Balkan Telecom — Customer portal
A redesigned customer portal for a regional telecom: bills, plans, usage, contract changes — all on one screen, no call center needed.
Their existing portal was a 12-year-old Java applet. Customers had to call to do nearly anything. The cost-to-serve was killing margins on the small-business segment.
What we did
A complete UX redesign and React rebuild, integrated with their billing and provisioning back-ends. Designed mobile-first, with proper accessibility (WCAG AA).
Outcome
Self-service rate up from 22% to 71%. Call center volume down 38% in the first quarter post-launch.
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