Stop Managing ISP Customers in Spreadsheets

Every WISP starts the same way: customer names in a spreadsheet, support requests via WhatsApp, and job tracking in someone's head. It works at 50 customers. At 200, it's chaos. At 500, you're losing customers because things fall through the cracks.

Signs You've Outgrown Spreadsheets

• You can't quickly tell which customers are connected to which tower
• Support requests get lost in WhatsApp message history
• Technicians ask "what's the job?" because there's no formal job card
• When a tower goes down, you manually figure out which customers are affected
• Billing disputes happen because there's no ticket history
• Multiple people edit the customer spreadsheet and data gets corrupted

What a WISP CRM Should Do

You don't need Salesforce. You need a CRM built for ISP operations:

• Customer database — name, contact, service plan, installation date, physical address, linked devices
• Support tickets — log issues, assign to technicians, track resolution time, searchable history
• Job cards — create work orders for installations, maintenance, and repairs with assigned tech and status
• Outage management — when a tower goes down, automatically identify affected customers and log the outage with start/end times
• Customer portal — let customers check their service status, open tickets, and see their connection quality without calling you

The Integration Advantage

The real power comes when your CRM is integrated with your network monitoring:

• A customer calls about slow internet → you instantly see their device signal strength and connection quality
• A tower goes down → the CRM automatically creates an outage record and lists all affected customers
• A technician completes a job → the job card is closed, ticket updated, and customer notified

This is exactly what Connexa does: the NMS and CRM share the same database, so your network data and customer data are always in sync.

Getting Started

You don't need to migrate everything at once. Start with:

1. Import your customer list — CSV import from your existing spreadsheet
2. Start logging tickets — even just internally, build the habit of tracking every support interaction
3. Create job cards for installations — new installs are the easiest place to start with formal work orders
4. Link devices to customers — as you touch devices, associate them with customer records

Within a month, you'll have a searchable history of every customer interaction and a clear view of your operations.