Unified Self-Service Portal
A secure, mobile-responsive portal allows customers to log in and access their account information without contacting support.
UK VoIP Provider Cut Routine Support Inquiries by 75% With a 24/7 Self-Service Portal
A UK VoIP provider replaced repetitive WhatsApp and email support requests with a secure self-service portal for live balances, invoices, rate lookups, payments, and support tickets.
Give customers instant access to the information they need - without waiting for support. The new portal connects telecom and CRM systems to make balances, invoices, rates, payments, and support available from one secure place, 24/7.
Client Overview
A UK VOIP provider was running customer support through WhatsApp and email. Customers relied on lengthy processes to check a balance, see a rate, or pull an invoice after messaging support. Plus, the routing switch and CRM did not talk to each other, so logging every answer required a manual export.
We built a self-service portal that pulls live balances from the softswitch, serves invoices, offers rate lookups on demand, and handles tickets in-app. Resultantly, the routine inquiries fell 75%.
Customer Quote
"How many WhatsApp messages a day was your support team answering that just said 'what's my balance'?"
“We grew our customer-base this quarter beyond our vision. A few days afterwards, the frequent customer inquiries for account-related matters grew in patterns, whose peak hours were during evening and then somewhere around midnight. At this stage, responding only in fixed hours made it difficult to offer support and retain users until we adopted the newer tech. We went from answering 450+ support questions regarding balance and other things to delivering a completely self-service 24/7 support portal”
The Challenge
The provider's support team was spending valuable time answering repetitive account questions that did not require human intervention. As the customer base grew, the same manual lookup process became increasingly difficult to scale.
Routine questions consumed support capacity
Customers repeatedly contacted support to check balances, ask for destination rates, request invoices, and confirm payments. These questions were simple but still required an agent to look up and return the information.
The softswitch and CRM were disconnected
Balance and usage data lived in the VOS3000 softswitch, while customer and billing information was managed in Zoho CRM. Staff had to export information from one system, cross-reference it with another, and manually respond to the customer.
WhatsApp and email lacked structured support tracking
Routing issues, billing disputes, balance questions, and payment confirmations arrived in the same communication channels. Without structured tickets, statuses, or centralized history, support requests could become difficult to track.
Customers had no self-service account visibility
Customers could not independently view account health, invoice history, or current rates. Even simple information requests required waiting for support to respond.
What We Built
We built a secure customer-facing portal that connects the provider's telecom infrastructure and CRM, turning repetitive support requests into self-service workflows.
Real-Time Balance and Usage
The portal connects directly with the telecom backend to retrieve live balances and recent usage, eliminating manual exports and outdated information.
Invoice and Billing History
Customers can view, download, and track the status of past invoices directly from the portal.
Payment Reporting
Customers can upload payment proofs such as bank transfer receipts directly to their account. The finance team receives an automatic notification, replacing manual reconciliation from chat attachments.
Support Ticketing
Routing issues and billing disputes are converted into structured support tickets with status tracking and history, replacing unstructured WhatsApp and email conversations.
Dynamic Rate Sheet and Destination Lookup
A searchable database of call rates by country prefix replaces static PDF rate cards, allowing customers to find destination rates on demand.
Results
Routine support inquiries fell by 75% as customers moved balance checks, rate lookups, invoice requests, and other repetitive questions into the self-service portal. Manual lookups for onboarded customers were eliminated, while the finance team recovered 40+ hours per month. The portal was delivered in five to six weeks.
| Before | After | |
|---|---|---|
| Balance checks | WhatsApp / email to support | Live self-service, 24/7 |
| Invoices | Manual send on request | Downloadable on demand |
| Rate cards | Static PDFs | Searchable by country prefix |
| Payment proof | Image in a chat thread | Structured upload with auto-notification |
| Support requests | Untracked messages | Tickets with status and history |
| Softswitch and CRM | Disconnected systems | Unified customer view |
Want to Build a Self-Service Customer Portal?
We'll connect your existing systems and build a secure customer portal that reduces repetitive support work and gives customers instant access to the information they need.
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