Replaced a rigid custom portal with a scalable, client-centric service experience

Overview

Dataprise is a leading managed service provider (MSP) serving a diverse client base with IT support, infrastructure management, and security services. As their portfolio of managed clients grew, the company needed a customer-facing portal that could scale with them — not one that required constant rework for every new engagement.

The challenge

Dataprise’s existing customer portal was custom-built, and it showed:

• Rigid workflows. The portal didn’t align with Dataprise’s actual service delivery processes. Every new client engagement meant working around the portal’s limitations rather than configuring it to match the workflow
• Poor user experience. The interface created friction for end users — clients struggled to find the right services, submit requests efficiently, or track status. Low adoption meant more calls and emails to support staff
• Integration gaps. The existing system had limited connectivity to Dataprise’s backend tools and systems of record. Support teams lacked visibility across systems, and data didn’t flow where it needed to
• Couldn’t scale. Onboarding new clients required significant effort to adapt the portal to each client’s needs. As Dataprise grew, the custom solution became a bottleneck rather than an enabler
• No per-client customization. Different clients had different service agreements, different workflows, and different expectations — but the portal offered a one-size-fits-all experience

The solution

Kinetic was deployed as the self-service portal and experience layer on top of Dataprise’s existing backend systems — giving the company a modern, flexible interface without requiring a rip-and-replace of their operational infrastructure.

• Unified service portal. A single Kinetic-powered portal replaced the custom-built system, giving clients a clean, intuitive interface for submitting and tracking service requests
• Per-client customization. Kinetic’s workflow engine enables Dataprise to tailor the portal experience — service catalogs, forms, approval chains, and routing — for each client without building separate instances
• Seamless backend integration. Kinetic connects to Dataprise’s existing operational and service management systems, ensuring requests flow through to fulfillment teams without manual re-entry or handoffs
• Scalable rollout. The platform supports onboarding new clients with configuration rather than custom development — each new client gets a tailored experience built on a shared, maintainable foundation
• Reporting and payment integration. Kinetic’s professional services team is working with Dataprise to extend integrations, including reporting capabilities tied to payment systems for tighter operational and financial visibility

Results

Dataprise is rolling out the Kinetic-powered portal across its customer base, starting with a large enterprise client. Early feedback indicates strong adoption and improved usability:

• Improved client experience. A modern, intuitive self-service portal that aligns with how clients actually consume managed services
• Increased adoption. Clients are engaging with the portal rather than falling back to phone and email — reducing the load on support teams
• Flexible per-client delivery. Dataprise can configure unique workflows and service catalogs per client without custom code or separate deployments
• Foundation for growth. The platform is designed to scale across new client engagements without proportional increases in engineering effort

Before and after

	Before	After
Portal	Custom-built, rigid	Kinetic-powered, configurable
Client experience	One-size-fits-all	Tailored per client
Integrations	Limited, manual gaps	Connected to backend systems
Scaling new clients	High engineering effort	Configuration-driven onboarding
User adoption	Low — friction drove manual channels	Strong early adoption
Reporting	Disconnected	Integrated with operations and payments