ISP Client Portal

Global Connectivity Simplified

The ISP Client Portal app allows users to manage their internet and TV plans, payments, and billing efficiently. It provides a user-friendly interface for seamless self-service and enhanced customer experience.

Celtis helped us way beyond just software development. Their practical advice made our day-to-day operations smoother and more efficient.

Dimitar Velev

CEO Telnet

CHALLENGE

The client needed help managing a growing volume of customer inquiries, especially routine ones that overwhelmed their support team. As their business expanded, outdated and fragmented systems were causing inefficiencies and reducing the quality of the customer experience.

Recognizing the need for improvement, they partnered with Celtis to develop a user-friendly app designed to efficiently handle internet and TV plans, payments, and billing.

Additionally, the app needed to integrate fully with the ISP’s ERP system. This integration would enable instant updates to services, empowering users with immediate control over their services and enhancing overall satisfaction.

SOLUTION

To address these challenges, we developed a React-based client portal app that empowers customers with self-service capabilities. Key features include:

Service Management: Users can easily view and manage their internet and TV plans.
Online Payments: Secure online payment options for contract fees and other charges.
Billing and Usage Reports: Access to detailed reports on service usage and billing.
Support Ticket System: Efficient resolution of support tickets with tracking and escalation features.
User Profiles: Clients can view and update their profiles and receive notifications.

We also integrated the app with the ISP’s core API, ensuring seamless data management and real-time updates across all platforms.

RESULTS

The ISP Client Portal app has fully met client expectations, significantly enhancing the user experience for over 15,000 active users.

The registration process is streamlined, intuitively linking clients with their company accounts, which has significantly boosted user satisfaction and encouraged a shift from the online portal to the app. Key app features, such as the ability to activate internet service for 48 hours pending payment, have facilitated this transition.

Additionally, automated payment options have notably reduced late payments by over 30%. The app also simplifies adding TV channel packages, like movie and sports bundles, resulting in a 40% increase in purchases of additional packages.

Overall, the app has effectively simplified telecom service management, enhancing the client’s market position through improved customer engagement and operational efficiency.