Success Story

Services:

Cybage Enabled Complete Digitalization of a Managed It Services Provider by Developing a Unified, Scalable, and Modern Portal That Offers High-Quality Cx

Supply Chain and Logistics

Posted On: 21 March, 2024

A US-based technology services company that specializes in hosted/cloud services, managed services, business IT services, copiers/printers, phone systems, document management and audio/video systems.
Has more than 650 certified engineers and technical representatives.
Serves over 36, 000 customers regionally and nationally.

Develop a unified portal that supports multiple IT operation requirements and offers a seamless customer experience.
Enable technological transformation to ensure the portal is modern, supported on multiple devices, and is always available.
Build a solution that effectively captures customer issues and requests while maintaining transparency.
Engineer a solution that helps in securely monetizing the portal via third-party integrations.

Developed an innovative portal to simplify the ticket creation process and minimize efforts by introducing key automations.
Used latest technology standards with component-based approach while developing the portal to ensure scalability and maintainability.
Modernized the UX along with better security, authentication, and role management.
Integrated third-party ticketing platform to handle customer issues and requests effectively.
Implemented a responsive web solution that works seamlessly on mobile and tablet environment.
Integrated the portal with various third-party tools and products to provide a unified experience.
Defined and deployed high performance test automation strategy.
Created CI/CD pipelines from scratch on Azure along with Kubernetes orchestration.

80% upsurge in number of customers buying subscriptions via the portal due to third-party integration with Microsoft partner center.
70% reduction in user inputs to create a ticket.
90% decrease in turnaround time of resolving tickets.
30% increase in reach through real-time notifications.
70% users prefer the secure and efficient SSO mechanism for daily use.
1000+ clients onboarded and 2000+ active users within 8 months on the portal.