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case study
Self-Service Portal for Growing Hosting Provider
Built a custom self-service portal that reduced support volume by 90% and boosted sales for a growing hosting provider stuck on manual workflows.
Client
Regional hosting provider stuck in manual workflows
Role
Systems Architect & Delivery Lead
Timeline
~3.5 months
Stack
PHP, Docker, MongoDB, JWT, Bitbucket Pipelines
The Challenge
Support was overwhelmed. Every change — billing, product, or account — meant opening a ticket. Customers waited. Staff burned out. Growth hit a wall. They needed a way to scale without scaling headcount.
My Role
I designed and delivered a self-service portal that put customers in control — cutting support volume by 90% and unlocking real growth capacity.
Solutions Delivered
- Custom self-service portal using modular PHP (integrated with WordPress backend)
- Admin tools for billing, product, and account management
- JWT-based auth workflows for secure, stateless sessions
- CI/CD pipelines using Docker + Bitbucket for safe, fast deploys
- Isolated dev environments for clean testing and faster release cycles
- Centralized customer data via MongoDB for scalable user management
Business Outcomes
- Support volume dropped 90% as users self-managed plans and services
- +15% sales uplift in 12 months via smoother upgrades and onboarding
- Retention improved with faster access and less frustration
- Internal ops shifted from babysitting to building
- New revenue streams unlocked through plan automation and self-service upsells
automation customer-experience scaling internal-tools