Self Service Portal for MVNOs
Project Name
Self Service Portal for MVNOs
Client
MVNE PaaS provider Belgium
Our Role
Build a self-service portal
“We wanted to personalize our customer experience while providing the required information to help them locate what they need on our website easily. CloudTern came up with a self-service portal that made our company realize its vision.“
Kristof Raeman
VP of Engineering and QA
A Belgium-based MVNE PaaS provider chose CloudTern to build a self-service portal for its customers. CloudTern built an amazing portal with an intuitive interface, great design, and a personal touch that delivered a positive customer experience.
Company Overview
The client is a Belgium-based Mobile Virtual Network Enabler (MVNE), having several years of experience in the telecom network space. The client provides network infrastructure services that include but are not limited to Operations Support Systems / Business Support Systems (OSS/BSS), network element provisioning and administration to telecom service providers and Mobile Virtual Network Operators (MVNOs). Leveraging the expertise of the client in the implementation, planning and management of telecom services, several MVNOs have increased their sales and tapped into new markets without worrying about the backend infrastructure and start-up costs.
The Challenge
Digitalization has revolutionized the way businesses operate procedures and engage with customers. The recent Covid-19 pandemic has accelerated this digital adoption.
As more and more customers started getting accustomed to online shopping and communication, self-service became a key requirement. Today, customers are not willing to wait in queues or contact support staff to get regular tasks done.
Customers are expecting more value with fewer efforts. As such, the client wanted to build a self-service portal that enabled and empowered customers to pay their bills easily, subscribe/cancel services, and manage account-related tasks from any device, anytime and from any location.
The Solution
The company chose CloudTern to design a self-service portal for its customers.
CloudTern developed a single-user interface integrating existing tools and solutions such as Customer Relationship Management (CRM), Enterprise Resource Planning (ERP), order management, sales and customer support using Service-oriented Architecture and Microservices.
The site contains useful information such as how-to guides, articles, videos, helpful tips, FAQs and account-related processes such as password reset, creating a service request, profile update, etc.
Key Benefits
The self-service portal enabled customers to view all account-related information from a central dashboard. Be it checking the current plan, subscribing to a new service or paying monthly bills, customers were able to access the information from any device and any location. With easy payments and support augmented with a personal touch, the portal delivered an enhanced customer experience to end-users.
The self-service portal delivered several benefits to the client. Firstly, account-related calls to customer support were significantly reduced. As such, maintenance and HR personnel expenses got reduced and revenues increased. The client was able to portray a better brand image, deliver a superior user experience and explored new markets to gain new customers.
- Reduced account-related queries
- Single-user Interface
- Well-designed site with easy navigation
- Digital service with a human touch
- Increased revenues
- Superior customer experience
- Enhanced brand image
