Loft CRM
The CRM for organisations that run networks.
Customers, the services you deliver to them, and every commitment in between: requests, approvals, fulfilment, outages, cases, SLAs and billing, in one accountable system of record.
One lifecycle
From the request to the statement, nobody wonders whose turn it is.
A service passes through sales, engineering, finance and support. Loft CRM keeps it one thread: each stage has an owner, a result, a reviewer and a handover.
Every commitment starts with a named owner
A subscription request records the customer, offering, site, term and SLA class, with the documents it needs. Its owner stays accountable until it closes.
- Offerings from a versioned catalogue
- Required documents checked before submission
- One owner from start to finish
Approved by someone allowed to approve it
Technical and commercial approvals route to people whose configured authority covers the request, skipping anyone on leave. Nobody approves their own work.
- Authority and limits are configuration
- Separation of duties enforced
- Leave stops assignment, not authority
Fulfilment as owned, reviewed work
Approval creates the delivery work. Each stage belongs to a team, records its result with evidence, is reviewed by someone else and is handed over with a receipt.
- Evidence is a document on the request
- OSS order and circuit references validated
- Blocked work shows what it waits for
Billing starts from what the records hold
Finance starts recurring billing with the BSS account, product, contract and charge already filled in from the records, checks them, and records the BSS reference.
- Prefilled from the customer and contract
- Every reference checked before submission
- Commercially ready, billing requested, billing confirmed
The customer hears it once, correctly
The service notice goes to the customer's eligible contacts on their preferred channel after a second person reviews it, and delivery is tracked per recipient.
- Recipients chosen by role and consent
- Word-for-word text shown before sending
- Delivery outcome kept on the request
From then on, the SLA clock runs
The service is live from its recorded activation date. Outages, cases and maintenance count against its SLA class, and the customer gets monthly statements.
- Availability from recorded outages
- Cases timed in the service's hours
- Statements and renewals on schedule
The product
Everything a network operator promises a customer, kept.
Know every customer, completely
One record per organisation: its sites, the services it subscribes to, its contacts and their preferred channels, contracts and renewal dates, open cases and requests, and what needs attention now..
Deliver what was sold, stage by stage
A new service starts as a request with an accountable owner.
Run outages in the open
An impact is one event (a fibre cut, a power failure) linked to every affected service and customer.
Hold every service to its SLA class
Availability is computed from recorded outages against business hours and holidays, excluding approved maintenance.
Work every case against its clock
Cases are prioritised from impact and urgency, carry response and restoration timers for their SLA class, and keep the customer informed with updates written on the case itself..
Every channel, matched to the contact
WhatsApp, email and calls arrive in one inbox.
Contracts, renewals and transactions
Contracts hold the commercial terms behind each service.
Campaigns, forms and templates, governed
Messages to customers are written from templates, reviewed by someone other than the author, and sent only to contacts whose consent covers the purpose..
Numbers you can open
Dashboards are built from published measure definitions.
How it is built
Accountability is a property of the system, not a policy document.
One owner, always
Every request, case, task and impact names who is accountable and what happens next. Handovers are accepted, not assumed.
Authority is configured
Who may approve what, and up to which limit, is published configuration. The server enforces it; nobody approves their own work.
Every number opens
Each figure on a dashboard comes from a published measure and opens to the records behind it, with its window and time zone stated.
Nothing changes silently
Records are versioned. Two people editing the same thing see a conflict, not a lost change, and every accepted change joins a tamper-evident audit chain.
Learn it by doing it
Step-by-step guides for every role.
Each guide walks one real task in the product, screen by screen, with short videos. Start with yours.
Your first ten minutes
A guided tour of the workspace. Where your work waits, how to find anything, and how a record tells you what happens next.
Know a customer
Read a customer record the way an account manager does: services, contacts and consent, documents, contracts and what needs attention.
Deliver a new service, end to end
Follow one request from submission through approval, fulfilment, billing and the customer notice to closure, and see who owns each step.
See it with your own records.
Open the demo workspace, sign in as any role, and follow a request from submission to closure.