Consolidated Communications, Inc.

The telecom provider was struggling with an outdated system that required manual management of customer accounts, creating inefficiencies and security risks. We centralized dispersed data from multiple systems into a unified account management system that streamlined their processes and improved operational efficiency.

Industry Telecom Provider
Company Enterprise
Services Consulting
Software Development

Their team struggled with:

Outdated Technology: The existing website was built on an old platform with no ongoing support, making it increasingly difficult to maintain and upgrade.
Manual Processes: Account management and release plans were entirely manual, requiring significant time and effort from high-paid employees for repetitive tasks.
Inefficiency and Risk: The lack of automation in development and release cycles slowed down productivity and introduced potential security risks.
Customer Management Issues: The system was not designed to handle multi-customer management efficiently, and users lacked self-service options, leading to frustration and inefficiencies.

Their vision? Create a user-friendly customer portal that enhances efficiency, and reduces risk by centralizing data into one account management system, and improves the customer experience for both their team and their clients.

Our Approach

We started by asking the right questions:

What are the main challenges with the current portal?
Where are the inefficiencies and risks?
How can we streamline your account management processes and improve customer experience?

Here’s how we tackled it step-by-step:

Deep Dive Discovery & Strategy

Our journey began in mid-2023, when they reached out to us based on our previous successful collaboration on DNN projects. Having experienced the value we brought, they trusted us to help resolve performance challenges with their existing website. We quickly demonstrated our expertise through our approach, including creating user stories before designs, fast feedback loops, and efficient problem-solving.

This was a key turning point: the client, initially working with a larger consulting firm, recognized the agility and deep understanding we brought to the table. As a result, they chose to entrust us with the entire project. Our success was built on a foundation of trust, clear communication, and a strong partnership with the client’s team.

Data-Driven User Experience

Before we stepped in, the client’s previous consulting firm had some design concepts and user stories. After reviewing them, we took ownership of the design, refining them, and identifying key areas of improvement. Key initiatives included:

Shifting from an Account-Level Management System to a Customer-Level System: This was essential for users managing multiple accounts. We ensured users could view and manage all their accounts under a single login, streamlining their experience.
Design Revisions and Brand Alignment: We refined the design to match the client's brand, ensuring consistency and a user-friendly experience.
Iterative Design Process: We worked in iterations, creating wireframes, mockups, and a pattern library to maintain consistency across the website.
Simplicity and Usability: We focused on simplifying complex features like data grids and sorting functionality, making them easy to navigate and interact with.

Iterative Development

A major highlight of this project was our ability to integrate multiple new technologies and build a solution independent of the customer’s infrastructure. By using modern technologies and API-driven architecture, we created a flexible solution that could easily scale and integrate with external systems. Key technical aspects included:

Microservices Architecture and Cloud-Native Development: This approach was implemented to ensure scalability and resilience for future growth.
Single Sign-On (SSO) Integrations: SSO was integrated with external systems, streamlining the user experience while ensuring secure access.
API-Based Connections: Data from two separate billing systems was integrated, consolidating information for the client’s users.
Switching Front-End Frameworks: We navigated the challenges of changing the front-end framework, ensuring that the new framework adhered to best practices for secure and scalable development.

This technological foundation set the stage for both immediate and long-term improvements, enabling future integrations without the need for costly re-engineering

“With a small team and minimal organizational support, we delivered what may be the only IT project this year to come in on time, under budget, and fully aligned with the initial project requirements.”

—Lisa Griffin, Consolidated Communications, Inc.

Results That Speak for Themselves

Risk Reduction By modernizing the technology stack, we reduced security risks and set the foundation for future growth.
Increased Efficiency Automation of manual tasks improved productivity, while flexible development practices enhanced release management.
Successful Partnership The successful completion of this project solidified our relationship with the telecom provider, expanding our role from a niche consultant to a trusted partner for larger projects.

What Sets Us Apart

What sets us apart is our ability to adapt quickly to evolving requirements, deliver solutions in a quick, thoughtful manner, and integrate new technologies. We consistently adapt to changing requirements while staying focused on delivering solutions within budget and on time.

Want to see how we can do the same for you?

Let’s chat →