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EndorsedendorsedOngoing

Utility Customer Portal and Help Desk

Services Covered:

Custom Software Development • Mobile Application Development • API Development • Application Integration • Software Maintenance and Support
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Industry
Industry

Information Technology

Duration
Duration

21 months

Budget
Budget

10K - 49K

Start Date
Start Date

1 July 2019

Team Size
Team Size

6-10

Engagement Model
Engagement Model

Onshore

Project Capability Score (PCS)

gauge meter
80/100
Strong

Project Capability Score (PCS) estimates how capable Alabian Solutions Limited is of successfully delivering a project like this, based on its past experience, track record, and ability to handle similar work. Learn more about PCS

Client

Techpoint Information Systems

mapLagos, Nigeria

Project Summary

Alabian Solutions Limited developed a web-based customer portal and help desk for a utility company, including a PHP-based web app used by internal staff and a portal for millions of customers. The solution integrated Active Directory and SMS, connected APIs to prepaid and postpaid databases, and included SLA-based automation. The engagement is ongoing, with continuous upgrades and strong client satisfaction around delivery and support.

Key Challenges

  • Outsource development work to a trusted vendor.
  • Build a scalable system to support approximately 5,000 internal users and about 3 million customers.
  • Integrate Active Directory for internal authentication and SMS for external user communication.
  • Structure the product to accommodate approximately 400 service centers, regional hubs, and state offices.
  • Implement SLA-based automation for ticket execution and escalation.

Project Deliverables

  • Customer portal
  • Help desk application
  • PHP-based web application for internal users
  • API integrations connecting prepaid and postpaid databases
  • Active Directory integration for internal user auth
  • SMS integration for customer communications
  • SLA-based ticket escalation automation

Project Solution

Alabian built two applications including a PHP-based web app used by internal staff and a customer-facing portal. They integrated Active Directory for internal authentication, added SMS messaging for customer communication, connected APIs to both prepaid and postpaid databases to enable profile creation and invoice generation, and implemented SLA-based automation for ticket execution and escalation. They continue to support and upgrade the system.

Project Outcome

  • The system supports about 5,000 internal users and roughly 3 million customers.
  • The client receives ongoing supervision, support, and continuous upgrades with new features and UI improvements.
  • Project management used Trello, Slack, and WhatsApp to maintain communication despite external bureaucratic delays.

Platforms

  • WebWeb
  • MobileMobile

Tech Stack

  • PHPPHP
  • REST APIREST API

Client Endorsement

Overall Review Rating

4.63star

Timeliness

Cost Rating

Willing to Refer

Quality of Deliverables

“Alabian Solutions Limited has successfully built a system that can accommodate internal and external users by the millions. The team's development expertise has enabled them to properly execute technical solutions. Their integrity and honesty are also highly appreciated by the client.”

Dabo Owen

CEO

Note: This endorsement is based on publicly available client feedback from external review sources.