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OmniCRM Operations Guide

OmniCRM is Omnitouch's comprehensive BSS/OSS solution for mobile and fixed-line service providers. A complete platform that handles everything from customer onboarding to billing, provisioning, and support - all in one integrated system.

Getting Started​

For Customer Service Staff​

Your first steps:

  1. Learn the interface - Get familiar with navigation and search
  2. Create a customer - Step-by-step customer creation
  3. Add a service - Provision your first service
  4. Process a payment - Handle customer payments
  5. Top-up services - Add credit to customer accounts

Daily tasks:

For System Administrators​

Setup and configuration:

  1. Understand the architecture - System overview
  2. Configure the system - System settings
  3. Create products - Build your catalog
  4. Write playbooks - Automate provisioning
  5. Set up users - Create accounts and assign roles

Advanced topics:

For Customers​

Using the Self-Care Portal:

Quick Task Reference​

I want to...Documentation
Create a new customerCreate Customer
Add a service to a customerAdd Service
View service usage and balancesService Usage
View a service's call/SMS/data recordsCall Detail Records
Process a paymentProcess Payment
Generate an invoiceInvoice Management
Top-up a serviceTop-Up & Recharge
Manage inventoryInventory System
Create a productProduct Lifecycle
Write a provisioning playbookAnsible Playbooks
Set up user accountsRBAC
Enable 2FATwo-Factor Authentication
Search for anythingGlobal Search
Understand the systemSystem Architecture
Use the APIAPI Documentation

Documentation Library​

Essential Reading​

Customer Management​

Support​

Work Management​

  • Boards - Kanban-style work management

Service Operations​

Billing & Finance​

Administration​

Security & Access​

Integrations​

Customer-Facing​

Reference​

What Makes OmniCRM Special?​

OmniCRM brings together all the tools you need to run a modern telecommunications business:

Automated Service Provisioning​

OmniCRM removes manual configuration. It uses Ansible automation to provision services in seconds. The system handles the work automatically when you activate a SIM card, configure customer equipment, or set up a complex bundle.

What it does:

  • Provisions services with a single click
  • Configures network equipment automatically
  • Creates billing accounts in real-time
  • Sends welcome emails and SMS notifications
  • Rolls back automatically if something fails

Learn more about Provisioning | See Ansible Playbooks Guide

Smart Billing & Payments​

Built-in integration with CGRateS provides real-time rating and charging, while Stripe handles payment processing seamlessly.

What it does:

  • Real-time usage tracking and rating
  • Automatic invoice generation
  • Credit card processing via Stripe
  • Prepaid and postpaid billing models
  • Flexible pricing and promotional codes
  • Tax calculation and reporting

Explore Billing Features | Payment Processing | Invoice Management

Complete Customer Management​

Manage customers, contacts, multiple sites, and services with a comprehensive relationship model.

What it does:

  • Track customers, contacts, and service locations
  • Manage multiple services per customer
  • Store custom attributes and metadata
  • Tag customers for organization
  • Complete activity history and audit logs
  • Google Maps integration for site geocoding

Customer Management Guide | Create a Customer | Customer Tags

Inventory Management​

Track and manage all your physical and virtual assets - from SIM cards to routers to IP address blocks.

What it does:

  • Track SIM cards, equipment, and accessories
  • Manage phone numbers and IP address blocks
  • Automated assignment during provisioning
  • Batch import and export capabilities
  • Equipment configuration storage
  • Custom inventory templates

Inventory System Documentation

Customer Self-Care Portal​

Empower your customers with a self-service portal where they can manage their own services.

What customers can do:

  • View services and usage
  • Check balances and data allowances
  • Pay invoices online
  • Download invoices as PDFs
  • Update contact information
  • Top-up their services instantly

Self-Care Portal Guide | Customer Care Features

Enterprise Security​

Built with security at its core, featuring comprehensive authentication and authorization.

Security features:

Authentication Guide | RBAC Documentation | 2FA Setup

Powerful Integrations​

OmniCRM integrates seamlessly with industry-leading services:

  • CGRateS - Real-time billing and rating engine for telecom-grade charging
  • Stripe - Secure payment processing and card storage
  • Mailjet - Professional email delivery with templates
  • Google Maps - Address validation and geocoding for accurate site locations
  • RESTful API - Integrate with your existing systems

API Documentation | Mailjet Integration

Flexible Product Catalog​

Create any type of product offering - from simple standalone services to complex bundles with multiple components.

Product types supported:

  • Standalone - Single services (mobile plans, internet packages)
  • Bundles - Combined offerings (internet + TV + phone)
  • Addons - Supplementary services (data topups, international calling)
  • Promotions - Special offers and discounts

Each product can have its own provisioning automation, pricing rules, and business logic.

Product Lifecycle Guide | Products & Services Concepts

Emergency Broadcast System​

For mobile operators, OmniCRM includes a Cell Broadcast System for public safety alerts.

What it does:

  • Send emergency alerts to geographic areas
  • Multi-language message support
  • Targeting by mobile network operator
  • Compliance with government alert standards

Cell Broadcast Documentation

Powerful Search & Navigation​

Find anything instantly with global search across customers, services, invoices, and more.

Search features:

  • Search across all entities
  • Filter and sort results
  • Quick navigation shortcuts
  • Smart suggestions

Navigation Guide | Global Search

System Architecture​

View Complete Architecture Documentation

Key Concepts​

Understanding Products vs Services​

This is one of the most important concepts in OmniCRM:

  • Product = A template or offering in your catalog (e.g., "Unlimited Mobile Plan")
  • Service = An active instance of a product for a specific customer (e.g., "John Smith's Unlimited Mobile Plan")

When you provision a product, the system uses Ansible automation to create the actual service(s). One product can create multiple services, no services (configuration only), or modify existing services.

Learn more about Products & Services

The Provisioning Magic​

OmniCRM's secret sauce is its automated provisioning system:

The playbook handles everything - from creating accounts in CGRateS to configuring routers to sending welcome emails. And if anything fails, it automatically rolls back.

Deep Dive: Ansible Playbooks | Provisioning System

Billing Made Simple​

Every service generates transactions (charges or credits). These are grouped into invoices and sent to customers. With Stripe integration, payments can be processed automatically.

Billing Overview | Payment Processing

Customer Hierarchy​

Customer (ABC Company)
├── Contacts (John Smith - Billing, Jane Doe - Technical)
├── Sites (Head Office, Branch Office)
└── Services
    ├── Internet - Head Office
    ├── Mobile Plan - John Smith
    └── VoIP - Branch Office

Everything is organized hierarchically, making it easy to manage customers with multiple locations and services.

Customers, Contacts & Sites

Why Choose OmniCRM?​

All-in-One Platform​

Everything you need in a single integrated system - no need to juggle multiple tools or vendors.

Automation First​

Ansible-powered provisioning means services are deployed in seconds, not hours. Reduce errors, save time, increase customer satisfaction.

Flexible & Customizable​

From product definitions to provisioning playbooks to custom attributes - tailor OmniCRM to match your exact business processes.

Built for Telecom​

Designed specifically for service providers with features like CGRateS integration, inventory management, and real-time rating.

Enterprise Security​

JWT authentication, 2FA, RBAC, and complete audit logging ensure your data is secure and compliant.

API-Driven​

A comprehensive REST API means you can integrate OmniCRM with any existing systems or build custom tools.

Get Support​

Documentation Resources​

Need More Help?​

Browse the complete documentation library above or use the global search to find specific topics.

OmniCRM - Complete BSS/OSS for Modern Service Providers

Last Updated: 2025-12-23

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