Multinet Client Portal Web App UX Design
2023
Client
Multinet
Problem
Multinet’s 3,000+ enterprise clients lacked a proper digital platform. Service management, complaints, and requests were handled manually via calls and emails, while the existing system was outdated and non-interactive. This led to delays, miscommunication, heavy reliance on account managers, and client frustration—creating a critical need for a modern self-service solution.
Goal
Develop a modern self-service portal and mobile app that empower enterprise clients to independently manage services, submit and track complaints, request new services, and access billing information—delivering a seamless, transparent, and scalable experience that reduces support dependency and improves client satisfaction.
Result
The Multinet web portal empowered enterprise clients to independently manage services, complaints, and rebates, leading to 85% fewer inquiry emails, over 70% active adoption, faster issue resolution, and improved client satisfaction—while significantly reducing account manager workload.
My Design Process
The Problem
Multinet Pakistan lacked a modern digital platform for its 3,000+ enterprise clients. Service requests and complaints were handled manually via calls and emails, while the existing system was outdated, non-interactive, and lacked tracking. This created delays, miscommunication, and heavy reliance on account managers, resulting in frustration among high-value clients.
“The professionalism and expertise demonstrated by the team were unparalleled, and we couldn’t be more pleased with the results. We’ve been able to achieve new levels of innovation and success in our industry.”
