Customer Portal ROI - Reliance Globalcom

IMAGETEQ designed, developed and implemented a customer service portal that has been recognized as world class in the industry for telecom and IT services provider Reliance Globalcom.

Challenge

Reliance Globalcom, a telecom and IT services provider focused on the medium and large enterprise markets, wanted IMAGETEQ to re-think its customer portal strategy to improve the customer experience. IMAGETEQ was engaged to redesign the customer service portal to increase its functionality, lower service support costs, facilitate better customer communication, include a sales demo tool and reinforce the brand.

Approach

IMAGETEQ’s experts provided user interface design, software and software architecture consulting for the portal redesign. The user interface design portion included look and feel design as well as heuristic evaluation, usability testing, user personas, recommendations, site maps, task flows, prototype usability validation and HTML schematics/wireframes and navigation. IMAGETEQ also defined the Application Programming Interface (API) and created elements of the new portal, including developing the new infrastructure and implementing the portal using Java, JSP, servlets, etc.

Results

IMAGETEQ successfully designed, developed and implemented a customer service portal that has been recognized as world class in the industry. The portal successfully delivered real-time network performance statistics, trouble ticketing status and customer-controlled bandwidth provisioning, all completely integrated with Reliance Globalcom’s backend systems.