About the client
VaporVM is a global technology company headquartered in Dubai, United Arab Emirates. They have a decade of experience in providing Fortune 500 companies with IT consulting and support services. Their offerings are primarily focused on cloud technology, cybersecurity, data analytics, AI, IoT, and managed services.
Business challenge
Lack of a platform to simplify customer onboarding and centralise project management
Our client, a global IT consulting and support services provider, serves a wide range of enterprise-level customers, including Fortune 500 companies. As their customer base and project volume grew, they identified two major operational challenges that were hindering efficiency and customer satisfaction:
1There was no dedicated platform for customers to place orders for IT services. The existing process was fragmented and time-consuming, making it difficult for clients to register and initiate new projects quickly.
2The internal project management process was becoming increasingly complex. With multiple large-scale projects running concurrently across various clients, staff faced challenges in tracking progress, managing tasks, and allocating resources effectively. The absence of a centralised system led to operational inefficiencies and difficulty maintaining oversight.
To overcome these issues, the client turned to GoodCore to develop a bespoke web portal that would streamline customer onboarding and centralise project management.
The solution
Project goals
The project entailed the following requirements:
- Build a two-part web portal with separate modules for customers and internal staff.
- Design a clean, user-friendly interface to simplify service selection and payment processes.
- Enable complex backend calculations to instantly generate accurate service quotations based on customer inputs.
- Develop a modular system that supports multiple functions within a single platform.
- Integrate live chat and video conferencing tools for real-time communication.
Platform components
The platform named ManageX comprises two main components, each tailored to meet the specific needs of different user groups:
Customer-facing portal
This front-end interface enables both new and existing clients to place orders for two core services: Microsoft Office 365 transformation and cybersecurity. Users can fill out detailed service forms, receive instant automated quotations based on their inputs, and make secure payments.
Administrative backend
Designed for VaporVM staff, this internal portal offers a comprehensive dashboard to manage ongoing and completed service requests. It includes features for project tracking, user and customer management, and resource allocation, helping staff maintain full control over service delivery and operations.
System features and functionality
Customer dashboard
Upon logging in, customers are taken to a centralised dashboard that gives them a clear overview of all their projects.
- Project tracking: Customers can see high-level sub-tasks, track progress, and view expected completion dates for each project. A visual breakdown of completed vs. in-progress tasks helps monitor status at a glance.
- Team visibility & communication: For each project, customers can view the assigned team members. They can also check who’s online and connect instantly via built-in chat or video call for quick discussions.
- Project reports: Once a project is completed, a detailed report becomes available for viewing and download.
- Billing & purchase history: Customers can access a complete list of all orders placed with VaporVM in the Billing & Purchases section.
Admin dashboard
The backend portal is built for VaporVM staff to manage operations. It is divided into six key sections, each handling a core administrative function:
- Projects: Admins can view and manage all active projects, assign team members, and manually create new projects when needed.
- Resource assignment: A dedicated section for assigning staff to specific projects, helping streamline team allocation.
- User management: Allows admins to add new VaporVM staff, update user details, and manage team access.
- Customer management: Staff can search, add, or edit customer records, ensuring accurate and up-to-date information.
- Quotation management: View, filter, and manage all quotations - both paid and pending. Admins can update project details, offer discounts, and follow up with clients directly through the system.
- Payment management: Admin can view a record of past payments made by customers via the portal.
Smart questionnaire with built-in logic
To handle the complexity of Office 365 and cybersecurity services, the platform includes a dynamic questionnaire that simplifies order placement for customers while performing complex calculations in the background.
- Customers are taken through a step-by-step questionnaire tailored to their service needs.
- Each answer triggers backend logic to calculate service scope, effort, and pricing accurately.
- Once completed, the system automatically generates a precise cost estimate based on the provided inputs.
Live chat & video call integration
To enhance communication, the platform includes built-in live chat and video conferencing features.
- Live chat: Integrated via tawk.to, allowing real-time text communication between customers and staff.
- Video calls: Verified customers can initiate video calls directly within the platform, powered by TokBox.
- Parallel sessions: The system supports multiple simultaneous video chat rooms, enabling efficient handling of multiple clients.
Jira integration
As soon as a new customer signs up on the platform, a user account is automatically created for them in Jira as well. For the duration of their partnership with VaporVM, all of their projects’ details and progress status are synchronised between ManageX and Jira.
Payment integrations
To allow seamless online payment for customers when placing their order via the VaporVM portal, we have integrated multiple payment options within the system, including credit card and PayPal payment.
The impact
- The platform is actively used by enterprise clients, including Fortune 500 companies.
- Customers can now place service orders and receive accurate quotations in just minutes.
- VaporVM staff manage dozens of complex projects simultaneously through a single interface.
- Real-time chat and video calls have significantly improved client communication.
- Project tracking and reporting features have streamlined client oversight and transparency.
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