The Challenge

A mid-sized Internet Service Provider (ISP) serving 10,000+ subscribers faced critical bottlenecks in daily operations.

  • Manual Subscriber Provisioning: New customer activation required multiple steps across disconnected systems, leading to delays of 24–48 hours.

  • Fragmented Billing: Multiple software tools handled invoicing, payments, and renewals, causing errors, duplicate records, and revenue leakage.

  • Network Troubleshooting Delays: Customer complaints about slow speeds or outages often required escalations, since support lacked centralized visibility.

  • High Operational Overheads: Teams were spending hours daily on repetitive tasks like invoice generation, usage tracking, and manual reporting.

The result? Inconsistent customer experience, rising churn rates, and stagnant growth.

 

The Solution: Xonware ISP Management System (XIMS)

XIMS was deployed as the centralized operational backbone of the ISP.

  • Automated Subscriber Onboarding

    • One-click provisioning with integrated KYC & mobile OTP validation.

    • Customer accounts activated instantly, reducing manual dependency.

  • Smart Bandwidth & Policy Management

    • Dynamic QoS policies ensured fair usage and improved network utilization.

    • Automated bandwidth reallocation optimized underutilized resources.

  • Unified Billing & CRM

    • Automated invoicing with integrated payment gateways (UPI, Cards, Net Banking).

    • Real-time CRM dashboard for tracking payments, renewals, and support tickets.

  • Device Auto-Provisioning (TR-069 ACS)

    • Routers and ONUs configured remotely, reducing field technician visits.

    • Firmware upgrades and parameter monitoring fully automated.

  • Operational Intelligence Dashboard

    • Live network analytics with AI-driven alerts for anomalies.

    • Predictive reporting enabled proactive issue resolution before customer complaints.

 

The Impact (Quantifiable Gains)

  • 60% Reduction in Service Activation Time

    • From 48 hours → to less than 6 hours, thanks to automation.

  • 40% Reduction in Operational Costs

    • Manual billing, reporting, and provisioning staff requirements decreased.

  • 70% Faster Troubleshooting

    • Centralized dashboards allowed support teams to resolve issues in minutes, not hours.

  • 20% Increase in Network Utilization Efficiency

    • Automated QoS policies optimized bandwidth distribution across subscribers.

  • Enhanced Customer Experience

    • Self-care portals empowered customers to check usage, pay bills, and request upgrades without calling support.

    • Customer churn rate dropped by 15% within six months.

 

The Result

XIMS transformed the ISP’s operations into a lean, highly efficient, and scalable engine:

  • Teams shifted from repetitive manual tasks to strategic growth initiatives.

  • Customers enjoyed faster service activation, fewer downtime’s, and transparent billing.

  • The ISP scaled confidently from 10,000 to 21,000+ subscribers without proportional increases in manpower or costs.