Customer Self-Service App

Give subscribers a phone-first front door

Most ISP support load is repetitive: "what's my balance," "did my payment go through," "how much data have I used," "I need to open a ticket." Every one of those is a phone call or a WhatsApp message that a self-service app could answer — if the app actually reflected the same account, plan, and usage data the operator sees internally.

The Customer Self-Service App is a phone-first, operator-branded app for an ISP's subscribers. It reads from the same canonical customer state as the operator console, so what a subscriber sees — plan, balance, usage, invoices, tickets — matches what support sees, instead of drifting into a separate disconnected portal.

This is in beta. The account, plan, balance, usage, payment, and support features are live today. The CPE and device-control features are still demo-stage and clearly labeled below — we would rather ship an honest scope than promise device control that is not yet wired.

Branded to the operator, tied to the CRM

The app is the subscriber-facing surface of the operator's account — distinct from the operator-facing ISP CRM, which is where staff work the same records. The subscriber gets a least-privilege session that reuses the CRM identity, so there is no second customer database to keep in sync:

• Phone-first UX, built for the device subscribers actually use.
• Email magic-link sign-in — no password to reset or leak.
• A least-privilege customer session scoped to that subscriber's own account, reusing the canonical CRM identity rather than a parallel login system.
• Operator branding, so it is the ISP's app, not a generic third-party portal.

Live today vs coming soon

Account, billing, usage, and support are shipping. Device control is on the roadmap and currently demo/local only — not yet wired to real CPE actions.

What "live today" actually delivers

The shipping features close the highest-volume support loops:

• Plan and balance — the subscriber sees their package, service state, and what they owe without calling in.
• Real-time data usage — usage is drawn from the collector's subscriber traffic data, so the number in the app is the operator's number, not an estimate.
• Pay — invoices and payments are in-app, which moves collection earlier and cuts "did my payment land" tickets; this pairs with ISP payment collection software.
• Support — subscribers open tickets in-app, converging into the same support timeline staff work from, alongside WhatsApp ticketing for ISPs.

What's on the roadmap

The CPE controls are the natural next step, and they are the ones that need the most care because they touch the subscriber's live connection. Today they exist as a demo/local mock so the experience can be designed and reviewed — they are not yet connected to real device control:

• Wi-Fi password change — let a subscriber rotate their SSID password from the app.
• Pause / resume service — a subscriber-initiated, operator-bounded service hold.
• Parental controls — schedules and category controls on the home network.
• In-app speed test — a guided throughput check tied to the subscriber's line.

These will follow the same controlled-action discipline as the rest of the platform — previewed, permission-bounded, and audited — before they leave demo.

Where the subscriber app fits

The Customer Self-Service App is the subscriber-facing front door to the same records your team works in the ISP CRM. It moves collection earlier through ISP payment collection software and converges support requests into the same timeline as WhatsApp ticketing for ISPs — one customer identity, seen the same way by the subscriber and the operator.