Customer Self-Service Portal

Telecom subscribers range from tech-fluent urban users who expect app-quality UX to retired subscribers in rural areas who call support because they can't find their last invoice. A portal that only serves the first group is a failure — we needed interactions that degrade gracefully for the second.

The portal also had to integrate with everything PrimeAdmin orchestrated: live billing, plan catalog, ticketing, network status. It couldn't be a static marketing site with a password field grafted on.

PTKE uses the same Laravel + Inertia + Vue stack as PrimeAdmin. Shared team knowledge, shared UI components, shared infrastructure — but completely separate authentication realms, data access rules, and deploy pipelines. PrimeAdmin operators can never accidentally view a subscriber portal page and vice versa.

The billing integration is live: subscribers see real-time balance updates after paying (Reverb WebSockets), and their invoices are generated on-demand as PDFs. Horizon handles the billing reconciliation jobs in the background.

Scramble auto-generates OpenAPI 3.1 docs from Laravel routes, which turned out unexpectedly valuable — PrimeTelecom's mobile app team consumed the same API, and shipped their iOS/Android apps against a stable, versioned contract without having to coordinate with us on every endpoint change.

Routine support tickets dropped 48% in the first 3 months. 28% of subscribers activated self-service within 60 days. The mobile app team shipped against the auto-generated API contract with zero breaking changes.