FORTUNE 500 TECH COMPANY: PORTAL SOLUTION

Customer and Partner Portal for a Multinational Fortune 500 Information Technology Corporation

CHALLENGE

Our client, a Fortune 500 Information Technology Corporation provides a Managed Services Platform for their telecommunications and networking customers. They needed a portal to allow their customers to monitor the status of their network and to submit Service Request tickets into the client’s backend ITIL-based Incident and Change Management system. The portal also needed to allow the client’s Partners to OEM this service to their customers. The challenge was that the Web Services which interacted with the ticketing system were very slow and could not support Interactive Dashboards and Real-Time charts.

SOLUTION

We developed a highly performant, feature rich Liferay based Customer/Partner Portal with a modern, highly responsive User Experience that leverages Single Page Apps (SPA) architecture. To work around the integration web service performance issues, we created an efficient ETL process which pulls updates from the ticketing system and stores aggregated summary data for very fast display of Heat Maps and Geographically-based charts. Additionally we built a template and theming mechanism that allows our client to easily bring on new Partners. A technical highlight of the solution was that we built the functionality using a Service Oriented Architecture (SOA) to easily support mobile and handheld native applications such as Android and iOS while leveraging the same Portal codebase. Finally, the portal allows Partners and Customer Service agents to see the portal as their customers do. Download the Case Study PDF here