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Delivering Real-Time Service Transparency Through a Customer Access Portal for Datacenters via Cloudtrac

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In today’s always-connected world, customers expect complete visibility into the services that matter to their operations. One of our enterprise clients faced a common challenge—how to provide real-time ticket visibility to their preferred Datacenter customers (one of the leading datacenters) while continuing to manage service calls through their existing internal IT systems.

The Business Challenge

Previously, service calls were logged via a centralized call center (CCC) and managed internally. However, preferred customers had limited visibility into the progress of their service tickets. The client wanted to bridge this gap by introducing a secure, role-based portal that could provide:

  • Real-time ticket status updates as they happen in internal IT systems

  • Access to tickets mapped to specific buildings and assets

  • Multiple user roles with controlled access

  • Downloadable, customized reports on uptime, SLA compliance, and service performance

  • Real-time notifications at every stage of the ticket lifecycle

  • A compliant and auditable mechanism for logging and tracking service activities

Cloudtrac Solution

Vitamap addressed this requirement by implementing a Customer Access Portal using its service process automation platform, Cloudtrac.


The solution was designed to seamlessly integrate service transparency with operational control, without disrupting existing systems.

How Cloudtrac Enabled the Transformation?

  • Configurable Service Workflows
     A dedicated Service Activities workflow was configured within Cloudtrac, reflecting real-world service stages such as Open, In Progress, Pending Customer Action, Pending Material, and Closed.

  • Structured & SLA-Driven Data Model
     The service data schema was aligned with the client’s existing templates and enhanced with SLA parameters, SLA status, and performance indicators.

  • Role-Based Access Control
     Multiple user roles were created, including:

    • Client Users for ticket updates, uploads, user management, and master data maintenance

    • Customer Roles such as BMS Managers and End Users for dashboards, reports, and ticket visibility

  • Real-Time Notifications
    Automated email notifications kept customer stakeholders informed at every stage—from ticket creation to resolution.

  • Customized Reports & Dashboards
    Customers could view and download tailored reports covering uptime, SLA compliance, summaries, and real-time dashboards.

  • Simple Data Upload & Updates
    Service activities were created and updated through structured data uploads, ensuring accuracy, compliance, and ease of use.

                                                The Outcome

With Cloudtrac, the client will be able to provide the real-time service transparency, improved customer trust, and strengthened SLA compliance—while maintaining full control over internal service operations.



Ready to transform your operations and unlock these incredible benefits? Discover how Vitamap's Cloudtrac Platform can streamline your operations and drive your business forward.


For more information please email us at sales@vitamap.com

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