Manage your customers with ease

Yes. gaiia includes a built-in communications layer that sends automated, personalized email and SMS messages based on account events. Common triggers include appointment confirmations, technician-en-route alerts, speed upgrade notifications, payment receipts, and service interruption updates. Message templates are customizable per CSP, and automation rules can be configured to send the right message at the right moment without CSR involvement. All sent communications are logged on the subscriber account for full visibility.

Every piece of equipment in gaiia, including routers, ONTs, CPEs, and add-ons, is tracked at the account level with a full assignment history. CSRs can see exactly what hardware a subscriber has, when it was assigned, its serial number, MAC address, and current status. This eliminates the guesswork during support calls and gives technicians accurate equipment context before they arrive on-site. Equipment can be assigned, unassigned, or swapped directly from the account page or through the Field Service app.

gaiia supports one-click automations for the most common account actions: service activations, plan upgrades and downgrades, speed modifications, cancellations, equipment assignments, and invoice adjustments. Each action triggers the associated downstream steps automatically, updating billing, sending the subscriber a confirmation, and logging the change to the account timeline, without requiring the CSR to update multiple systems or hand off to another team.

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Yes. gaiia's B2B module supports parent-child account hierarchies for managing enterprises, MDUs, hotels, airports, and other multi-site business customers. Each child location has its own account, tickets, and service delivery records, while the parent account provides a consolidated billing and activity view. The module also supports dedicated account manager assignment, contract tracking, and project-based service delivery for ISPs serving commercial clients whose needs go beyond a standard residential account structure.

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gaiia is a unified CSP platform, so customer management is natively connected to both billing and workforce. From a subscriber's account page, a CSR can see the subscriber's current plan and billing status, any outstanding invoices, open support tickets, linked work orders, technician assignments, and equipment history without switching tools. When a CSR creates a work order, it appears in the dispatch queue immediately. When a technician closes a job, the account record updates in real time. Billing changes flow through to the account timeline automatically because everything runs in the same system.

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