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Project Overview

The Airtel Business Service Portal is a unified internal platform used by L1 advisors and Relationship Managers (RMs) to manage customer issues, log tickets, perform technical/non-technical diagnostics, and monitor billing and service requests. It replaces a fragmented toolset with one consistent, intelligent interface that supports real-time resolution, escalations, and proactive account management.

Service Portal

A smart internal platform that empowers advisors and RMs to resolve customer issues faster, with personalized views, guided diagnostics, and a unified product experience.

SLA Intelligence

Operational Efficiency

its getting real

THE

PROBLEM

THE PROBLEM

Based on customer research, business insights, I divided the problem into 4 primary categories.

Fragmented tools and systems

Internal teams used disconnected tools, each limited to specific products

Inefficient Diagnosis

Advisors had to manually log tickets, diagnose issues, and switch tools to resolve one case.

Incomplete Customer View

No single view of customer accounts, especially bundled solutions

Lack of Personalization

Billing, technical, and relationship management needs were served through the same cluttered UI.

The Service Portal is only partially adopted — used mainly for raising SRs (~87-92%) , while tracking and updates still rely on legacy tools. Work Notes are cumbersome, open SRs are hard to access, and less critical graphs slow performance. This fragmented experience causes delays, inefficiency, and incomplete adoption.

“

Problem Statement

007 Hat

Research & Discovery

To deeply understand user needs and inefficiencies in the existing support experience, we conducted a comprehensive research sprint over 3 weeks.

10+

Shadowing sessions with L1 advisors across Manesar and Gurgaon desks.

In-depth interviews with Relationship Managers managing small-medium businesses (4) and high-value enterprise clients(2).

Mapped 6+ tools and workflows (including Care Manager, Avaya, internal ticketing platforms) to trace friction points.

100+

Analyzed 100+ VOC entries related to ticketing delays, repeat issues, and advisor frustrations.

007 Hat

Research & Discovery

To deeply understand user needs and inefficiencies in the existing support experience, we conducted a comprehensive research sprint over 3 weeks.

10+

Shadowing sessions with L1 advisors across Manesar and Gurgaon desks.

In-depth interviews with Relationship Managers managing small-medium businesses (4) and high-value enterprise clients(2).

Mapped 6+ tools and workflows (including Care Manager, Avaya, internal ticketing platforms) to trace friction points.

100+

Analyzed 100+ VOC entries related to ticketing delays, repeat issues, and advisor frustrations.

User Personas

Based on user research these are the main user personas we would be solving for:

L1 Advisor Network Desk

Rajat Sharma

Location

Manesar

Goals

Resolve link-downs, connectivity issues quickly, avoid unnecessary L2 escalations

Frustrations

Manual diagnostics

Can’t see customer history at a glance

Switching tools for each step

Billing & AOI Desk

Piyush Sachdeva

Location

Chennai

Goals

Resolve payment, billing plan, invoice, and account configuration issues

Frustrations

Overloaded interface showing network data

Can’t easily access statement of accounts or unallocated payment view

Poor filtering in invoice history

Relationship Manager

Nikita Singh

Location

PAN India

Goals

Proactively track account health, get early warnings for large enterprise clients

Frustrations

No overview across Party/BA/LSI

Reactive approach, relies on L1 escalations

No quick KPIs or dashboards

Solution

To create a new platform using the design system called Service Portal with the following approach.

Modular System by Product & Persona

To Design the Service Portal as a context-aware platform, where access, visibility, and workflows change based on:

User type (L1 Advisor vs RM)

Assigned products (Connectivity, IQ, IOT, etc.)

Access level (Party, BA, or LSI)

This allowed us to:

✔️

Show only relevant diagnostics, metrics, and modules

✔️

Build a clean, role-driven left navigation

✔️

Reduce clutter, errors, and time-to-resolution

Started with Connectivity

Focused first on high-ticket volume products — ILL, MPLS, PRI. This allowed us to:

Pilot the diagnostic logic with real usage

Validate our LSI-based view structure

Build core diagnostic journeys (pre-SR + post-SR)

Final Designs

Some key pointers with respect to design

Since, the Service Portal will serve 3 types of users, the left navigation, the dashboard for all the users would be contextual.

The current backend is stitched in a way that there are 3 types of identifiers a customer can provide to RM, Advisor or Billing Person for its query.

First is Party ID - it is the account level identifier. Each unique company will have unique Party ID. Usually used by Relationship Managers (RMs).

Connection Number - It is a unique identifier for the Connection or Link deployed at the site. Used mostly by Network Advisor and RMs

Billable Account Number - It is a unique identifier for Billing details. 1 Billable Account can have multiple Connection Numbers. Billing Account changes with respect to Billing entity, GST and location levels.

The current backend is stitched in a way that there are 3 types of identifiers a customer can provide to RM, Advisor or Billing Person for its query.

First is Party ID - it is the account level identifier. Each unique company will have unique Party ID. Usually used by Relationship Managers (RMs).

Connection Number - It is a unique identifier for the Connection or Link deployed at the site. Used mostly by Network Advisor and RMs

Users can login with any of these relevant identifiers to the portal where access will be managed basis role.

Users can also login the portal with Ticket number to track/provide recent updates to customer against that Ticket number

All Modules - You can check all the modules and user flows in detail in here.

User Journeys - This covers the main user flows with interactions & touchpoints in the lifecycle of the personas.

Relationship

Manager User Journey

Relationship Manager User Journey

RMs use Service Portal to track customer issues in real time, with SLA risks and milestones surfaced in one place. This lets them update clients proactively and build trust.

Billing Advisor User Journey

Billing Advisors use Service Portal to handle customer billing issues and invoice queries in one place. With contextual account visibility and guided flows, they can resolve most questions instantly—reducing escalations and giving customers faster clarity.

Network Advisor User Journey

Network Advisors use Service Portal as their ticketing tool—but with built-in troubleshooting and guided FLT, they can resolve minute issues instantly. This reduces ticket creation at the source, cutting noise in queues and improving MTTR overall.