Next-Gen CRM for MVNOs: Unified Customer Management, Support & Automation

In today’s telecom industry, MVNOs operate in a fast-paced, service-centric environment where customer expectations are higher than ever. Staying competitive means going beyond traditional CRM tools — it requires an integrated system that seamlessly connects communication, support, and customer data in one intelligent platform.

That’s where Delabyte CRM comes in. Purpose-built for MVNOs, Delabyte CRM combines real-time chat and call handling, a smart support ticketing system, advanced customer data management, and AI-powered automation. The result? A CRM that not only handles customer issues efficiently but actively enhances the support experience for both agents and subscribers.

In this article, we’ll walk through the core features of Delabyte CRM — supported by four step-by-step video tutorials — and show how it transforms everyday operations for MVNOs. Whether it’s handling tickets faster, offering instant messaging via Facebook or WhatsApp, or gaining insight into customer interactions, Delabyte CRM gives your team the tools to deliver next-level support.

Real-Time Chat Support with Smart Integrations

Delabyte CRM makes real-time communication with customers easy and flexible. Support agents can respond to incoming messages from a variety of channels — including the self-care platform, WhatsApp, Facebook, and other social apps — all within one unified chat interface.

When a customer starts a chat, the system automatically creates a support ticket and links it to the chat session. This allows agents to immediately access the customer’s history and any ongoing or previous issues through the interactions widget, giving full context before responding.

Agents can respond directly in the chat, while the system keeps both the agent and customer synced across platforms. If a customer replies via the self-care app, agents see it instantly in the CRM — and vice versa.

The chat view also includes a customizable widget area that displays customer information, payment profiles, and service details, making it easy for agents to personalize their support.

Delabyte CRM also features Bell AI, an intelligent assistant that analyzes chat content and suggests appropriate replies. Agents can select from smart suggestions based on internal knowledge, saving time and ensuring accurate, consistent communication.

In cases where issues persist, agents can escalate chats to second-level support. Bell AI automatically summarizes the conversation and pre-fills the wrap-up ticket form based on the chat content. This reduces manual entry and helps ensure follow-ups are fast and well-informed.

Watch the full walkthrough in the video: “How to Manage Chat Functionality in DELABYTE CRM | for MVNOs.”

Integrated Call Management for Seamless Voice Support

With Delabyte CRM, voice calls are handled with the same flexibility and efficiency as chat. When a customer calls, the system automatically pulls up their profile and opens the call detail page, which mirrors the layout and features of the chat interface.

Agents can place calls on hold, resume conversations, and end calls — all from within the CRM. The interface provides real-time information about the customer on the left side and call-specific data on the right. This layout gives agents a full overview of the situation without needing to switch tabs or tools.

Calls, like chats, are linked to support tickets. Agents can use the edit ticket feature to adjust ticket details during a call — such as changing priority or category — without interrupting the conversation. Once the call ends, a wrap-up ticket form automatically appears, with AI-assisted content suggestions to speed up the resolution process.

This seamless call handling ensures that voice support remains an integrated part of the customer service workflow, enabling consistent experiences across all channels.

Watch the full walkthrough in the video: “How to Manage Calls in DELABYTE CRM | for MVNOs.”

Smart Ticketing System with Automation and Templates

The support ticketing system in Delabyte CRM is designed for flexibility, automation, and control. Agents can easily edit tickets to change titles, add or remove tags, adjust status and priority, reassign to another agent, or categorize by issue type.

The ticket comment section allows for contextual updates — when a comment is added with modified values, the system updates the ticket’s status and metadata automatically. This speeds up workflows and eliminates repetitive edits.

The ticket overview dashboard gives support leads and agents access to real-time ticket metrics including total tickets over time, distribution by status, priority levels, and categories. These insights help teams prioritize and adjust based on current trends.

Creating tickets is even faster with ticket templates. Agents can predefine common issues and save templates with preset fields such as title, description, category, and assigned agent. These templates can be reused to quickly generate new tickets, reducing response time and improving consistency.

The CRM also allows agents to manage multiple views at once — chats, tickets, and calls can be docked and navigated via tabbed widgets. This multitasking-friendly interface boosts productivity, especially for teams juggling many customer issues at once.

Watch the full walkthrough in the video: “How to Manage Support Tickets in DELABYTE CRM | for MVNOs.”

Comprehensive Customer and Subscription Management

Managing customer relationships goes beyond support — it requires access to accurate, actionable customer data. Delabyte CRM enables MVNOs to view and manage complete customer profiles with just a few clicks.

Using the CRM’s search functionality, agents can locate a customer and open their customer detail page. From here, they can view and edit core information like identity, contact details, address, and account history.

Customer records are enriched with subscription data. Each subscription is accessible in detail — showing tariff plans, quotas, bundles, and SIM information. Agents can activate or remove bundles in real-time, or perform SIM swaps directly from the interface.

The layout is fully customizable. Agents can drag, drop, resize, and rearrange information widgets to match their workflow. This flexibility ensures that every support agent has a workspace tailored to their specific tasks.

Delabyte CRM also includes built-in layout reset and locking features to help manage screen arrangements across large teams.

Watch the full walkthrough in the video: “How to Manage Customers/Subscriptions in DELABYTE CRM | for MVNOs.”

Advanced Tools for Intelligent Support and Control

Beyond core communication and ticketing features, Delabyte CRM provides advanced tools that elevate the MVNO support experience.

The customizable alert system allows teams to configure smart, rule-based alerts using an intuitive node builder. Whether it’s notifying customers of frequent network outages or flagging repeated issues, alerts can be triggered proactively based on predefined logic or AI-driven pattern detection.

For example, if multiple tickets come in reporting a similar problem in a short timeframe, the CRM can automatically alert users before they even reach out — via banners, in-app notices, or pre-call voice messages. This reduces incoming volume while improving transparency.

The CRM’s permissions and access control system lets administrators define granular roles and capabilities. This ensures every user has the exact tools they need — no more, no less — across customer service, support, technical, and managerial teams.

Agents and supervisors also benefit from a unified interactions timeline, which logs every chat, call, ticket update, and subscription change. This detailed view of customer engagement improves context awareness and makes handoffs between agents seamless.

Finally, integrated analytics and reporting dashboards provide actionable insights across all areas of the CRM — from individual agent performance to issue trends and service-level metrics.

Together, these tools enable MVNOs to deliver more intelligent, responsive, and efficient support at scale.

Below is an example workflow from our customizable alert system.

Ready to Transform Your MVNO with Smarter CRM?

Delabyte CRM is more than just a support tool — it’s a comprehensive, intelligent platform that empowers MVNOs to manage customer interactions with precision and agility. By bringing chat, voice, tickets, subscriptions, and analytics together in a single workspace, your team gains the insight and flexibility needed to meet modern customer expectations.

Whether you’re scaling operations, improving agent workflows, or reducing ticket resolution times, Delabyte CRM is built to support you every step of the way.

Want to see it in action? Watch the video tutorials above or get in touch with our team for a personalized demo.

Let Delabyte help you deliver support that’s faster, smarter, and always one step ahead.