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A Self-Service Portal for Happier Customers

Allstream provides communication solutions for businesses across North America. To help serve its large customer base, the company was relying on multiple portals for everything from managing invoices to logging support tickets. Combining its suite of services into a single portal would improve the customer experience.
Services
  • Requirement gathering
  • Delivery planning
  • UX and UI design
  • Front-end development
  • Back-office integration
Technologies
  • Angular.js
  • RESTful API
  • ServiceNow
Project Highlights
  • Billing centre
  • Payment processing
  • Support ticket system
  • Service ordering and configuration
  • User management

Phone Number Ordering and Management

Allstream provides business customers with pilot numbers and telephone numbers to assist with communication. In the portal, we made it easier for customers to order new numbers, migrate numbers from other platforms and manage their existing inventory of numbers.

Billing Centre

A dedicated section for billing provides quick access to invoices, outstanding balance and account summary. Users can manage multiple accounts and assign favourites for added convenience. Each invoice comes with a clear breakdown of charges and the ability to download.

Support Centre

The Support Centre lets users create tickets for help with billing or technical issues, monitor the status of their tickets and exchange comments with admin. We developed a user-friendly workflow for creating tickets to make life easier for Allstream and their customers.
A typical user workflow from login to dashboard to account selection.

User Management

Another important business requirement was the ability for customers to add users without the involvement of Allstream admin. This gives customers more control over their account, so they can easily on-board new users in their company, edit user details and revoke access if needed.

The outcome

As Allstream's UX and Development partner we helped plan the consolidation of both portals, bringing convenience to customers and lower maintenance costs for admin.

This included documenting business requirements and technical specs, and building a delivery plan for the entire project. We also handled UX and UI design to produce a more streamlined and pleasant experience for customers.

  • Optimized performance during front-end development to keep up with high volume of data
  • Multiple integration points to connect front-end with back-end and Allstream's ticketing system
  • Re-designed UI for easier navigation between services
  • Bilingual interface for localized experiences
  • Responsive UI supporting all resolutions from smartphone to desktop