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
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👉 Still relying on support tickets to run your business?
Let’s build systems that scale without chaos. → Get in touch →