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Self-service extranet for enterprise clients of a local telecommunications operator

Local telecommunications operator

Time Returned

ObservedResolution time for simple requests reduced from 48 hours to under 2 hours, with 40% fewer calls to the support center
  • 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
THE CHALLENGE

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

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

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