Understanding CRM Model
What It Is
CRM is a specialized web-based Customer Relationship Management system designed specifically for networking and telecommunications companies. It provides comprehensive management of customer circuits, surveys, tickets, purchase orders, and billing operations.
Who It Serves
Target users include major telecom providers such as Vodafone Idea (VI), with role-based access for admins, accountants, service teams, and delivery personnel. The system integrates field engineers into survey and billing workflows for seamless coordination.
Core Project Objectives
Streamline Operations
Automate circuit management, surveys, and ticketing workflows to reduce manual effort.
Enhance Efficiency
Role-based dashboards provide real-time insights and faster decision-making.
Improve Billing Accuracy
Generate precise invoices with automated GST calculations and PDF exports.
Key System Benefits
Role-Based Guards
Secure access control for Admin, Accountant, Service, and Delivery teams
360° Customer View
Complete integration of circuits, surveys, tickets, POs, and billing
100% Billing Accuracy
Automated GST calculations and invoice generation with PDF export
User Roles and Detailed Responsibilities
Admin
Full system control including:
- Manage all users & roles
- System configuration & settings
- View all dashboards & reports
- Approve high-level requests
- Monitor entire operations
- Access to all modules
Accountant
Financial operations including:
- Generate & manage invoices
- Automated GST calculations (CGST/SGST)
- Track payments & pending balances
- Create financial reports
- Handle purchase orders billing
- Export PDF invoices
Service Provider
Ticket & support management:
- Create & assign tickets
- Track ticket status & priority
- Resolve customer complaints
- Monitor repeated issues
- Update ticket resolution notes
- View open/in-progress/closed tickets
Delivery Team
Field operations & surveys:
- Conduct site surveys
- Manage purchase orders
- Coordinate with BTS locations
- Update survey status (Completed / Cancelled / On-hold)
- Track field engineer assignments
- Use map-based location tracking
Role-Based Dashboards
Admin Dashboard
Complete overview • All modules • User management • System analytics • Full control
Accountant Dashboard
Billing overview • Pending invoices • Payment analytics • GST reports • PO tracking
Service Provider Dashboard
Ticket summary • Open / In-progress / Resolved • Priority tickets • Team performance
Delivery Team Dashboard
Survey status • Pending surveys • Field assignments • Map view • BTS coordination