IT Infrastructure and Services
UK
9
2 years, ongoing
The client is a UK-based leader in IT infrastructure solutions and services, and operates as a fast-growing software reseller, renowned for outstanding customer experience across enterprise and public-sector organizations.
Founded in 1993, they aim to be the go-to partner for infrastructure, products, and services while evolving with customer needs.
To meet rising customer expectations and business goals, the client set out to build a Services Portal. At this single, digital entry point, customers can access and monitor all services across the ecosystem.
Given a broad internal landscape (~10 departments) and a large customer base, they needed strong CX expertise and a fast, outcome-focused delivery approach to build a solution.
Key challenges of the project:
Line up portal objectives with stakeholder priorities and real user journeys.
Evolve the portal while maintaining existing platforms and commitments.
Connect internal systems, legacy platforms, and third-party tools safely.
Ship on time and on budget with clear ownership, governance, and quality gates.
Add actionable insights and automation that grow with demand.
The project was led by the Crunch-IS team, combining reliable execution with thorough planning to bridge business goals and technical delivery.
We designed a single, consistent experience aligned with existing platforms, leveraging the enterprise identity provider to provide customers with clear visibility into their subscribed services, associated contacts, and integrated vendor portals.
The core goal was to centralize user and service management in a platform built on simplicity, automation, and personalized experiences.
Work began with a structured Discovery phase, followed by an MVP to validate value and feasibility, align stakeholders, and establish a solid foundation for iterative expansion.
We implemented a self-managed portal that centralizes user management and provides company/user profiles with role-based access to the platform.
New customers land in a guided, step-by-step flow that gets them productive quickly: invite users, confirm roles, activate services, and complete initial setup without friction. In the background, API-based orchestration progressively builds each user’s profile (organization, role, entitlements), so teams see only what’s relevant from day one.
All project and legal documents live in one secure hub. Teams can upload, version, and share files with the right stakeholders, apply granular access controls, and move work forward with online signatures. The result is faster approvals, cleaner audit trails, and less time hunting for the “latest” file.
Internal teams manage client organizations and administrators from a single place — creating accounts, assigning roles, and enabling the specific services each client has purchased. As needs evolve, admins can add users, adjust permissions, and provision (or de-provision) services without raising tickets.
Users sign in once and reach everything they need — core applications, third-party tools, and integrated vendor portals. Single sign-on removes daily friction and increases productivity while maintaining consistent security policies across the estate.
A live operations dashboard brings tickets, service health, and key KPIs into one view. Integrated chat (including AI assistance) helps users resolve issues quickly. Service status updates are automated via integrations with Jira and ServiceNow, and the user-friendly ticketing front end routes requests directly to the appropriate third-party systems as needed.
An embedded feedback module captures feature requests, votes, and in-product usage signals. These flow directly into product backlogs, helping the team prioritize based on actual demand and operational impact, so the portal improves where it matters most.
Teams can securely share sensitive items, including password vault entries, encrypted documents, messages, etc. Role-based policies govern access, and every action is logged for compliance, giving both internal stakeholders and clients confidence at scale.
A searchable library — organized by topic — puts how-tos, walkthroughs, and video tutorials at users’ fingertips. This reduces repeat questions, speeds onboarding for new teams, and supports self-service learning.
Decision-makers get transparent, actionable reporting. The portal aggregates data from first-party systems and selected third-party sources to surface adoption metrics, SLA performance, service utilization, and operational trends without manual spreadsheet work.
Clients can discover relevant add-on services and special offers inside the portal. Because the marketplace is tied to each customer’s profile and entitlements, recommendations are timely and contextual, helping account teams grow value without a heavy sales motion.
Role-based access control (RBAC) is synchronized with systems such as ServiceNow to ensure dynamic permissions, full user lifecycle visibility, and end-to-end audit logs. That means fewer access tickets, tighter governance, and easier compliance reporting.
During our ongoing engagement, the client has confirmed measurable improvements in the company’s operational performance.
Guided onboarding, consistent UX, and a searchable knowledge center reduced time-to-first-value and support queries.
A single portal for services, user/admin controls, documents, and reporting.
SSO and RBAC across internal and third-party tools, encrypted storage, and full audit trails strengthened compliance and governance.
Send an outline, a spec, or three sentences about where the system has stopped. One conversation is usually enough to know whether we’re the right fit.
Custom software, AI & ML, data and analytics, cloud, and security — from early scoping to long-term delivery.
We and our partners use technology such as cookies on our site to personalize content and ads, provide social media features, and analyze our traffic. Click “Accept” to consent to the use of this technology across the web.
