Case study · B2B IT services
Self-service IT support portal for Goodfellows — tickets, status, and invoices in one place.
Challenge: Goodfellows handled business customers' IT issues manually, and its existing application slowed down under large volumes of data.
Solution: IT Portalen: a ticketing portal that captures issues, tracks status from Goodfellows' support system, and shows the invoice when the work is done — on a faster application.
Project at a glance
- Client
- Goodfellows
- Industry
- B2B IT services
What we built
- 01Guided issue intake
- 02Reference ID & alerts
- 03Live status tracking
- 04Resolution & invoice
- Java / Spring MVC
- Hibernate
- AngularJS
- Ticketing integration
- MySQL
1 portal
Tickets, status, and invoices
Ref ID
For every request
Live
Ticket status from the support system
Faster
Page loads with fewer clicks
01The challenge
Manual support and a slow application
Goodfellows provides IT services to business customers, with agreed response times for every issue. Its process was manual, and the existing application had become slow because of the amount of data in the system. Goodfellows also needed new features that would turn the application into a full ticket management system.
- A manual process for handling business customers' IT issues
- An existing application slowed down by large data volumes
- Agreed response times for every B2B customer
- Customers with no way to see the status of their requests
02Our solution
A ticketing portal customers can use themselves
- 01
Guided issue intake
A web form collects as much detail as possible about the issue, with an optional choice of service type.
- 02
Reference ID & alerts
Every request gets a reference ID, and the details are emailed to the Goodfellows team straight away.
- 03
Live status tracking
The portal tracks each issue in Goodfellows' support system and shows its current status to the logged-in customer.
- 04
Resolution & invoice
When the issue is resolved, the customer sees the resolved status together with the invoice for the service.
03Results & impact
What changed for Goodfellows
1 portal
Tickets, status, and invoices
- Business customers praised the faster service delivery, which helped grow Goodfellows' revenue.
- Page loads became faster, with fewer clicks to get things done.
- Every ticket handled through an automated, trackable process.
- Customers stay informed on every request without calling or emailing.
04Lessons learned
What made it work
Fix speed first.
A faster application made every new feature more useful from day one.
Give customers visibility.
Live status and a reference ID removed most 'where is my ticket?' questions.
Connect to the system people already use.
Syncing with the existing support tool meant the Goodfellows team didn't have to change how it worked.
05Technology
How we built it
Java EE with Spring MVC, Spring ORM, and Spring Web Services, Hibernate, AngularJS on the front end, integration with an ATS ticket management tool, MySQL, and Apache Tomcat.
06Client voices
In the client's words
I had a pleasure of working with LTK Soft and this is one of the most competent, skilled and driven teams I have ever worked with. They took an extremely important and demanding web project and not only completed it—exceeding my expectations—but went the extra mile.
Every named testimonial on this site is from a real client. Ask us — we'll connect you directly with them for a reference call.
We build customer portals and SaaS platforms for B2B companies — and keep them fast as they grow. Explore Technology & SaaS →
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