A leading IT service management company, operating nationwide, needed to revamp their customer portal in order to meet their customer needs and continue to scale their business. The customer portal enables real-time visibility into infrastructure, cloud workloads, connectivity, billing, and support services. As the company's offerings expanded, the portal required rapid feature development, improved usability, and architectural modernization to keep pace with growing customer demands.
Bounteous partnered with the IT service management company to embed a multidisciplinary team, including software engineers, QA specialists, UX designers, and technical writers, directly into their agile delivery organization. Working as an extension of their team, Bounteous launched over 20 portal features, completed a full site redesign, and modernized the platform architecture, all while adhering to a three-week production release timeline. This helped accelerate innovation while maintaining the stability and reliability enterprise customers depend on.
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the same time, the portal operated with a complex technology ecosystem. Built on Angular, .NET Core, and PostgreSQL, it was deeply integrated with enterprise systems such as OKTA, Boomi, NetSuite, and ServiceNow. Changes required careful coordination to avoid disrupting critical workflows across the broader technology stack.
At the same time, the portal operated with a complex technology ecosystem. Built on Angular, .NET Core, and PostgreSQL, it was deeply integrated with enterprise systems such as OKTA, Boomi, NetSuite, and ServiceNow. Changes required careful coordination to avoid disrupting critical workflows across the broader technology stack.
Bounteous embedded a multidisciplinary team of 10 specialists directly into the IT service management company’s engineering organization. Rather than functioning as an external vendor, the Bounteous team worked side-by-side with their developers, attending regular meetings and sharing responsibility for delivery outcomes.
Our developers joined multiple scrum teams responsible for key areas of the portal, helping accelerate the delivery of new features while maintaining platform stability. Dedicated QA engineers ensured rigorous testing across all environments, enabling rapid releases without sacrificing quality.
Together, we delivered a wide range of new capabilities that improved operational efficiency and customer experience. These included enhanced asset management functionality, improvements to connectivity, a self-service marketplace, provisioning virtual connections, integrated chat support, automated billing processes, and expanded analytics capabilities.
At the same time, Bounteous helped lead a comprehensive redesign of the portal, improving navigation, usability, and mobile responsiveness. The redesign elevated the overall experience for enterprise users while ensuring consistency across an expanding set of features and services.
Beyond engineering, embedded UX and technical writing roles played a critical part in delivering a complete product experience. UX design established a consistent design language across the platform, while technical documentation ensured every feature launched with clear guidance and support materials. For the first time, documentation was delivered alongside each release, helping customers quickly adopt new capabilities.
We helped the IT service management company release over 20 major portal features while completing a full redesign and modernization of the platform, all while maintaining a steady three-week production release timeline.
The updated portal now delivers a more intuitive, consistent, and scalable experience for enterprise customers managing mission-critical infrastructure. Improvements in navigation, usability, and mobile responsiveness significantly enhanced the platform’s accessibility and overall user experience.
Behind the scenes, architectural improvements strengthened the platform’s long-term stability and scalability. The team completed key integrations with OKTA and Boomi, upgraded the Angular and .NET frameworks, and expanded automated testing to improve release confidence while reducing manual QA effort.
This partnership also demonstrated the value of embedding multiple disciplines within a single delivery team. UX, engineering, QA, and documentation worked together throughout each sprint, enabling faster delivery, improved quality, and better customer adoption of new features.
One of the project’s most significant business outcomes came when the IT service management company identified a critical billing defect affecting revenue accuracy. We quickly diagnosed the issue and delivered a fix that directly contributed to a 12% increase in their revenue, highlighting the value of having a deeply embedded partner with a strong understanding of the platform.
Today, Bounteous continues to support the IT service management company’s innovation roadmap as a trusted delivery partner, helping the company evolve its portal and accelerate the next generation of capabilities for enterprise customers.
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