Your subscribers, your network and your field teams can share one system.
Internet and telecom providers run two businesses at once. One is the network of cables, cabinets, racks and links. The other is the customer, who has a plan, a bill and a fault that needs fixing.
The two are joined by an address. A subscriber lives at a place, on a port, behind a splitter, on a route that someone once had to dig. When these records sit in separate tools, a fault report turns into a long search.
Subscribers, plans, inventory, installation jobs, usage, tickets and invoices can be drawn into a single design that follows how your provider actually runs. It is built to order. None of it exists as a finished product yet.
Internet and telecom businesses we can build for.
A local broadband provider and a data centre operator keep different records. The build follows what you sell and what you operate. A company that mainly sells IT support contracts may suit the managed services pages better, and a cable contractor that only installs may suit the fibre installation pages.
- Internet service providers
- Fibre installation companies
- Managed service providers
- Data centre operators
- Telecommunications companies
- IT and network companies
- Cloud service providers
- Wireless internet providers
- Cable television operators
- Voice over IP providers
- Mobile virtual network operators
- Tower and site infrastructure companies
- Community and rural broadband operators
- Colocation and hosting providers
- Network cabling contractors
- Wholesale bandwidth resellers
The modules, and what each one covers.
Nothing here is a fixed package. Each module is built, left out or changed to match how your organisation already works.
The subscriber record
One record for every customer, whether a household, a shop or a company with many sites.
- Name and billing contact
- Service address and map point
- Connection type
- Plan and add-ons
- Equipment at the premises
- Port or circuit assigned
- Contract start and end
- Billing currency and tax rules
- Tickets and visits to date
- Payments and balance
Contact details and identity papers are stored encrypted. Which of your staff may see them is set by role.
Plans, tariffs and usage rules
- Speed tiers
- Data allowances and fair-use rules
- Fixed and usage-based charges
- Installation and equipment fees
- Static address add-ons
- Business and household tariffs
- Promotions with start and end dates
- Plan change rules
Every provider sells plans differently. The tariff rules are written down with your sales and billing teams before anything is built.
Lead to connection
- Enquiry
- Coverage check
- Quote
- Order accepted
- Survey booked
- Installation scheduled
- Service activated
- First invoice
A coverage check looks up the address against your network map. If no route reaches it, the enquiry is kept for when one does.
Network inventory
A record of what is deployed and where it is plugged in.
- Exchanges, huts and cabinets
- Racks and shelves
- Switches, routers and fibre line terminals
- Splitters and patch panels
- Fibre cables and core counts
- Ports in use and free
- Tower and mast sites
- Serial numbers and warranty dates
- Power and cooling at each site
Ports are tied to the subscriber that uses them. A free port is one that no active service points to.
Route and splice records
- Route name and length
- Duct and pole details
- Joint closures and splice points
- Core assignments
- As-built drawings
- Right-of-way and permit notes
- Test readings after splicing
- Faults repaired on the route
Installation jobs
- Job created from order
- Survey and drop route
- Materials issued
- Technician assigned
- Cable run and termination
- Equipment configured
- Signal tested
- Customer sign-off
- Job closed
Technicians work from a phone, including where signal is poor. Photos of the drop and the signal test are attached to the job.
Field engineer dispatch
- Jobs by area and day
- Skills of each engineer
- Vehicle and tool stock
- Appointment window given to the customer
- Travel and arrival time
- Parts used
- Jobs missed or rebooked
- Engineer performance by team
Fault tickets
- Fault reported
- Customer and circuit identified
- Network checked
- Cause found
- Engineer sent or remote fix
- Service restored
- Customer told
- Ticket closed
The ticket opens with the customer’s port, equipment and recent faults already on screen, so support staff do not ask for them again.
Outages and planned work
- Affected cabinet, route or site
- Customers affected
- Start time and cause
- Message sent to customers
- Engineer on the repair
- Restoration time
- Credits owed under the contract
- Planned maintenance windows
Customers on a failed link are found from the inventory. Credit rules are the ones in your contracts, entered by your team.
Service level commitments
- Response target per contract
- Restoration target per contract
- Time clock on each ticket
- Pauses with reasons
- Breaches by customer
- Monthly service report
Usage, authentication and provisioning
- Authentication server link
- Session and usage records
- Speed profile applied
- Suspension on non-payment
- Reactivation after payment
- Static address allocation
- Provisioning of new equipment
Links to authentication and provisioning servers depend on what you run today. Each one is checked before a design is agreed.
Billing and collections
- Usage and charges gathered
- Pro-rata for changes
- Tax invoice raised
- Invoice sent
- Payment received
- Reminder if overdue
- Service restricted by your rule
- Account settled
Invoices follow your tax rules and the currency set per customer. Payment gateways are connected where they offer an interface.
Reseller and partner accounts
- Reseller or local operator
- Wholesale rate card
- Customers under each reseller
- Commission or margin rule
- Statement per reseller
- Collection responsibility
Equipment stock and returns
- Routers, modems and set-top boxes
- Serial number and condition
- Issued to which customer
- Returned or lost
- Refurbished and re-issued
- Warranty claims on the vendor
- Cable, connectors and consumables
Every device is tracked by serial number from the supplier to the customer’s wall and back.
Data centre space and power
- Rack and cage allocation
- Power draw per rack
- Cross-connect register
- Customer access visits
- Environmental alarms
- Remote hands requests
- Contract terms per customer
This section applies to colocation and data centre operators. A pure access provider can leave it out.
Capacity and network planning
- Port and link utilisation
- Subscribers per cabinet or sector
- Upstream bandwidth purchased
- Growth by area
- Upgrade candidates
- Planned build and its cost
Documents and access control
- Customer agreements
- Right-of-way and pole-rental agreements
- Engineer access to sites
- Staff roles and permissions
- Audit trail of changes
- Retention periods you set
What applies depends on the markets you trade in, and your accountant signs off the setup. Your counsel and your regulator tell you what to keep, and your staff enter it.
One connected workflow, end to end.
Every stage below can sit in one system, so nobody re-enters what the last stage already captured.
- Enquiry
- Coverage check
- Quote and order
- Survey
- Installation
- Provisioning
- Activation
- Usage and billing
- Support and faults
- Renewal or disconnection
You do not have to replace everything at once.
Each phase is usable on its own, so the system earns its place before the next part is built.
- 1
Subscribers and billing
The subscriber record, plans, tariffs, tax invoices, payments, reminders and the rules for restricting service.
- 2
Network inventory
Sites, racks, ports, cables, splice records and the link between each port and the customer on it.
- 3
Installation and faults
Orders, installation jobs, engineer dispatch, fault tickets, outages and service level clocks.
- 4
Partners and reporting
Resellers, equipment stock, capacity planning, data centre space and dashboards for each department.
How a build actually runs.
- 01
Follow one customer
A customer’s history runs from the first enquiry through install and billing to a fault months later, and each note stays readable along the way.
- 02
Map the network records
Sites, cabinets, ports, plans, engineers, equipment and every place a customer is tied to a piece of your network.
- 03
Design for each desk
Support agents get one view while on a call. Technicians get another on a ladder. Billing staff get a third for running the invoices.
- 04
Build the subscriber and port link
The subscriber and port link comes first. Faults, billing and capacity planning all depend on it.
- 05
Run one area first
One town or cabinet group runs on the new system. The old one stays alongside until the numbers agree.
- 06
Move the data
Subscriber lists, plan history, inventory sheets and equipment serials are loaded into the system, and each team is trained on its own screens before the old tools are retired.
- 07
Extend
More areas, reseller portals and network planning follow when the first area is steady.
What you bring, and when.
The build moves at the speed of the answers. These are the things we ask for, in the order we ask.
- 01
Subscriber extract, tariff sheet and fault register
Share an anonymised subscriber extract, your plan and tariff sheet, a fault register and a splice or route record. A billing export is valuable. Existing formats do fine.
- 02
Network engineer, support lead and billing owner
A network engineer, a support lead and the billing owner give feedback on the early screens. Field practice can disagree with billing rules. The operations head chooses.
- 03
Plan prices, outage credits and escalation steps
Plan prices, late payment rules, how outages are credited and escalation steps for tickets wait on your answers. Whoever uses a part tries it when shown.
- 04
Subscribers, stock and provisioning access
Subscriber records, equipment stock and open tickets are moved across. Access to the authentication or provisioning system keeps accounts in step. The operations head approves.
Systems we can put together for you.
- Subscriber management systems
- Plan and tariff engines
- Usage-based billing software
- Network inventory and port records
- Fibre route and splice management
- Installation job management
- Field engineer dispatch applications
- Fault ticketing and outage notices
- Service level tracking
- Customer self-service portals
- Reseller and partner portals
- Equipment and serial number stock
- Data centre space and power registers
- Capacity planning dashboards
- Multi-area operations platforms
Questions owners ask before starting.
What is custom software for an internet or telecom provider?
It is a system drawn around one provider’s plans, cabinets and support desk, rather than an off-the-shelf billing package. A boxed product tends to struggle at the join between a customer and a port.
Can it talk to the servers that authenticate and provision our subscribers?
Often, yes. It depends on what you run and what interfaces it offers, so each one is checked before design. Where there is no interface, the step stays manual.
Would it replace our billing system?
It can. Plans, usage, tax invoices, reminders and payments may all live together, or the totals can pass to your accounts package instead.
Does it work for engineers in places with no signal?
Yes. Jobs, photos and test readings are captured on a phone and upload when it reaches a network.
Can customers log in and see their own account?
If you choose to offer it, yes. A subscriber sees plans, invoices, usage and open tickets for their own account and no one else’s.
Can it show which customers are hit by an outage?
Yes. Each customer is tied to a port and a route, so a failed link or cabinet points straight to the accounts that sit behind it.
Will it make us meet telecom regulations?
No. It holds the records your rules ask for. Your own staff and your regulator decide what those rules demand.
Can one system cover several towns or companies?
Yes. Each area or company keeps its own records, and head office sees the combined position.
What do you need from us to begin?
Bring a subscriber export, one tariff sheet and a sample of fault tickets. The written report covers the port record first and billing after it.
How we work with this trade.
Ready products for this work.
If one of these fits, it is cheaper and faster than building from scratch. We will say so.
Build a system that knows which customer is on which port.
When that link is right, a fault points to the people it affects, and an invoice points to the service it covers. When it is wrong, both take a phone call.
Send a subscriber export and one inventory sheet. The written report covers the port record first and the tickets after it. The rest can wait.
Tell us how your internet and telecom service providers runs today.
We will tell you what can be digitised, what can be connected, what is worth automating, and what you should leave alone.
What happens after you share your requirements
- A senior engineer reads your answers. Nobody phones first.
- Within one business day you get a written note: what we understood, what we would start with, and the questions we still have.
- If it fits, a proposal follows with the order of work, what we need from you and what you receive at each step.
- No call is booked and nothing is paid until you have read the note. Your details stay with us.
Start with your requirements
Seven short steps that tell us what you need. A senior engineer reads them before anyone gets in touch.
Share your requirements