Track B · CRM / BSS

Organize your Telco.

Replace disconnected customer, catalogue, address, invoice, and support tools with one modular operating model—from the offer you sell to the service and care history the customer sees.

Watch the workflow Drive ISP sales

Shared operating model Sell · serve · bill

PRO

Products, addresses, customers, contracts, invoices, orders, and care stay connected rather than copied between systems.

01 Define the catalogue Model products, versions, technologies, speeds, tariffs, and mappings in Prime Product. Done when: the go-live catalogue is accepted
02 Establish the address truth Load buildings, apartments, coverage, technology, and rollout state in Prime Property. Done when: pilot addresses return the correct plant state
03 Configure the commercial path Set up companies, cost centers, tariffs, billing cycles, and payment handling. Done when: a test invoice and payment path work
04 Own the customer relationship Use Prime CRM for customers, contacts, relationships, and service contracts. Done when: the customer and care workflow works
05 Open digital ordering Connect catalogue and coverage to the Prime Order Portal. Done when: address check → correct offer → order works
06 Enable self-care Expose invoices, account changes, support, and upgrades in the customer portal. Done when: a customer can complete agreed self-service journeys
07 Route operational work Connect care, NOC, portal, and field requests through Prime Ticket. Done when: ownership and routing are accepted

What to prepare

One data chain across the customer lifecycle.

Each app has a clear owner and scope. The value comes from keeping the handoffs on shared records rather than integrating another set of silos.

Offer and eligibility

Versioned products and tariffs
Technology and speed mappings
Address-level coverage and rollout state

Customer of record

Customers, contacts, and relationships
Contracts and active services
One context for sales, care, and billing

Billing and collection

Companies, cost centers, and billing cycles
Invoices, payments, and credits
Overdue and dunning when required

Digital acquisition

Lead → opportunity → contract
Availability-led online ordering
No retyping between sale and fulfilment

Care and self-service

Guided agent interactions
Invoices, account changes, and upgrades
Customer and agent views on the same records

Operational follow-through

Care, NOC, and field tickets
Document and communication history
Clear owners and statuses after the sale

Connected workflows

See the handoffs that make CRM / BSS more than a database.

The Sales walkthrough shows the path from prospect to contract. The Customer Care recording shows how the resulting customer context is used after the sale.

Prime Sales Kanban funnel with configurable opportunity stages and weighted totals — **Lead → opportunity → contract**Qualification, pipeline stages, forecasting, and conversion into the service contract.

Customer Care workspace with customer context, guided action tiles, and interaction history — **Customer Care UI**German-language walkthrough of customer context, guided care actions, and history. Published June 2026.

Prime Sales panel for converting a won opportunity into a service contract — **Opportunity → Contract**Customer, address, and offer lines carried into the operational contract.

Prime Property building record with address data and related apartments, contracts, and tickets — **Address context**A building links plant, apartments, contracts, and tickets. Archive capture from 2020.

Apps in this journey

Core first, adjacent apps when the process needs them.

The first seven entries follow the canonical Track B dependency order. Sales, Customer Care, and Overdue extend acquisition, service, and collection; Marketing remains a catalog concept whose current capabilities live in neighbouring apps.