Customer journey · Self-care

Give customers a control center they can use.

Open the right billing, account, support, and upgrade actions to customers while keeping every change on the same contract and customer records your team uses.

Watch the portal walkthrough Open the self-service app
Done means Visible · useful · connected A pilot customer can sign in, find the agreed information, and complete a self-service action without staff retyping it.
  1. 01 Choose the self-care scope Decide which invoices, CDRs, account changes, support requests, speed tests, and upgrades belong in the first release. Done when: the pilot journeys and owners are agreed
  2. 02 Connect customer and billing data Verify that CRM contracts, invoices, payment details, and service products are complete and safe to expose. Done when: a pilot account shows the correct records
  3. 03 Configure access and presentation Set authentication, customer-facing labels, documents, and the services eligible for an upgrade. Done when: the pilot customer can sign in and navigate
  4. 04 Enable support handoff Route portal requests into Prime Ticket and make the same customer context available to care agents. Done when: a portal request reaches the responsible queue
  5. 05 Accept the journey Test on desktop and mobile with real pilot scenarios, including failed and incomplete actions. Done when: customers and care agents accept the end-to-end flow

What to prepare

Prepare the records and policies behind the portal.

A useful portal is not a second customer database. It is a controlled window onto the same contracts, invoices, services, and support work used internally.

01

Access

  • Pilot customer accounts
  • Authentication and password recovery
  • Roles, consent, and privacy rules
02

Billing visibility

  • Invoices and downloadable documents
  • Call detail records where applicable
  • Payment and address details customers may change
03

Service actions

  • Speed-test expectations
  • Eligible Internet, VoIP, and TV upgrades
  • Validation and confirmation messages
04

Support handoff

  • Portal ticket types
  • Responsible queues and due dates
  • Customer and contract context for agents
05

Content and design

  • Customer-facing terminology
  • Branding and contact information
  • Mobile and accessibility acceptance
06

Operations

  • Launch cohort and support plan
  • Failed-action monitoring
  • Feedback and adoption measures

Self-care

See the self-care experience before defining your pilot.

The walkthrough demonstrates the portal for FTTH and cable operators. YouTube is loaded only after you choose to play it.

Customer portal walkthroughInvoices, account self-care, support, and service upgrades in one customer-facing portal.
NMS Prime Self-Care tiles for tariff change, invoices, payment, and account updates
Self-care actionsTariff changes, invoices, payment, and account updates on the same contract your care team sees.

Apps in this journey

The connected self-care stack.

The portal owns the customer experience; CRM, Billing, Ticket, and Customer Care provide the records and operational follow-through.

Prime Customer Self-Service Portal

Prime

Presents invoices, account actions, support, speed tests, and eligible upgrades.

Open app

Prime CRM

Prime

Provides the customer, contact, contract, and active-service context.

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Prime Billing

Prime

Supplies invoices, CDRs, payment details, and billing documents.

Open app

Prime Ticket

Prime

Turns support requests into owned and trackable work.

Open app

Prime Customer Care App

Prime

Lets agents assist customers using the same relationship and interaction history.

Open app

Source material

Customer Self-Service Portal

Canonical portal scope for billing access, account changes, support, speed tests, and upgrades.

Prime Billing

Source for invoices, payment handling, and customer billing records.

Prime Ticket

Operational handoff for customer support requests.

Related journey

Organize your Telco

Establish the shared customer, contract, product, and billing records first.

Care, tickets and field

Connect customer requests to care, NOC, and field ownership.

Choose a small self-care pilot customers will notice.

Bring your invoice examples, account-change rules, support process, and upgrade catalogue; we will define the first complete portal journeys.

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