/ PWRnet

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 service provider that connects the divide between network operators and companies of varied sizes, from a store in an office complex or an entire shopping center. They provide and accurately adjust network connectivity solutions, giving companies the right speed, reliability, and support, acting as both go-between and full-service providers. With all those services, they required a convenient tool to manage their growing customer base.

They came to us with their own vision for a customized CRM that was based on their specialized workflow. From client proposal generation to third-party integration and order handling, every piece had to integrate with their specific way of doing business. They didn't stop there, though — later on, they expanded upon this vision with a public platform where they positioned themselves as the single provider. This was about creating tools as bespoke as their concept of connectivity.

As the client's name is covered by an NDA, we will not use their specific solution names and product versions, but will outline the functionality, issues, and key aspects of the solution created precisely and to all requirements.

Building a custom system for this internet technology provider had certain technical hurdles. The largest one was a real-time quoting engine that was being fed from several third-party APIs with different protocols, authentication mechanisms, and reliability levels. Some were using old SOAP services, some had unpredictable REST endpoints, and a few didn't even have enough documentation to cover the connectivity aspects. Getting all these different systems to communicate with each other was vital to sending accurate, competitive client proposals.

Then came the billing system, needing to balance bespoke business rules with convenient payment processing methods, with no compromises on a smooth experience for provider or their customers. IP address management was another challenge, as we had to optimize allocation, tracking, and database performance for consistent connectivity. Each of these had to perform flawlessly in order to ensure precise IP address allocation.

The project commenced in early 2021. The CRM for this internet service provider had to mirror the workflows of this company, where every request triggered a chain of technical and commercial decisions. When shopping malls needed high-speed internet or a business office needed an installation of VoIP, the system would invoke APIs of varied providers, then generate quotes. It calculated prices, scheduled routes for fiber, and even added hardware.

By spring, we had a functional prototype that retrieved current price, confirmed infrastructure availability, and generated proposals in minutes. During summer, we integrated an order management system, which supported quote-to-active-service deployments with automated IP assignment and ticketing. Since we launched MVP in August 2021, the system has helped reduce the average customer onboarding time from 30 to 18 minutes, and then grown and enhanced to make network operations transparent and processes easier and faster.

Initially template-based, the platform was then custom-tailored to the client's layout, and currently stands as a monolithic Django application that handles frontend and backend, with MySQL as the database, Redis for background jobs, Elasticsearch for analysis, and Celery for task queuing, with SMS OTP authentication and IP whitelisting security. Then we scaled it up to a public platform where the client could offer these services under their brand, with payment integrations through GoCardless API and simple, easy-to-grasp dashboards for clients.

User roles

Admin
From system-specific integrations to managing user permissions, admins oversee the platform. They handle managed network solutions, establish and tune API connections to third-party providers, and facilitate the backend to execute with databases. With access to analytics driven by Elasticsearch, they generate reports for order volume, service performance, and financial reconciliation.
Network operations role
This team is responsible for managing the technical infrastructure, including real-time IP address allocation, router configuration, and debugging. By utilizing proprietary tools in the platform, they monitor service activations, update infrastructure databases, and resolve issues reported in the integrated ticketing system while having stringent access controls on sensitive network data.
Sales roles
Area Sales can see and manage only their own customers' orders, making proposals and tracking negotiations in their pipeline. Global Sales, on the other hand, have visibility across all accounts, enabling them to coordinate large-scale deployments of network connectivity solutions, including fiber optic rollouts or multi-site cabling projects. They both rely on the automated quoting engine and real-time provider API integrations of the platform to accelerate deal closure.
Provisions role
They execute orders end-to-end, for instance, execute technical feasibility checks, coordinate with providers, and activate services. They work closely with the Network Operations team, using the platform's IP management capabilities and Redis-backed task queues to facilitate on-time deployment of enterprise internet solutions for clients.
Support role
With read-only access, the Support agents help the clients by viewing order histories, checking service statuses, and escalating issues through the integrated ticketing system. Their visibility of the entire client lifecycle, powered by Django's admin interface, enables them to provide real-time support with precision that allowed to cut first ticket response timefrom 35 to 20 minutes, even though they cannot make any changes to the configuration.

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 was precisely tested to provide a foundation for stability. Initially, a hybrid methodology was utilized — hand-coded test cases for complex workflows and automaton tests for day-to-day operations (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

We automated billing entirely through direct integrations with provider APIs and financials. Real-time tracking of usage, contract terms, and SLA adjustments is also controlled through a single, centralized MySQL database, lowering the chance of pricing errors. Order management was similarly improved, which led to an increase in new customer acquisition from 114 to 186 signups per month. What once required multiple departments to manually coordinate is now done within the system.

The Elasticsearch-powered analytics provide visibility into operational bottlenecks, helping optimize workflows when dealing with different internet technology provider partners. Manually, scaling is still required, but the Redis-based task queue handles large volumes of concurrent orders efficiently.

The architecture keeps minimizing operational overhead with its robust integrations that include GoCardless payment processing, service ticket management, and integration with legacy as well as newer provider APIs. It translates to a more reliable, less labor-intensive way of 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.