Building the digital layer of a business transformation.

Years of acquisition-driven growth had created a complex operating environment with different technologies, customer experiences and processes across markets. Consolidated Communications launched a broader transformation to simplify that ecosystem and move toward common backend technologies and shared frontend platforms.

The digital experience needed to evolve with it. Customers should not have to understand the complexity behind the business. They needed a clearer, more consistent path to discover service, buy it and manage their account.

Stilly worked across the customer-facing digital layer of the transformation, helping translate business and technology change into products customers could actually use.

The engagement covered product ownership, experience design, delivery coordination, QA, content, release support and ongoing optimization across multiple digital platforms.

The delivery model reflected the realities of the transformation: existing platform performance, operational metrics, competitive context, business requirements and close collaboration with internal teams.

Work moved quickly into design and development, with production data and real-world performance used to guide iteration.

The marketing site had to do more than explain an internet service. It had to support market expansion, communicate the Fidium proposition clearly and move customers efficiently toward qualification and purchase.

The solution became a component-driven marketing system backed by a headless Craft CMS implementation, with reusable modules for brand storytelling, offer presentation, availability checks and product education.

The e-commerce buyflow became one of the most important parts of the transformation. Customers had to move from service qualification through plan selection and order completion with less friction and greater confidence.

Stilly helped lead product and experience work across the buyflow, using production performance and business feedback to guide improvement.

The customer portal extended the transformation beyond acquisition. Existing customers needed a clearer way to manage service, billing and account information without unnecessary support or manual intervention.

The experience expanded to support more account and service management online, including changing internet plans and speeds.

The work expanded beyond interface improvements into self-service, workflow changes and automation. Process changes helped reduce the number of transactions falling into manual work queues.

The portal increasingly allowed customers to complete more service actions digitally, including changing internet plans and speeds. We also explored opportunities for AI-assisted self-service, although only limited chatbot functionality was implemented during the engagement.