There’s no shortage of telecom CRM software options out there. From flashy interfaces to endless feature lists, the CRM world is crowded. But here’s the thing: not all CRMs are created equal, especially when it comes to the telecom industry. And in our very unbiased opinion, HERO® CRM stands head and shoulders above the rest.
The telecom industry is a beast of its own. With unique challenges like managing complex product portfolios, handling high-volume customer interactions, and staying ahead of rapidly evolving technologies, generic CRMs just don’t cut it. That’s where HERO® CRM comes in, a solution built specifically for telecom by people who understand telecoms.
If you’re new to the world of telecom CRM software or just need a quick refresher on what it does and why it’s revolutionary, scroll down to our FAQ section for a crash course. But if you’re ready to discover why HERO® CRM is the ultimate sidekick for telecom businesses, keep reading.
TL;DR
- What is telecom CRM software? CRM in telecom refers to software specifically designed to help telecom operators and service providers manage customer interactions, automate workflows, and optimise service delivery.
- What are the main challenges of telecom companies with traditional CRM? The main challenges of traditional CRMs include poor integration with existing telecom systems, a lack of omnichannel support for telecom-specific interactions, lack of real-time customer data or network insights and poor scalability.
- Why is HERO® CRM the best CRM for telecom companies? With HERO® CRM, telecom providers can enhance customer interactions, improve service delivery, and automate complex workflows, ensuring a competitive edge in the constantly-evolving telecom industry.
- What are the key features offered by HERO® CRM? The key features include a line-up of necessary features real-time dashboard, customer and customer support ticketing system, to Product Catalogue Management, eSIM & DID Numbers Stock Management, and Referral & Promo Codes Management.
The Problem: Why Traditional CRM Software Doesn’t Cut It for Telecoms
Telecom providers operate in one of the most complex and demanding industries, requiring specialised tools to manage customer relationships, billing, and network operations. Yet, many still rely on generic CRM software that isn’t built for the intricacies of telecom. While these solutions may work for standard businesses, they fall short when applied to telecom-specific needs. This raises a key question: what is CRM in telecom, and why does it need to be different?
Common Pain Points with Generic CRM’s
Lack of integration with telecom systems – Most CRMs aren’t designed to work with telecom-specific platforms like billing systems, provisioning tools, or network monitoring solutions, leading to disconnected workflows and inefficiencies.
Limited omnichannel support – Telecom customer interactions span multiple channels, from calls and emails to chat apps and self-service portals. Without omnichannel capabilities, businesses struggle to provide seamless support.
No real-time customer data or network insights – In telecom, real-time visibility is crucial for monitoring network performance, identifying service disruptions, and offering personalised customer support. Traditional CRMs lack this functionality.
Poor scalability – As telecom providers grow, they need a CRM that scales with them. Generic solutions often fail under increased demand, forcing companies to invest in costly workarounds.
This is where a purpose-built telecom CRM software like HERO® CRM makes all the difference.
Introducing HERO® CRM: A Telecom CRM That Actually Works
Meet HERO® CRM, the telecom CRM software designed to do what generic CRMs can’t. Built specifically for telecom providers, HERO® streamlines operations, enhances customer experiences, and drives revenue growth. Unlike one-size-fits-all solutions, HERO® CRM is engineered with industry-specific features that tackle the unique challenges telecom businesses face every day.
HERO® CRM isn’t just another CRM; it’s a game-changer. From seamless integration with telecom systems to advanced tools for managing customer interactions, HERO® CRM empowers providers to deliver faster support, better customer insights, and scalable operations. Whether you’re handling high-volume customer queries, monitoring network performance in real-time, or expanding your telecom offerings, HERO® CRM adapts to your needs effortlessly.
What makes HERO® CRM stand out? Keep reading to explore its powerful features and see how it transforms telecom operations.
Key Features That Make HERO® CRM the Best Telecom CRM Software
Designed to tackle the unique challenges of MVNEs and MVNOs, HERO® CRM provides a powerful suite of tools tailored for subscriber management, telecom operations, and business growth. From multi-tenant management to real-time analytics, HERO® ensures that telecom businesses have full control, visibility, and scalability in one intuitive platform.
Multi-Tenant Overview (MVNE Exclusive Feature)
Managing multiple MVNOs shouldn’t be a challenge. HERO® CRM’s multi-tenant architecture empowers an MVNE platform to oversee multiple MVNOs and resellers within a single, centralised platform.
- Full data privacy and access control, ensuring MVNOs only have visibility into their own data.
- Seamless switching between MVNO accounts for subscriber management, stock monitoring, and operational insights.
- Effortless scaling allows MVNEs to expand their network without operational bottlenecks.
MVNO Management & Onboarding (MVNE Exclusive Feature)
Bringing new MVNOs on board is easier than ever with HERO® CRM’s automated onboarding tools.
- Fast-tracked setup with instant access to APIs, authentication keys, and platform configurations.
- Intuitive management tools for role assignments, account updates, and performance monitoring.
- Ongoing support to ensure MVNOs have everything they need to operate successfully.
Real-Time Dashboard
Data-driven decision-making starts with real-time insights. HERO® CRM’s dashboards provide an interactive, customisable view of critical telecom data.
- MVNE Dashboard – Aggregated insights into multiple MVNOs, tracking subscriber growth, stock levels, and plan performance.
- MVNO/Individual Dashboard – Focused analytics for each MVNO, with deep insights into subscriptions, stock, and revenue trends.
- Customisable charts, filters, and interactive elements to visualise trends and optimise operations.
Customer Management & Subscription Lifecycle Control
Our telecom CRM software simplifies subscriber management by offering a centralised system for controlling the entire customer lifecycle.
- Effortless assign plans, upgrades, downgrades, and renewals.
- Real-time insights into activation status, plan history, and customer interactions.
- Enhanced customer support capabilities, with instant access to subscriber details for faster issue resolution.
Customer Support Ticketing System
Deliver seamless customer support with a built-in, structured ticketing system.
- Centralised ticket handling for MVNE-to-MVNO and MVNO-to-end-customer interactions.
- SLA tracking, prioritisation, and real-time issue resolution to maintain high service standards.
- Improved customer satisfaction through structured workflows that eliminate delays.
Product Catalogue Management
Keep telecom offerings organised and up to date with HERO® CRM’s flexible product management system.
- Easily manage eSIM data plans, voice packages, and other telecom services.
- Simple updates and customisation for product availability and pricing.
- Streamlined catalogue structure to ensure a smooth sales and provisioning process.
Order Management for Full Order Lifecycle Control
From purchase to fulfilment, HERO® telecom CRM software provides a complete order management solution.
- Track customer orders in real-time, ensuring full visibility over the entire process.
- Automate workflows to reduce processing delays and optimise order fulfilment.
- Enhance transparency in order tracking, reducing the risk of errors and inefficiencies.
Content Management System (CMS) for Digital Platforms
MVNOs can take full control of their digital presence with an integrated content management system.
- Easily update websites and mobile apps with promotions, branding materials, and customer communications.
- Real-time editing of text, images, and videos to maintain brand consistency.
- Simple, intuitive interface that eliminates the need for external content management tools.
eSIM & DID Numbers Stock Management
Stock tracking for eSIMs and DID numbers is simplified with real-time inventory visibility.
- Accurate tracking of eSIM and DID stock levels across multiple MVNOs.
- Efficient stock distribution from MVNEs to MVNOs.
- Eliminates stock shortages with proactive inventory management.
Referral & Promo Codes Management
Boost customer loyalty in telecom and acquisition with HERO® CRM’s built-in referral and promo system.
- Run customer loyalty campaigns, offering referral rewards and promotional discounts.
- Encourage customer growth through referral incentives.
- Track and analyse campaign performance to optimise marketing efforts.
User Management with Role-Based Access Control
Ensure secure platform access with role-based user management.
- Create and manage user accounts for MVNEs and MVNOs.
- Granular role-based permissions, allowing controlled access to different modules.
- Authentication features like two-factor authentication (2FA) for enhanced security.
Reports & Analytics for Smarter Decision-Making
Mobilise’s telecom CRM software provides deep, data-driven insights to help telecom providers make smarter business decisions.
- Generate detailed reports on subscribers, stock levels, product performance, and revenue trends.
- Customisable filters to segment data by MVNO, plan, or time period.
- Export reports for further analysis, ensuring data-backed business strategies.
Help & Support Module (FAQ, Tutorials, API Documentation)
Empower MVNOs and telecom teams with an intuitive self-service hub.
- Access FAQs, video tutorials, and API documentation for quick troubleshooting.
- Reduce dependency on direct support, enabling faster issue resolution.
- Streamline onboarding with step-by-step guidance for new users.
Why HERO® CRM Is the Right Choice for Telecom Operators
Choosing the right CRM is crucial for telecom providers looking to deliver exceptional customer service in telecom industry, streamline operations, and drive business growth.
With HERO® CRM, telecom providers can enhance customer interactions, improve service delivery, and automate complex workflows, ensuring a competitive edge in the fast-evolving telecom landscape.
HERO® CRM comes with all of our white label solutions and the MVNE platform. For more information, check out the HERO® Product Brochure.
A More Personalised Customer Experience
Customers expect tailored experiences, and HERO® CRM delivers by centralising customer data, preferences, and usage insights to enable highly personalised services.
It also enables telecom providers to offer personalised recommendations, customised offers, and targeted support based on a user’s preferences, usage patterns, and history. Whether suggesting the right data plan or offering an upgrade at the perfect moment, HERO® CRM helps providers build stronger customer relationships.
Seamless Support Across Multiple Channels
Today’s customers expect support on their preferred channel, whether it’s phone, chat, email, or social media. HERO® CRM keeps all interactions unified with omnichannel support, so users never have to explain their issue multiple times.
Our automated ticket creation and prioritisation mean that urgent queries are handled first, and no customer is left waiting. Even during high-demand periods, HERO® CRM ensures that service teams stay responsive and efficient.
Improved Service Delivery and Reduced Downtime
Service disruptions and network issues can damage customer trust. Our telecom CRM software helps telecom providers stay ahead of problems, by tracking, managing, and automating service tickets, HERO® CRM ensures that network issues or technical problems are addressed quickly, preventing prolonged disruptions.
Along with predictive analytics, HERO® CRM can detect potential service issues before they escalate. Whether it’s preventing network failures or alerting customers about data overuse, proactive support keeps users satisfied and reduces churn.
Final Thoughts: See HERO® CRM in Action
HERO® CRM isn’t just another CRM – it’s built for telecom businesses by telecom experts who understand the unique challenges of the industry. Whether you’re an MVNE managing multiple MVNOs or an MVNO looking to scale, HERO® CRM gives you the tools, automation, and real-time insights to streamline operations, enhance customer experiences, and drive business growth.
But don’t just take our word for it. See HERO® CRM in action! Book a demo today and discover how it can transform the way you manage subscribers, optimise service delivery, and future-proof your telecom business, all while working to improve telecom app engagement rate.
Telecom CRM Software – FAQ
What is CRM in telecom?
CRM (Customer Relationship Management) in telecom refers to software specifically designed to help telecom operators and service providers manage customer interactions, automate workflows, and optimise service delivery. Unlike generic CRMs, telecom CRM solutions integrate with billing systems, network management tools, and customer support channels, enabling a seamless, data-driven approach to customer engagement.
What are the advantages of CRM in telecom industry?
A telecom CRM offers several key advantages that enhance operational efficiency and customer experience:
- Centralised Customer Data – Provides a 360-degree view of customer interactions, usage patterns, and service history for personalised support.
- Omnichannel Support – Unifies customer interactions across phone, email, chat, and social media, ensuring consistent and efficient service.
- Automated Workflows – Reduces manual processes by automating subscriber onboarding, billing, and customer support ticketing.
- Real-Time Insights – Enables data-driven decision-making with dashboards and analytics on subscriber activity, network performance, and revenue trends.
- Scalability – Adapts to growing telecom businesses, allowing MVNEs and MVNOs to manage increasing customer bases and expand service offerings with ease.
What’s the role of CRM in telecom industry?
A telecom CRM plays a critical role in managing and optimising customer relationships, ensuring telecom operators can:
- Deliver personalised experiences by tailoring offers, promotions, and services based on customer data.
- Improve customer retention in telecom by proactively resolving issues and offering timely support.
- Enhance operational efficiency by integrating billing, provisioning, and network monitoring into a unified system.
- Increase revenue by automating upselling and cross-selling opportunities, ensuring customers are offered the right plans and services.
What’s the importance of CRM in telecom industry?
A telecom CRM is essential for staying competitive in a fast-evolving industry where customer expectations are higher than ever. It helps telecom businesses:
- Reduce churn by providing proactive customer support and ensuring service reliability.
- Boost customer satisfaction with quick response times and seamless omnichannel interactions.
- Optimise internal processes by automating customer management, billing, and ticketing workflows.
- Drive business growth by enabling better decision-making with real-time analytics and creating scalable customer management solutions.
