CRM for internet providers: Increasing user satisfaction by 36% with revamped UI/UX

Project overview
For Internet service providers (ISPs), managing customer relationships requires more than staying on top of the interaction history, invoicing, billing, and subscription management. They must also track data usage and bandwidth consumption, quickly identify provisioning issues, and manage network operations.
That’s why multi-purpose CRM systems simply don’t cut it for an internet service provider, no matter how versatile and convenient their customer management features may be.
Camyno recognized these challenges. To help ISPs overcome them, the Germany-based company created a CRM designed specifically for internet providers and tailored to their needs.
However, the first iteration of the CRM system’s UI/UX received a lukewarm response. Data visualizations showed a substantial lag, and the customer database was difficult to navigate. The interface could have been improved on mobile devices, too.
That’s why Camyno turned to us with a request to redesign the interface and improve data visualizations.
Services


Challenges
The CRM system’s UI/UX needed a redesign to be fully responsive and intuitive, improving customer experience and securing better business outcomes.
The main challenge was ensuring the system’s interface met the needs and expectations of both ISPs and their customers. Overcoming this challenge required thorough research of ISPs’ workflows, processes, and sources of friction.
Implementing fast, intuitive data visualizations represented another challenge. Analytics dashboards had to remain convenient for users and provide an appropriate level of detail for user needs. They also had to show minimum lag and response time to provide real-time insights to the ISPs.
The discovery phase revealed the following needs and requirements that informed our project planning and work:
Strategic business needs
01 Redesign the CRM system’s UI/UX for better intuitiveness, convenience, and performance
02 Ensure the CRM system is fully responsive across devices and platforms
03 Improve the CSAT score by at least 25% following the UI/UX redesign
04 Improve the tangible value delivered to ISPs by increasing their NPS scores, lowering customer churn, speeding up incident response, etc.
Technical requirements
01 Conduct extensive user research to inform the UI/UX redesign
02 Redesign the information architecture, user flows, and user interface
03 Implement real-time data visualizations for network management and incident response
04 Increase the task success rate by at least 25%
05 Decrease time on task by at least 30%
06 Reduce the latency and response time by at least 10%
07 Decrease user error rates by at least 30%
Our human-centered design methodology will drive up user satisfaction and help you deliver better value to your customers.


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Solutions
To deliver a truly user-centered UI/UX redesign, we invested our time and effort into researching the CRM system’s users: internet service providers and their customers. Based on this research, during which we analyzed ISPs’ workflows and standards, we identified the main expectations and sources of friction that informed our interface design.
Our fully responsive redesign included 30+ screens. Based on multiple rounds of user testing, we tested and improved our wireframes and prototypes in iterations. As a result, our redesign decreased time on task by 59%, increased the task success rate by 41%, and reduced user error rates by 36%.
We then implemented changes using Angular and D3.js. Our efforts in improving the data visualization performance reduced latency and response time by 21%.
The final solution includes:
- Customer database management
- Dynamic data visualizations for network monitoring and management
- Customizable analytics dashboard
- Customer portal



Complete UI overhaul
Our research revealed that information overload was the main source of dissatisfaction with the CRM system’s previous UI/UX design. So, we revamped the whole interface, creating streamlined information architecture, wireframes, and prototypes for 30+ screens with simplified, convenient user flows.
Our efforts paid off. Our redesign made navigating the system and working with data much easier for users. This enabled a 36% CSAT increase among the CRM system’s users, powered by faster time on task and lower user error rates.

Fully responsive design
In line with our client’s requirements, our 30+ screens included responsive interface design variations. We optimized layouts for various screen sizes to ensure the CRM system remains easy to use on both desktop and mobile devices.
Our responsive interface, powered by Angular and D3.js, enabled both ISPs and their customers to use the CRM system on the go. Internet provider customers in particular praised the convenience of it, which contributed to a 31% increase in the NPS scores of the ISPs that adopted Camyno.

Dynamic real-time data visualizations
Data visualizations also required a complete overhaul, not just to facilitate working with data but also to improve their performance.
We redesigned the analytics dashboards to ensure users can quickly grasp all key activity metrics across the whole network or in individual customers’ cases. These metrics included connection status, bandwidth consumption, data usage, and network performance across multiple servers and networks.
Thanks to our intuitive graphs, charts, and widgets, ISPs could quickly identify and respond to incidents. In fact, early adopters reported a 43% increase in incident response speed thanks to the CRM system.

Intuitive customer database workflows
Of course, the CRM system also had to provide robust customer management capabilities. We designed and implemented a streamlined table view to facilitate working with the customer database. Its entries can be easily filtered, sorted, and customized according to the user’s needs.
At the same time, ISPs can view individual customer details in easy-to-navigate profiles. Our streamlined layout enabled users to quickly locate relevant information like connection status and interaction history, removing another source of friction from user flows.
Thanks to comprehensive customer management tools, ISPs using Camyno reduced customer churn by 17% and sped up customer onboarding by 32%. Early adopters also reported a 31% increase in their NPS scores thanks to faster response time and better customer experience.

Customizable dashboards
While internet providers’ CRMs needs are similar, no two ISPs have identical workflows. So, we ensured that each ISP can customize dashboards to maximize the system’s data visualization and CRM capabilities.
Our customization options were also among the most commonly praised features of the redesigned CRM system, helping it secure a 36% CSAT score increase among ISPs.

Customer portal
Finally, the CRM system allows ISP customers to view their personal data, as well as their connection status, network provisioning devices, and their IP addresses. All the technical data is organized in an easy-to-grasp layout with a clear information hierarchy to avoid overloading customers with information.
Thanks to our multiple redesign iterations, ISP customers can now easily navigate this data, as proven by a substantial decrease in the time on task during our testing.
Tech stack
Impact
Our UI/UX redesign and data visualization enhancements helped our client secure a number of improvements, including:
We’ll remove friction from your user flows and improve real-time data visualizations’ performance based on extensive user research and iterative testing.


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