{"id":12886,"date":"2023-11-17T18:09:00","date_gmt":"2023-11-17T16:09:00","guid":{"rendered":"https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/?post_type=case-study&#038;p=12886"},"modified":"2024-12-03T10:58:54","modified_gmt":"2024-12-03T08:58:54","slug":"self-service-portal-for-nordic-telecom-companys-business-customers","status":"publish","type":"case-study","link":"https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/case-studies\/self-service-portal-for-nordic-telecom-companys-business-customers\/","title":{"rendered":"Self-service portal for Nordic telecom company&#8217;s business customers\u00a0"},"content":{"rendered":"\n<div class=\"wp-block-cgb-section-block padding-top-0 padding-bottom-0 c-padding-left-0 c-padding-right-0\"><div class=\"container container__full\">\n<figure class=\"wp-block-image size-full img-responsive\"><img decoding=\"async\" width=\"1640\" height=\"300\" data-src=\"https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/wp-content\/uploads\/2024\/01\/cs_1640x600telco-e1726141176143.png\" alt=\"\" class=\"wp-image-12882 lazyload\" data-srcset=\"https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/wp-content\/uploads\/2024\/01\/cs_1640x600telco-e1726141176143.png 1640w, https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/wp-content\/uploads\/2024\/01\/cs_1640x600telco-e1726141176143-300x55.png 300w, https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/wp-content\/uploads\/2024\/01\/cs_1640x600telco-e1726141176143-1600x293.png 1600w, https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/wp-content\/uploads\/2024\/01\/cs_1640x600telco-e1726141176143-768x140.png 768w, https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/wp-content\/uploads\/2024\/01\/cs_1640x600telco-e1726141176143-1536x281.png 1536w\" data-sizes=\"(max-width: 1640px) 100vw, 1640px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 1640px; --smush-placeholder-aspect-ratio: 1640\/300;\" \/><\/figure>\n<\/div><\/div>\n\n\n\n<section class=\"wp-block-cgb-section-block border-bottom-EAEAEA\"><div class=\"container container__main\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h3 class=\"wp-block-heading size20 margin-top-0\" id=\"tech-idea-validation\">Jobs done<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Centralized portal to manage employees\u2019 telecommunication accounts, subscriptions, and services.&nbsp;&nbsp;<\/li>\n\n\n\n<li>360 view which consolidates diverse types of subscriptions and products into a single comfortable view.&nbsp;<\/li>\n\n\n\n<li>Dedicated flow for opening subscriptions where new ones can be opened in a matter of minutes.&nbsp;<\/li>\n\n\n\n<li>Utilized User Lifecycle Management (ULM) for sustainable and centralised user account data handling.<\/li>\n<\/ul>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h3 class=\"wp-block-heading size20 margin-top-0\" id=\"user-experience-design\">Technology stack and competencies<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Node.js&nbsp;<\/li>\n\n\n\n<li>React.js&nbsp;<\/li>\n\n\n\n<li>TypeScript&nbsp;<\/li>\n\n\n\n<li>GraphQL&nbsp;<\/li>\n\n\n\n<li>PostgreSQL&nbsp;<\/li>\n\n\n\n<li>npm&nbsp;<\/li>\n\n\n\n<li>Java&nbsp;<\/li>\n\n\n\n<li>Magnolia CMS&nbsp;<\/li>\n\n\n\n<li>JavaScript&nbsp;<\/li>\n\n\n\n<li>jQuery&nbsp;<\/li>\n\n\n\n<li>FreeMarker&nbsp;<\/li>\n\n\n\n<li>Oracle DB&nbsp;<\/li>\n\n\n\n<li>Apache Maven&nbsp;<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<\/div><\/section>\n\n\n\n<section class=\"wp-block-cgb-section-block border-bottom-EAEAEA\"><div class=\"container container__main\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\">\n<h2 class=\"wp-block-heading\">Directing business customers to a portal streamlines the processes for both parties&nbsp;<\/h2>\n\n\n\n<p>Business customers often hold more than one account, with some corporations or public service entities managing thousands of accounts simultaneously. Our solution takes the onus off the client\u2019s support team and account managers, instead allowing their customers the freedom to manage their products and services in bulk. Furthermore, the system allows trusted clients the right to initiate and cancel subscriptions as employees come and go.&nbsp;<\/p>\n\n\n\n<p>They can manage all subscriptions, including land lines, internet, mobile connections, and a range of additional products, including security and firewall services, without having to contact customer care directly in majority of cases. Previously the functionality was limited, requiring business customers to login to separate portals for each service, all with different interfaces and credentials, which was both inconvenient and confusing. Our solution is a one-stop, single sign-on portal for all actions across the client&#8217;s services suite.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">The challenges faced contributed to a sleeker product&nbsp;<\/h2>\n\n\n\n<p>Legacy integrations remain the ongoing issue when working with established companies with a complex history of mergers and expansions. Our approach is to utilise the output and functionality of such systems, acknowledging their limitations and building with the future in mind, so that our contributions will be ready for any legacy upgrades or replacements when they inevitably come along. Despite limitations, the evolution of this project and current value is a source of pride for Proekspert.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">For business customers, saving time is everything&nbsp;<\/h2>\n\n\n\n<p>One of the main benefits of this new system for business clients is speed. Getting both simple and complex assignments done quickly, without delay and in the same portal, is vital for today\u2019s companies. To be able to file complaints, issues, or more complex needs by filling in and submitting a simple form saves time and is a much more efficient process for the client and their customers. Issues that needed addressing can be dealt with faster and other tasks prioritised accordingly.&nbsp;<\/p>\n\n\n\n<p>15,000 unique monthly users and up to 100 simultaneous users now benefit from this cleaner, faster portal. Reduction of customer support costs was one of the main aims for the client and saving time a core consideration for their customers.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">User-centric approach across business and consumer platforms&nbsp;<\/h2>\n\n\n\n<p>With business portal\u2019s integration with User Lifecycle Management (ULM), a centralized user account data management system, we shifted focus to more user-centric approach, where authenticated user could log in and choose, whether they would like to manage their personal subscriptions on consumer\u2019s side or their company\u2019s subscriptions in business portal. That way, user data could be preserved in one system instead of several, without adding extra complexity to cross-platform way of working.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Providing a one-stop shop is the best way forward&nbsp;<\/h2>\n\n\n\n<p>One of the client\u2019s aims is to be a broker of services, and this portal takes the first steps along that journey. It has the potential to include products from third parties, portfolio companies and their subscriptions, all in one place.&nbsp;&nbsp;<\/p>\n\n\n\n<p>Dealing with customers that have 50,000 plus subscriptions requires a streamlined solution. Having the tools in place to service such demands strengthens the client\u2019s hand when looking to win the kind of large, profitable contracts required to stay relevant well into the next decade and beyond.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\"><\/div>\n<\/div>\n<\/div><\/section>\n\n\n\n<section class=\"wp-block-cgb-section-block left\" style=\"background-color:#f4f4f4\"><div class=\"container container__main\">\n<div class=\"wp-block-cgb-section-block\"><div class=\"container container__narrow\">\n<h2 class=\"wp-block-heading\" id=\"service-design-case-studies\">Related case studies<\/h2>\n\n\n\n<p>Our case studies give an insight into how human-oriented design principles will help product companies persuade customers to go on a journey with smart, connected products.<\/p>\n<\/div><\/div>\n\n\n<div class=\"case-shortcode\"><div class=\"row\"><article class=\"col-md-4 post-12508 case-study type-case-study status-publish has-post-thumbnail hentry casestudy_cat-digital-services count-1\"><div class=\"post__wrap\">\n\t<div class=\"post__img\">\n\t\t<a href=\"https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/case-studies\/a-self-service-app-for-a-nordic-telecom-company\/\">\n\t\t\t<img decoding=\"async\" width=\"1194\" height=\"627\" data-src=\"https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/wp-content\/uploads\/2017\/12\/1200x630_selfservice.png\" class=\"img-responsive wp-post-image lazyload\" alt=\"\" data-srcset=\"https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/wp-content\/uploads\/2017\/12\/1200x630_selfservice.png 1200w, https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/wp-content\/uploads\/2017\/12\/1200x630_selfservice-300x158.png 300w, https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/wp-content\/uploads\/2017\/12\/1200x630_selfservice-1024x538.png 1024w, https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/wp-content\/uploads\/2017\/12\/1200x630_selfservice-768x403.png 768w\" data-sizes=\"(max-width: 1194px) 100vw, 1194px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 1194px; 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