/ Optinet

Custom CRM for an internet service provider

Automotive

Services:

MVP development

Web development

Database design & development

Quality assurance

Third-party integration

The team

1 Full-stack developer

1 QA engineer

1 Project manager

Technologies

Django

MySQL

Redis

Celery

Django

Bootstrap

Integrations

GoCardless

Internal ticketing system

SMS gateway

Elastic Search

Timeline: 4 years

Our client is a B2B internet provider that bridges the gap between large-scale network operators and businesses, whether it’s a boutique in an office complex or an entire retail center. They deliver and precisely tailor network connectivity solutions, ensuring businesses get the right speed, reliability, and support, acting as both a mediator and a full-service provider.

With such a wide range of services, they wanted a useful tool to manage their growing client base.They came to us with a vision of a custom CRM, built around their niche workflow. From generating client proposals to integrating with third-party providers and managing orders, every piece had to fit their specific way of doing business. They didn’t stop at this either — later, they expanded this vision with a public-facing platform where they stepped into the role of the primary provider. This was about crafting tools as distinctive as their approach to connectivity.

As the client's name is under an NDA, we will not disclose their specific solution names and versions of the product, but will describe the functionality, challenges, and key features of the developed solution precisely and true to all specifications.

Building a custom system for this internet technology provider came with unique technical hurdles. The biggest challenge was a real-time quotation engine that pulled data from multiple third-party APIs, each with different protocols, authentication methods, and reliability levels. Some used outdated SOAP services, others had inconsistent REST endpoints, and a few lacked proper documentation.

Making these scattered systems communicate was critical for delivering accurate, competitive client proposals.Then came the billing system, which had to balance custom business logic with payment processing best practices, all while keeping the experience smooth for both the provider and their customers. Another core challenge was IP address management — optimizing real-time allocation, tracking, and database performance to ensure connectivity. Every piece had to work in perfect sync due to precise IP address allocation.

The journey began in early 2021. This CRM needed to mirror the workflows of this internet service provider, where every request kicked off a chain of technical and commercial decisions. When a shopping mall needed high-speed internet or an office required a new VoIP setup, the system would gather data from provider APIs, then generate quotes. It calculated costs, mapped fiber optic routes, and even factored in hardware.

By spring, we had a prototype that pulled real-time pricing, checked infrastructure availability, and generated proposals in minutes. During summer, we integrated the order management system, allowing transitions from quotes to active service deployments, complete with automated IP allocation and ticketing. Since the MVP launch in August 2021, the system has evolved organically to make network operations invisible and processes simpler and faster.Initially built on a template, the platform was later customized to the client's design, and is now a monolithic Django application handling both frontend and backend, with MySQL for the database, Redis for background tasks, Elasticsearch for analytics, and Celery for task management, with SMS-based OTP authentication and IP security whitelisting. Later, we expanded it into a public platform where the client could offer these services directly under their brand, complete with payment integrations through GoCardless API and intuitive client dashboards.

User role

Admin
Admins manage everything from user permissions to system integrations. They oversee managed network solutions, configure API connections to third-party providers, and ensure the operation of the backend with databases. With access to Elasticsearch-powered analytics, they generate reports on order volumes, service performance, and financial reconciliation.
Network operations role
This team handles the technical backbone, including real-time IP address allocation, router configurations, and troubleshooting. Using the platform’s custom tools, they monitor service activations, update infrastructure records, and resolve issues flagged in the integrated ticketing system, all while maintaining strict access controls over sensitive network data.
Sales roles
Area Sales can only view and manage their own clients’ orders, generating proposals and tracking negotiations within their pipeline. Global Sales, on the other hand, have visibility across all accounts, enabling them to coordinate large-scale deployments of network connectivity solutions, from fiber optic rollouts to multi-site cabling projects. Both roles rely on the platform’s automated quoting engine and real-time provider API integrations to close deals faster.
Provisions role
Specialists in this role execute orders end-to-end: validating technical feasibility, coordinating with providers, and activating services. They work closely with the Network Operations team, using the platform’s IP management tools and Redis-powered task queues to ensure timely deployments of enterprise internet solutions for clients.
Support role
With read-only access, Support agents assist clients by reviewing order histories, checking service statuses, and escalating issues through the integrated ticketing system. While they can’t modify configurations, their visibility into the full client lifecycle, powered by Django’s admin interface, helps them provide accurate, real-time assistance.

Key features

/ Features

Proposal engine

The system pulls real-time service availability and pricing from multiple business internet providers when a request is submitted. Location, bandwidth requirements, and hardware needs are cross-referenced against provider APIs. The engine normalizes the data, applies internal pricing rules, and outputs a standardized proposal. This eliminates manual lookup processes while maintaining accuracy across different provider formats and service levels.

Order management

Approved proposals automatically convert into work orders with all necessary technical specifications. The system allocates IP blocks, generates router configurations, and creates installation tickets for field teams. Order status is tracked through each phase — provisioning, installation, activation, and billing. Client portals display active services and incident tickets, while internal tools manage the complete operational workflow through role-based interfaces.

IP management

The platform automates internet service provider infrastructure management through dynamic IP allocation tools. When new orders are processed, the system assigns available subnets from predefined pools while avoiding conflicts. Network operations teams monitor utilization across all client deployments, reclaim unused addresses, and modify allocations in real-time. The tools automatically push updates whenever IP assignments change.

Integrated billing and ticketing

Each service triggers synchronized workflows across financial and support systems. The platform generates invoices based on service type, contract terms, and usage metrics, with automated proration for mid-cycle changes. Simultaneously, it creates service tickets for installation teams and links them to the orders. Support staff view the complete lifecycle with all related tickets, payments, and network details accessible through a unified interface.

Service analytics and reporting

The platform tracks performance metrics across all deployed enterprise network solutions. Teams can filter by location, service type, or uptime to identify trends or troubleshoot issues. Custom reports break down utilization patterns, outage histories, and hardware performance, helping optimize network capacity.

Client infrastructure portal

Business customers access a secure dashboard to monitor their active services. The self-service view displays the real-time status of all deployed equipment, IP assignments, and bandwidth utilization. Simple troubleshooting tools let clients reboot devices or submit support tickets, while usage graphs help them track consumption against contracted service levels.

Security and access control

Business network solutions require high-grade protection, and the system enforces strict security protocols. All administrative access requires IP whitelisting, locking the CRM to approved corporate networks and VPNs. For sensitive actions, users must complete two-step authentication via SMS OTP. Role-based permissions extend this: Sales teams see only customer data, Network Ops access IP tools, and Finance interacts solely with billing modules.

QA process

The platform underwent thorough testing to ensure reliability. Initially, a combined approach was used — manual test cases for complex workflows (like multi-provider failovers or commercial WiFi router configuration sequences) alongside automated checks for repetitive tasks (billing calculations, IP allocation validations). While dedicated QA resources were previously available, the client now handles testing in-house during updates. This shift occasionally surfaces edge-case issues, particularly when introducing new network infrastructure solutions or provider APIs. Today, with the system in support mode, fixes are deployed reactively, prioritizing stability for live deployments.

Business outcomes

The billing process became fully automated through direct integrations with provider APIs and financial systems. A centralized MySQL database now handles real-time usage tracking, contract terms, and SLA adjustments, cutting pricing errors. Order management saw similar gains. What used to involve multiple departments manually coordinating now happens automatically within the system.

The Elasticsearch-powered analytics provide visibility into operational bottlenecks, helping optimize workflows when dealing with different internet technology provider partners. While scaling still requires manual intervention, the Redis-based task queue reliably handles high volumes of simultaneous orders.The system continues to reduce operational overhead through its stable integrations — processing payments via GoCardless, managing service tickets, and interfacing with both modern and legacy provider APIs. The result is a more reliable, less labor-intensive process for delivering business internet services.

Client feedback

‍

I was most impressed by the quality of the end product.

While my ideas formed the basis for the work, they delivered a far more superior product than I imagined with greater flexibility and viability of features. They exceeded expectations so many times it got to the point I couldn't wait to see what they came up with next.

Dan Brooks

President, Krytter

See the project

Why partner with COAX?

Flexibility & adaptability
Our team understands the importance of flexibility in the construction industry, which is why we work around your schedule to provide services at a time that's convenient for you.
Skilled and dedicated team
The COAX team consists of pioneering industry experts and experienced professionals who meet high proficiency standards. We stick to our ethos and are dedicated to delivering high-quality solutions that can lead the future of digital solutions.
Ongoing support
We're committed to providing excellent support throughout the entire project lifecycle. That's why we don't just focus on our technical specialists but also pay close attention to the professional skills of our project managers to ensure seamless cooperation.
Security and confidentiality
At COAX Software, we take data privacy and security very seriously. We sign a non-disclosure agreement (NDA) and guarantee to keep all project information safe and establish trust.
Growth-focused approach
In the construction industry, businesses need to constantly adapt and grow. That's why we don't just develop custom software solutions, we implement cutting-edge tools that help your business and technology scale for long-term success.
Agile methodology
At COAX Software, we value transparency and efficiency. That's why we follow a truly agile approach when providing IT services for construction companies. We aim to remain flexible and responsive to your needs at all times to ensure project success.