Telecom Provider Cuts Customer Support Calls by 45% with Self-Service Portal
About the Client
Regional ISP
Pakistan
250,000 subscribers
The Challenge
Call centre was handling 80,000+ monthly contacts — 60% were routine account queries.
Paper-based billing was costly and created payment delays.
No mobile app meant customers had no convenient way to manage their account.
Our Approach
Audited the top 20 contact reasons to define the self-service feature set.
Designed a mobile-first customer portal with account, billing, and support workflows.
Integrated with the billing system and ticketing platform via REST APIs.
The Solution
Launched web and mobile customer portal with usage dashboards, bill payments, and plan upgrades.
Built AI chatbot handling the top 15 FAQ categories with escalation to live agents.
Implemented push notifications for bill reminders, usage alerts, and outage updates.
Results & Impact
"The self-service portal changed the relationship with our customers. They are more satisfied and we spend less on support — it is a genuine win-win."
Usman Tariq
CTO, Regional ISP
