Customer Care Portal: Customised 'Single Front-End' to 'Multiple Backend Systems'

Lifetree’s customer care and dealer portals enable superior user experience for Iran’s leading operator

Client Context
Our client is one of Iran's leading mobile operators. With the growing demand for mobile services, the client envisaged an exponential growth in total subscriber base within the following year.

Handling the customer service for this large base of subscribers was a huge task. The client needed a system that would quicken service response and thus increase customer satisfaction.

In addition, the company had plans to operate through a dealer network and needed an operational support system that would not only cater to internal users but to this network.

There was a need to make the systems work in both English and Farsi (Iran's local language) and be compatible with the Jalali calendar (used in Islamic countries)

Lifetree's custom made solution
The Lifetree team recommended a solution that stitched together billing and self-care, a service portal for internal customers and a dealer portal.

@Billity™, Lifetree's billing and customer care product was at the core of Lifetree's proposed solution. This was integrated with two custom web enabled solutions, one for internal customer service executives and the second for dealers.

The internal Customer service portal was configured to handle 300 concurrent users. The dealer portal, designed to be bi-lingual, augmented the client's customer acquisition and servicing capabilities. Through this portal, dealers could create new accounts as well as service customer queries. This system was configured to handle 500 simultaneous requests.

Client Benefits

• Rapid implementation led to crunched time to market for the client
• Systems were configured to handle great scales giving client the much-needed flexibility to grow.
• Since all localization needs were catered to in the initial roll out, the system was accepted internally as well as by the extended dealer community giving the company a competitive edge