Project Description
I need a purpose-built CRM that streamlines day-to-day operations for my internet service provider business. The heart of the system is Auto Recharge & Auto Messaging: every time a customer’s data pack, IPTV or OTT plan is about to expire, the platform should trigger a WhatsApp message (primary channel) and, when enabled, an email reminder, then process the top-up automatically once payment is confirmed.
Beyond that core workflow, I want the CRM to cover the full customer lifecycle. New users must be able to generate their own IDs and upload mandatory KYC files—Aadhaar and any other documents—directly into the L2 switch records. Existing users should log in to update personal details while only seeing information relevant to them. On the back end, both the owner account and authorised employees need broader edit rights for customer data, plan details and support tickets.
Inventory matters too. The system has to track hardware such as routers, ONUs and spare parts, raise stock alerts, and map usage patterns so we always know what is in the field versus on the shelf. When customers raise support tokens the CRM should record, prioritise and display them on a dashboard, allowing me to study repeating issues over time and feed that data into proper analytics. It should also generate GST invoices to particular customers.
What I expect as deliverables
• A web-based CRM (Laravel / Node.js / similar) with responsive UI
• Integration with WhatsApp Business API for automated messaging
• Payment and recharge engine supporting internet, OTT and IPTV plans
• Role-based access (owner, employee, customer) with self-service and edit controls
• KYC upload workflow that attaches Aadhaar to L2 switch entries automatically
• Inventory module for routers, ONUs, etc., plus pattern analytics reports
• Ticketing centre that tracks issues and trends
• Generation GST invoice to particular customers.
• Optional AI assistant (chatbot) trained on site knowledge to guide users and staff
Acceptance criteria
1. A test customer receives an automated WhatsApp reminder, completes payment and the plan recharges without manual input.
2. A support token can be raised, updated and closed while the system logs the full history.
3. Adding or removing a router adjusts stock counts instantly and appears in the analytics dashboard.
If you have solid experience with telecom CRMs, WhatsApp automation or payment gateways, let’s talk about timelines and a phased rollout.