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Telecom and broadband providers · CRM

Keep every address, plan, complaint and renewal in one customer record.

A customer relationship management (CRM) system for a broadband provider holds each enquiry, address, plan, installation, complaint and renewal in one record. GullySales sets one up that your sales, support and field teams use, and connects it to the way you take enquiries.

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Scope, fee, reporting and term are agreed in writing after we have read your brief and spoken to you.

A broadband technician explains a router to a customer

What CRM means

A CRM is the record where every enquiry, call and quote is kept against a customer, replacing separate notebooks, spreadsheets and memory. GullySales sets up or cleans an existing CRM and reports from it by enquiry outcome rather than by activity logged.

Also for telecom and broadband providers

Sales and marketing for telecom and broadband providers, the overview.

Last updated 11 Oct 2026.

For telecom and broadband providers

Where it usually goes wrong, and what we would do.

  • “Sales and support use different lists”

    The salesperson does not know a customer has an open complaint, and calls with an upgrade.

  • “Installations are tracked in a notebook”

    A field team finishes a connection, and the office finds out when the customer calls to complain.

  • “Renewals depend on the customer calling”

    Plans lapse and the customer goes to another provider without a call.

What we do

What we deliver for telecom and broadband providers.

Every deliverable, what it covers for you, and the result it is there to produce. Nothing here is an extra.

  1. A record for each address and customer

    Name, address, plan, router, installation date, documents and past complaints in one place.

    Result: Anyone can see the whole history.

  2. A sales pipeline from enquiry to install

    Stages for enquiry, feasibility, quotation, documents, installation and first payment.

    Result: You see where each connection stands.

  3. Complaint and ticket linking

    Support tickets attached to the customer record, with cause and closing date.

    Result: Sales and support share the same picture.

  4. Renewal and expiry reminders

    Reminders to the right person before a plan ends or a payment is due.

    Result: Plans are renewed before the customer thinks of leaving.

  5. Area and society view

    A view by society and road, showing customers, leads and gaps.

    Result: You can plan marketing and technicians by area.

  6. Training and ownership

    A short session for sales, support and field staff, and a person who checks that records are updated.

    Result: The record reflects what is happening.

How the result is measured

  • Enquiries logged in the CRM
  • Data completeness
  • Reports generated from CRM data

Recorded as a baseline before work starts, so every later report has an honest comparison.

Read the full CRM implementation and customisation page

What to record, and when

Record these at these moments, so that no one has to ask the customer twice.

At the first enquiry
Name, number, address with flat, home or office, source and what was asked. If feasibility is not yet known, mark it pending with the date it was requested.
At the feasibility check
Record the result, the method, the person who checked and any limit such as distance from the box. A buyer told no should be tagged with their area for expansion.
At the documents and booking stage
Note which documents are received, the installation date and the slot promised, and who confirmed it. Add the payment mode and the amount received.
At installation
Record the technician, the router and ONT serial numbers, the signal readings and the customer's confirmation. This is the row that starts renewal and support records.
At each complaint
Log the date, the fault, the cause and the closing time. A customer with repeat faults needs a call from a senior person before they leave.
Do you need software yet?
If one person handles a few hundred connections, a shared sheet with fixed columns is enough. Move to software when many people handle tickets, renewals and installations on the same customer.

Who it is for

This is written for these telecom and broadband providers.

  • Local fibre broadband providers
  • Cable TV and broadband operators
  • ISP franchise partners and sub-operators
  • Leased line and enterprise connectivity resellers
  • Wi-Fi providers for PGs, hostels and coworking spaces
  • Providers serving apartments and gated communities
  • Providers selling TV and OTT bundles with broadband

Not for

It is not the right fit if.

  • The provider has a few hundred customers and one person who knows each address, so a record would add typing without adding control.
  • Support staff will not update tickets, and a CRM would show tickets the field team has already closed.
  • No one has decided who owns the customer data, and a tool bought now would be switched off on the first change of staff.

How it works

How the CRM work runs

The work itself, in order. How an engagement starts, from your brief to a written scope, is set out on our method page.

  1. 1

    Map the sales process

    We sit with the people who sell and write down how a deal moves from enquiry to payment, including where it stalls.

  2. 2

    Agree stages, fields and owners

    Each stage gets a name your team already uses and a proof that the deal has left it. We agree which fields are required at which stage, and who may change what.

  3. 3

    Build on a copy

    Pipeline, fields and views are built on a trial copy where the CRM offers one, or in a separate pipeline where the plan allows. Live work stays untouched.

  4. 4

    Connect channels, then switch on automations

    Channels are connected first. Each automation is then switched on separately, so a misfiring rule is easy to find.

  5. 5

    Test with real deals

    The people who will use the CRM run open deals through it. Gaps are fixed before the whole team switches over.

  6. 6

    Switch over and trim

    Once real use shows which fields stay empty and which stages nobody uses, those are cut and the handover record is updated.

Where this fits

Three pieces of sales work, in this order.

This work sits inside sales management. A target, a review routine and someone who owns the number.

  1. Step 1

    Sales audit

    Find where deals are being lost and what to fix first.

    Start here if you cannot say where orders are lost.

  2. Step 2

    Sales process design

    One written way to sell, from first enquiry to repeat order.

    Start here if every salesperson sells differently.

  3. Step 3 · you are here

    Sales management

    A target, a review routine and someone who owns the number.

    Start here if the team has targets and no routine.

Tell us what you need Your brief is read before we call. Scope, fee and term in writing.

FAQ

Questions owners ask before they call.

Not here? More answers, or ask on WhatsApp.

Tell us what you need
Spreadsheet or CRM software for a small ISP?
Use a sheet while one or two people keep it and the list is short. Move to software when sales, support and field staff all touch the same customer, or when reminders are being missed. Choose one that exports your data.
Our support staff do not update tickets. What do we do?
Make closing a ticket the only way to mark a complaint as done, and keep the form short. Show the support team how it protects them: a customer's history is there before the next complaint.
Customers message us on WhatsApp. How do we keep it in the CRM?
Copy the key facts into the customer record after each conversation, or use a tool that links the chat to the record. A chat on one staff member's phone is not a record the company owns.
Who owns the customer data if we change tool or an employee leaves?
The company owns it, and your contract with any vendor should say so and allow export. Keep a regular copy outside the tool, and remove a leaver's access on the day they go. Handle customer data under India's data protection law.
How much does it cost?
There is no price list, because the work differs by business. The fee is scoped after we have read your brief and spoken to you, and put in writing before anything starts, split into our time, your media spend and production.
How long is the contract?
The term is agreed in writing after we have spoken, along with the fee and the reporting. It is never a default twelve months, and renewal is decided on the numbers against the baseline recorded at the start.
How soon will we see results?
It depends on the trade, the channel and what is already in place. After we have read your brief and spoken to you, we say what we would expect to move first and how it will be measured against the baseline. Nothing here is guaranteed.
Who will actually do the work?
The person you speak to before anything starts. We work from one office in Nagarbhavi, Bengaluru, with no account managers in between.
What do you need from us?
Your brief, and a conversation. After that, access to whatever this work touches, such as your website, your accounts or your enquiry record, and time with the people who handle your enquiries.
What if we are not happy with the work?
Tell us and the plan changes. Everything is reported against the baseline, so a number that is not moving is visible to both sides. The term is in your written scope, and the refund and cancellation policy sets out the rest.

More for telecom and broadband providers

Everything else we would do for you.

Closest to this: leads and follow-up

Also for telecom and broadband providers

Or start from the overview: sales and marketing for telecom and broadband providers.

Your next practical step

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Eight short steps, mostly taps. Skip anything you would rather answer on the call.

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