Empowering Partnerships: Developing B2B Self-Service Portal for CSPs

Business challenge

Business-to-business (B2B) customers are increasingly demanding better experiences. A McKinsey survey of 1,000 B2B decision-makers found that their top pain point was slow supplier interactions. Digital solutions are crucial to improving efficiency in routine tasks, and in the McKinsey survey, 86% of respondents reported preferring self-service tools over speaking with a sales representative.

A prominent communications service provider (CSP) decided to join this self-service trend in response to challenges across partner interactions, operational efficiency, and data management. To overcome those challenges, we adjusted their existing Microsoft tech stack. Spoiler alert: We nailed it.

Technology solution

Our client’s multifaceted challenges required a holistic approach that encompassed technological innovation, process optimization, and strategic alignment with the company’s business objectives. That’s why we started with a discovery phase aimed at:

• Organizing the project collaboration space
• Conducting business process workshops focused on analyzing business needs and mapping business processes
• Diving deep into functional and non-functional requirements
• Finalizing the solution scope
• Defining the technical approach and mapping integrations
• Preparing the product backlog and implementation roadmap

Once we had conducted the discovery phase, we identified major business needs and the optimal way to cover the scope of tasks. Our team recognized the need to optimize B2B tasks by leveraging existing corporate systems, existing Microsoft licenses, and Microsoft Dynamics 365 services. By doing so, we were able to deliver a cost-effective and cost-efficient solution for developing a B2B telecom self-service portal.

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• Dynamics 365 Customer Service provides comprehensive case management and dispute resolution capabilities.
• Dynamics 365 Sales facilitates partner relationship management and revenue tracking functionalities.
• Dynamics 365 Business Central offers robust financial management and billing capabilities for partner revenue management.
• Power Platform enables low-code development for customizations and integrations, including Power Pages for partner self-service portals and Power Automate for workflow automation.
• Azure Servicess supports API management, data analytics, and reporting through Azure API Management, Azure Cognitive Services, and Azure Synapse Analytics.

Here is the high-level archeitecture of the B2B telecom self-service platform:

By effectively utilizing the Microsoft technology stack, Intellias delivered a scalable, secure, and feature-rich B2B telecom self-service portal. This approach not only optimized existing corporate systems but also provided a cost-effective solution that met the client’s needs, driving efficiency and enabling seamless partner interactions.

Business impact

By deploying a specialized B2B self-service portal for client vendors, we aimed to drive significant business impact across several key areas:

1. Implementation of the B2B self-service portal facilitated seamless partner interactions, from registration and onboarding to ongoing collaboration.

2. Manual processes for partner registration, contract management, and dispute resolution were replaced with automated workflows, resulting in significant time savings and fewer errors.

3. The B2B self-service portal integrated disparate systems and data silos, providing a unified view of partner interactions and operational performance.

4. Built on a scalable and future-ready architecture, the platform was designed to accommodate future growth and adapt to changing business requirements.

Overall, deployment of the B2B self-service portal yielded tangible benefits for our client, driving operational excellence, fostering strategic partnerships, and enabling continued innovation and growth in the competitive telecommunications industry.