Smart Customer Portal & Mobile App for a Local Broadband ISP

Client Overview

The client is a rapidly growing regional Internet Service Provider (ISP) delivering high-speed fiber-optic broadband to over 50,000 residential and commercial subscribers. While they provided excellent internet speeds, their customer service infrastructure was struggling to keep pace with their expanding user base.

The Challenge

The Problem: The client’s customer support call center was constantly overwhelmed. Over 70% of the daily incoming calls were for routine inquiries—such as checking data balances, asking for invoice copies, or reporting minor router issues. Additionally, manual cash collections and delayed offline payments were hurting the company's cash flow.

The Requirement: The client needed a "Tier-1" digital experience similar to national telecom giants. They required a self-service mobile application and web portal that would empower customers to manage their own connections, thereby drastically reducing the burden on the support center and automating the billing cycle.

Our Solution

We engineered a comprehensive, self-service digital ecosystem comprising a native Mobile App (iOS & Android) and a responsive Web Portal. Our core technical implementations included:

• Real-Time Network Integration: We successfully integrated the app with the client’s core RADIUS/network servers. This allowed users to open the app and instantly view their live bandwidth usage, active plan status, and daily data consumption without calling support.
• Automated Billing & Payments: We integrated a secure payment gateway to facilitate one-click plan renewals, automated invoicing, and auto-pay mandates (NACH/UPI). The system also sent automated push notifications and SMS reminders three days before a plan's expiry.
• Smart Ticketing & Diagnostics: We built an in-app troubleshooting and ticketing module. If a customer faced downtime, the app could run a basic diagnostic test on the router. If unresolved, it automatically raised a support ticket and assigned it to the nearest field technician, allowing the customer to track the technician's ETA in real time.

The Results

The launch of the smart portal and mobile app revolutionized the ISP’s daily operations:

• Massive Drop in Support Calls: Within three months of launch, routine customer support calls dropped by over 60%, allowing the support team to focus only on critical technical issues.
• Accelerated Revenue Collection: With seamless in-app payment options and automated reminders, on-time plan renewals increased by 45,% practically eliminating the need for manual bill collections.
• High User Adoption & Retention: Over 75% of the active subscriber base downloaded and transitioned to the mobile app within the first quarter, leading to a significant boost in overall customer satisfaction and a reduction in churn.

Conclusion

By replacing manual support processes with a smart, self-service digital platform, we enabled this regional ISP to operate with the efficiency and polished customer experience of a national telecom enterprise. The solution optimized their operational costs, streamlined their cash flow, and empowered their subscribers with total control over their internet services.