Client Overview
A growing Voice over IP (VOIP) telecommunications provider managing high-volume call routing faced significant operational friction as their customer base expanded.
Telecom Provider Snapshot:
• Primary Need: A centralized self-service dashboard for end-customers.
• Current Infrastructure: Utilizing customized softswitches (e.g., VOS3000) for routing and a separate CRM for customer management.
• Current Process: Heavy reliance on manual data exports and direct messaging (WhatsApp/Email) for customer support and billing.
• Key Challenge: Bridging the gap between deeply technical telecom infrastructure and front-end customer experience.
Despite delivering high-quality routing services, the provider struggled to scale efficiently because of manually answering routine customer queries regarding balances, invoices, and technical issues.
Industry
- Telecommunications
Services
- Full-Stack Web App Development
- Legacy Telecom API Integration
- CRM Workflow Automation
- UI/UX Dashboard Design
- Database Architecture & Secure Authentication
Technologies Used
- Next.js
- React.js
- Node.js
- TailwindCSS
- Supabase
- Zoho CRM
The Problem
As the client's customer volume increased, their fragmented manual processes became unsustainable. They were losing valuable time and straining their support teams because core systems such as their routing switch and CRM did not communicate with each other. Customers had no way to independently check their account health, leading to a constant influx of manual requests.
Disconnected Infrastructure
Manual Support Overload
Delayed Issue Resolution
The Solution
Ciphernutz designed and developed a unified, web-based Customer Dashboard that automates the entire customer experience from balance checking to support ticketing. We replaced the fragmented manual workflows with a secure, real-time portal that integrates directly with the client's existing telecom switches and CRM. The newer workflow empowers customers to manage their own accounts at their discretion and convenience.
| Before | After |
|---|---|
WhatsApp/Email balance checks | 24/7 dashboard access |
Manual invoices | On-demand downloadable invoices |
Chat-based payment tracking | Automated payment reporting & alerts |
No support tracking | Integrated ticketing system |
What We Built:
1. Unified Self-Service Web Portal
A secure, mobile-responsive dashboard where customers can log in to view their account health, eliminating the need to message support for basic inquiries.
2. Real-Time Balance & Usage Tracking
Direct integration with the telecom backend to pull and display live account balances and recent usage statistics without manual data exports.
3. Automated Invoice & Billing History
A centralized billing tab where customers can view, download, and track the status of their historical invoices seamlessly.
4. Integrated Payment Reporting
A streamlined workflow allowing customers to upload payment proofs (e.g., bank transfer receipts) directly into the portal, automatically notifying the finance team.
5. Centralized Support Ticketing System
An in-portal ticketing system that allows customers to report routing issues or billing disputes, complete with status tracking and history.
Business Impact
The VOIP Customer Dashboard established a highly professional, scalable front-end for the telecom provider. After automating routine queries and providing a unified data view, modernizing the provider's customer experience. It also freed the support team from manual administrative burdens to focus on critical routing optimization.
5-6 Weeks
Estimated development and delivery timeline.
Zero
Manual lookups for onboarded customers.
100%
Centralization of support tickets and payment receipts.
75%
Reduction in daily routine support inquiries.
40+ Hours
Saved per month by eliminating manual billing.
Key Platform Benefits
Secure user authentication and role management
Live balance and usage metrics fetched from telecom switches
Downloadable invoice history and billing tracking
Payment proof upload forms with automated notifications
Internal support ticketing system with status updates
Mobile-responsive, modern user interface
Want to build a custom dashboard for your telecom operations?
Clients Who Grew with Us
"Excellent end-to-end experience with Ciphernutz. Highly engaged team, great communication."
Jake Adams
Head of Product
"Working with Ciphernutz feels like having a true partner who truly cares about your business"
Dongjoo Kim
Founder
