Request for Proposal

RFP: web self-services portal Proposal Due By: 13/08/2021 Nagarro

Project Overview:

Introduction of number portability in the Indian telecom sector, a reputed telecom

operator has been experiencing a higher churn rate as compared to competition. The
operator has discovered that the problem is inefficient customer care service. The
customers are put on hold for a long duration, which leads to frustration and hence
they switch their operator.

To counter the problem, the operator has decided to introduce a web self-services portal,
where in the customers can themselves manage their account and lodge online complaints.

Project Goals:

● Ability to log a service request

● Collaborative spaces, like community forums for customers to share information and provide
helpful tips
● A knowledge base with a collection of FAQs, articles, videos, diagrams, how-to guides, and
more

Scope of Work:
A self-service portal is a website that can be accessed from any device any location. Generally, it’s an
extension of an ITSM solution. Employees visit the self-service portal to find a solution to their
problems. By design, a self-service portal makes finding solutions easy by giving direct access to a
knowledge base.

A self-service portal meant for internal users should minimum have the following:
• Ability to search a knowledge base
• A list of predefined services
• The ability for a user to create a ticket when there’s no available solution.
• Ability to check the status of created tickets
• Status of approvals assigned to the user

Current Roadblocks and Barriers to Success

● Giving services through a self-service portal is impersonal and lacks a human touch. Even the
predefined services on such portals are mostly automated and require minimum human
interaction.
● Design plays a crucial role when it comes to the self-service portal. A poorly designed portal
will make it difficult to use thus leaving users unhappy.
● An effective self-service portal is powered by a comprehensive knowledge base. Keeping an
up-to-date knowledge base is a tasking activity for the service delivery team.
● It’s difficult to quantify the benefits of a self-service portal. Portal allows its users to track the
page views of individual KB content and the number of times a predefined service has been
used.

Evaluation Metrics and Criteria

 ● Overall Self-Help Portal Performance
● Self-Help Portal’s Customer Satisfaction Score
● Reduction in Number of Support Calls
● Bounce Rate

Submission Requirements

● Direct customers to your self-service site

● Keep knowledge base up-to-date
● Optimize support centre for all devices

Project Due By: [15/08/2021] Budget: [1,00,000]

Contact: [Ankit Pal] Email: [ankitpal@gmail.com] Phone #: [8587074669]