Customer Portal & Ticketing System
Changing how a regional ISP serves their customers.
A regional ISP with thousands of subscribers across several districts experienced a surge in complaints they could not handle effectively. Customers called repeatedly without clarity on resolution status. Field technicians did not know which priorities to address first. The customer service team was overwhelmed answering the same questions over and over: "When will my internet be fixed?" We built a customer portal and ticketing system that brings transparency to customers and structure to the internal team.
Not a Technology Problem, But a Communication Problem
During our initial discussion, the ISP management team was convinced their main problem was a shortage of technicians. But after we analyzed complaint data more deeply, we found a surprising fact: 60% of incoming calls to customer service were not to report new issues. They were calling to ask about the status of previously reported tickets. Customers had no way of knowing whether their report was received, being worked on, or forgotten. This uncertainty created frustration and flooded communication lines.
From Complaints to a Structured Solution
Customer Journey Mapping
We mapped the entire customer journey from experiencing a disruption to resolution. Every frustration point was identified: phone wait times, status uncertainty, and repair promises that were not kept.
Internal Workflow Redesign
Before building technology, we restructured the ticket handling workflow. Clear priority definitions, SLA per issue category, and automatic escalation for tickets exceeding time limits.
Portal & System Development
Parallel development of the customer portal (for customers) and internal ticketing system (for CS and technicians). Both connected in real-time.
Field Technician App
A mobile app for technicians showing tickets by priority and location. Technicians can update status directly from the field, automatically reflected in the customer portal.
Soft Launch & Iteration
Gradual launch starting from one coverage area to collect real feedback from customers and the team before full rollout.
Customer Pain Points
No visibility on report status
After calling CS, customers had no way to check if their report was being acted on. The only option was to call again.
Long phone wait times
With only 3 CS agents for thousands of subscribers, wait times could reach 15-20 minutes. Many customers gave up and posted complaints on social media instead.
Unreliable time estimates
Technicians often gave unrealistic repair time estimates because they did not know their actual workload. Customers were disappointed by unmet expectations.
Features That Address Them
Real-time ticket tracking
Customers can view their ticket status anytime through the portal: received, being handled, technician en route, or resolved. Complete with notifications at every status change.
Self-service troubleshooting
Interactive troubleshooting guides for common issues. Customers can try simple solutions before creating a ticket, reducing CS load for self-resolvable issues.
Honest ETA system
Repair time estimates calculated based on actual technician workload and location. Better to give realistic estimates than promises that cannot be kept.
Customers are not angry because there is a disruption. Customers are angry because they do not know when the disruption will end.
For Customers
A portal accessible via browser or WhatsApp bot. Customers can create tickets, track status, view disruption history, and even see planned maintenance schedules. Proactive notifications are sent when status changes or scheduled maintenance occurs in their area. An experience that was once full of frustration is now transparent and predictable.
For the Internal Team
An operational dashboard displaying all tickets by priority, SLA status, and distribution per area. Managers can see bottlenecks in real-time and allocate resources more effectively. Automatic reports for issue trend analysis, enabling the team to perform preventive maintenance before problems affect many customers.
Changes in the First 2 Months
Reduction in calls to CS
Reduction in average resolution time
Customer satisfaction rating (from 2.8)
Issues resolved via self-service
From Reactive to Proactive
The most significant transformation was not in the numbers, but in the mindset shift. This ISP moved from reactive operations (waiting for complaints) to proactive (detecting and addressing issues before customers report them). With data from the ticketing system, they can identify problem patterns in specific areas and take preventive action. Customers who were previously vocal on social media are now providing positive testimonials because they feel heard and served transparently. Churn rate dropped significantly in the first quarter after launch.
Let's Talk About Your Solution
Every business has unique challenges. Tell us what you need, and we'll help find the right approach.