Use IT Telecoms

The challenge: a growing telecoms provider outrunning its tools

Use IT Telecoms are a Lancashire telecoms provider, part of the Use-IT family and trading since 2008. They sell business-grade connectivity, cloud voice and contact centre services to UK enterprises, backed by a 99.99% uptime SLA and UK-based support. The business had grown well beyond the tools running it. The public website did not reflect the quality of the service or bring in the right enquiries. Behind the scenes, the day-to-day work was spread across separate systems that no longer talked to each other: billing customers for what they used, chasing payments, provisioning services and answering support.

They needed two things at once. A marketing site that wins the right enquiries and reads as the enterprise-grade partner they are, and a single platform behind it to run the business end to end, from a new lead to a paid, call-rated invoice.

What we built: a marketing site and the CRM that runs the business

We designed and built Use IT Telecoms a complete platform on Laravel: a fast, credible marketing website on the front, and a bespoke telecoms CRM behind it that runs sales, billing, support and the customer's own portal. One system, one source of truth, from first enquiry to recurring revenue.

The shop window

• A marketing site built to convert. A clean, confident site across the three service pillars, connectivity, cloud voice and contact centre, with the trust signals an enterprise buyer looks for front and centre: the 99.99% uptime SLA, Ofcom registration, 8x8 certified partner status and UK-based support. Every call to action routes to a quote or a specialist.
• Enquiries that arrive ready to work. The contact and quote forms feed straight into the CRM as leads, tagged by the service the prospect asked about, so sales pick them up in the same system they will bill them from later, with no copying between inboxes and spreadsheets.

The engine room

• Telecoms billing software shaped around how they actually bill. Clients, contacts and recurring services live in one place, with call records imported and rated against their own tariffs, so a customer is billed accurately for exactly what they used. Bundle allowances, recurring charges and one-off items all land on the same invoice.
• Billing that runs itself. Recurring invoices are generated in batches rather than by hand, with credit notes, payment allocation and card and direct debit collection built in, plus clean exports to their accounting software so finance is never rekeying.
• The whole operation in one system. Support tickets with SLA tracking and satisfaction surveys, provisioning and number porting, purchase orders and stock, resellers with commission and margin, spend alerts and usage statements, all reporting into one place, with an audit trail, roles and permissions and two-factor sign-in over the top.
• A self-serve portal for their customers. Use IT's clients get their own login to see and download invoices, review their services and call usage, and raise support tickets, which takes routine questions off the team.
• A clean move off the old system. We imported their existing accounts, recurring services and invoices from their previous billing platform, so they went live with their real book of business intact rather than starting from a blank sheet.

Built to be found

The marketing site is built to rank for how enterprises actually search. Rather than a handful of generic pages, it ships a dedicated landing page for each sector Use IT serves and each cloud voice feature they offer, fourteen in all, every one with its own title, meta description, focused intro and a real FAQ section written to answer a buyer's actual questions. Those sector and feature pages carry structured data that describes the service, its answers and its place in the site, the kind of markup search engines and AI answer engines read to understand and quote a page. The payoff is a site that can show up for a specific need, a leased line for a law firm or call recording for a contact centre, rather than only for the company name.

Common questions

Should a telecoms company build its website and CRM together?

The handover between them is where telecoms businesses usually lose time and money. When a website enquiry becomes a CRM lead, and that lead becomes a billed, call-rated service, all inside one system, nothing is rekeyed and nothing falls down the gap between tools.

What is call-rated telecoms billing?

Call records are imported and priced against Use IT's own tariffs and bundle allowances, so every customer is invoiced for exactly what they used, automatically, rather than someone working it out by hand each month.

Can a telecoms team run billing and support in-house?

Yes. Billing runs, invoicing, support, provisioning and reporting are all handled inside the platform by the Use IT team, and their customers self-serve through the portal.

A marketing site that wins the right enquiries and a bespoke telecoms CRM that runs everything behind it, from a new lead to a paid, call-rated invoice, on one platform the team controls.

The result: one platform from enquiry to paid invoice

Use IT Telecoms now run on a single platform that matches the service they sell. The website reads like the enterprise partner they are and feeds real enquiries straight into the business, while the CRM behind it handles the hard part: billing customers accurately for what they used, collecting payment, supporting them and giving them their own portal. Work that used to sprawl across disconnected systems now lives in one place, owned and run by the Use IT team.