Background Story

Primeo is a major energy supplier in several European countries. They had a client portal with outdated design and functionality and decided to improve the whole UI to provide a higher user experience to their customers.

Thanks to the project, InterTicket's partners are now able to edit the ticket sales interfaces, including the purchase confirmation emails.

Goal

The goal is to create a better automated system that can be used to maintain the level of customer service while using fewer human resources.

Creating a customer portal that the company's customers can easily use through a modern and clear user interface, among other things, to upload and download their documents, manage their contracts, and monitor their consumption and invoices.

Process

During the project, the development and modernization of the existing system was the main direction, just like rethinking of design and UX.

We planned closely with the client. They had their business requirements and our experts added their technical suggestions, additional thoughts and questions, scenarios and user cases, etc. SAP provides the main business logic and data flow, so our developers have in-depth knowledge of how to work with SAP and how to keep data safe. A whole team is outsourced for this client and we work with them daily (syncs, planning, implementation).

Challenges

Several challenges were faced during the project, including the transparency of the huge and complex internal system and the operation of special SAP modules. In this extremely complex system, hardly anyone could fully comprehend it.

This difficulty was solved with a lot of communication within the team, study of the documentation, business meetings and ticket refinements. So, the team members' expertise and collaboration were so effective that by coordinating their knowledge, we successfully overcame the problem.

Another difficulty was the cultural and communication differences within the small geographical distance, which were resolved with the help of efficient and conscious communication, and great teamwork including 1on1 and face-to-face meetings.

Final Product

It's a general customer portal as all the huge service providers have in telecommunication, bank and financial, energy sectors. It is fully customized depending on the IDP configurations, so each user sees and can do things only the given user needs.

The final customer portal is currently active; however, we continue to carry out continuous maintenance and improvements on it.

Outcome

We merged and divided SCSs too because we wanted to restructure SSCs by new business logic and requirements so we could improve the UX and the business ROI.

Thanks to this, these separate components, from which the platform itself is built, can function independently of each other, even when there is an issue with any of the other components. In this way, it is possible to avoid the entire customer portal falling apart in the event of an error.

The client's satisfaction reflects the fact that our team working on their projects has been expanded from 1 to 8 developers. In addition, this year, we were invited to strengthen our relationships and make long-term business decisions, so we will cooperate on several new projects.

The final result became a more well-thought-out and modern-looking user interface, which was received by the company's customers with positive feedback.