The end of reconciling three systems by hand.
Netxol CRM is the customer side of NOS. Every subscriber and enterprise account lives in one authoritative record — with the services they buy, the devices you provisioned, the tickets they opened and the invoices they owe, all attached. Care agents answer before customers finish speaking.
- Customer master + Customer 360
- Households, business, multi-service
- Serviceability check at the address
- Beta with NOS 0.2 · single-graph CRM
Why Netxol CRM.
Every benefit below traces back to a specific capability in the platform — not a marketing slogan. See the capability grid at the bottom of the page for the full register.
One truth per customer. Forever.
Every account has exactly one authoritative record. Services, provisioned devices, tickets, invoices, contracts, contacts — all attached to the same identity. No exporting between systems. No reconciling three ways.
Answer before the customer finishes speaking.
Customer 360 shows network state, billing status, support history and sentiment on one screen. The agent knows the subscriber is on a flapping ONT before they finish "my internet is slow…" — because CRM shares the graph with NMM.
Convert enquiries instantly.
"Can this address get fibre, and on which port?" — answered from the GIS-aware serviceability check in real time. Enquiries that would otherwise be lost become bookable installations.
From household to enterprise. One model.
Residential households with multiple services and people; business accounts with contracts, sites, SLA terms and named contacts — CRM models both without a plug-in. The segment with the highest revenue per account is not an afterthought.
One record. Every touchpoint. Every service.
The customer master is the shared identity across the platform. When Billing invoices, NMM alerts on the customer's ONT, or Field Service closes an install — every event lands on the same record. Care agents open one console; nothing lives in a spreadsheet or a personal inbox.
- One authoritative record per customer
- Attached services, devices, tickets, invoices
- Household and multi-service modelling
- Business account contracts + SLAs
From enquiry to working service. Visible progress.
A GIS-aware serviceability check answers instantly whether an address can be lit and on which port. From acceptance, the onboarding journey — a defined sequence of provisioning, install scheduling, device shipping and activation — carries the customer to a working service with visible progress at every step.
- Instant address serviceability check (GIS-aware)
- Defined onboarding journey with milestones
- Auto-provisioning across ACS / OLT / RADIUS
- Reduced pre-live cancellations
The operational heart of care.
Every issue is captured, owned, escalated and resolved through structured cases. Tickets know the network context (NMM), the billing context (Billing) and the subscriber history (CRM) automatically — because they live on the same graph. Escalation, SLA timers and outcome analysis are built in.
- Structured cases with SLA timers
- Auto-attached network + billing context
- Escalation policies + queue routing
- Outcome analysis for continuous improvement
Leads. Opportunities. Forecast.
Prospective customers captured from web, walk-in or partner; opportunities tracked through defined stages with weighted forecasting; win/loss reasons closing the loop. Sales teams stop losing enquiries in personal inboxes; leadership sees a real revenue view.
- Lead capture from every channel
- Opportunity pipeline with weighted forecast
- Win/loss reason analytics
- Segment views: residential / SMB / enterprise
Thirty capabilities. One shared graph.
CRM does not carry its own duplicate customer store — it uses the shared Netxol One graph, so every event across NMM, Billing, ERP and the Companion Apps lands on the same customer record. One truth, forever.
Customer master
One authoritative record per account.
Customer 360
Network + billing + support + sentiment in one view.
Household modelling
Multiple services + people at one address.
Business accounts
Contracts, sites, SLA terms, named contacts.
Lead management
Captured, owned, tracked — never lost.
Opportunity pipeline
Stages, weighting, forecast.
Serviceability check
"Can this address get fibre, and on which port?"
Onboarding journey
Sale → install → activation with milestones.
Ticketing / case
SLA timers, escalation, outcome analysis.
Omnichannel intake
Web, phone, app, WhatsApp, e-mail.
AI-assisted care
The AI Engine drafts responses with citations.
Care analytics
FCR, CSAT, resolution time, channel mix.
Loyalty + segments
Tier, segment, tag — for pricing and campaigns.
Contract management
Terms, renewal dates, auto-notifications.
Customer notifications
Outage, invoice, appointment — proactive.
Multi-tenant / white-label
MVNOs and subsidiaries under one console.
Questions we get on the first call.
How does CRM avoid becoming another silo?
It cannot. CRM does not own its own customer store — it uses the platform graph shared with NMM, Billing, ERP and the Companion Apps. When Billing invoices, NMM raises an alarm on a subscriber's ONT, or Field Service closes an install, the event lands on the same record automatically.
Can we migrate customers from our existing CRM?
Yes. Netxol runs a supervised import from CSV, Salesforce, Zoho, HubSpot and most ISP-specific BSS/CRM tools. The onboarding team maps your fields to the platform schema and preserves history, so care agents keep context on day one of go-live.
Is the Customer 360 view built on live data?
Yes. Network state is read from NMM in real time, billing status from the Billing module, ticket history from CRM itself, and sentiment from the interaction record. There is no nightly extract; the console is the source of truth as of the moment the agent opens it.
Can CRM be white-labelled for MVNOs or subsidiaries?
Yes. Multi-tenant licensing lets you slice CRM into isolated brands — separate identity, separate data plane, separate care team — while running on one Netxol Core cluster. Tenants can share NMM or run their own.
Give your care team the console you always wished you had.
Netxol CRM is entering beta with NOS 0.2 and ships pre-installed on every Core. Talk to sales for early access, a scoped pilot, or a supervised migration from your existing customer store.