At a glance
The public website and shop: browse, buy and sign in.
Key data
Receives from
- Product catalog
- CPQ
- Cart
Sends to
- Order capture
- IAM
- eCare
How it works
The main steps, end to end.
- 1Browse plans and devices
- 2Check eligibility and coverage
- 3Configure and add to cart
- 4Check out and pay
- 5Track the order and sign in to eCare
Core Capabilities
What the Self-Service Portal provides to subscribers
Authentication & Login
- Subscriber login via username/password and multi-factor authentication
- OTP-based verification for password reset and sensitive actions
- Session management with configurable timeout and idle logout
- Single sign-on support across web portal and mobile app
- Account lock protection after repeated failed login attempts
Account Dashboard
- Subscriber's home screen: active lines, plan summary, data usage indicators
- Account status overview: active, suspended, payment outstanding alerts
- Promotional banners and personalised offers based on subscriber profile
- Quick action links: pay bill, top up data, contact support
- Multi-line view for accounts with multiple subscriptions
Service Ordering
- New plan and device purchase with assisted configuration via CPQ
- Plan upgrade and downgrade via change order flow
- Add-on purchase: data top-up, voice, messaging and value-added services
- Device upgrade ordering with trade-in and installment options
- Promotional offer application during checkout
Order Tracking
- Real-time order status from submission through fulfilment to delivery
- Delivery tracking integration for physical device orders
- Order history with full detail view per order
- Ability to cancel in-flight orders within cancellation window
- Notifications at each order milestone via preferred channel
Billing & Usage
- Current and previous invoice view with itemised charge breakdown
- Real-time data, voice and messaging usage against plan allowance
- Payment history and current outstanding balance
- Direct payment submission from portal
- Invoice download as PDF
Self-Service Management
- Personal detail updates: address, contact number, email
- Payment method management: add, update, remove
- SIM management: eSIM download, SIM exchange request
- Service suspend and resume by subscriber request
- Raise service enquiry and track via integrated support portal
Storage & Persistence
How and where the Web Portal stores its data
Document Data Store
- Active subscriber session state
- Personalised dashboard content cache
- Notification preference records
- Shopping cart session state
Event Bus
- Order placed events to Order Capture
- Payment submission events
- Account update events to Party Management
- Support request creation events
API Gateway
- All backend calls route through API Gateway for auth and throttling
- CPQ, Order Capture, Billing, Party Management, Usage API
- Portal never calls backend services directly
Design Principles
Key architectural decisions behind the Self-Service Portal
Authentication-gated Everything
All portal actions — viewing a bill, placing an order, changing a plan — require an authenticated session. Sensitive actions (payment method update, SIM exchange) require step-up authentication via OTP. No subscriber data is accessible without a valid authenticated session.
CPQ-powered Ordering
The portal's ordering flow is powered by the same CPQ engine as the assisted ordering channel. Pricing, discounts, eligibility rules and compatibility checks are applied consistently — the subscriber gets the same correct price whether they order online or through an agent.
Progressive Web App Architecture
The web portal is built as a progressive web application — the same codebase serves both the desktop web portal and the mobile web view used in the mobile app. This avoids duplicate feature development and ensures feature parity across self-service channels.
Natural-language search across plans, help articles and account actions.
Find where visitors drop out of sign-up and checkout.
More in 30 AI & ML use cases and AIOps for BSS.