Custom CRM for an internet service provider

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.

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.