring Boot
- PostgreSQL
- OAuth2 / OpenID Connect
- REST APIs
- Redis
Do you have a similar challenge ?
Let's talk about your context. Our team can help you design a solution tailored to your industry and scale.
No commitment · Reply within 24h