UCRM – ISP’s revenue-making platform from Ubiquiti


Hi, my name is Alex Caldas from Ubiquiti
and today I’ll be giving you a quick tour of UCRM.
UCRM is a customer management system designed for internet providers,
but…it’s free, and it has been designed for worldwide usage which means that UCRM allows you to completely customize your system: adjusting the
payment gateways, the currency, or the invoicing and taxation modes to fit your
country, and your customers perfectly. On top of that, UCRM is currently
translated into 11 languages and thanks to our great worldwide community there
are always new translations in the works. This means that not only you—as the
internet provider, but your customers will be able to use UCRM’s extremely
user-friendly interface in a language they are more comfortable with.
Besides the automatic billing and payment sections, other great features
include: traffic shaping, a customizable automatic suspension for customers who haven’t paid, scheduling module, a Client Zone with a ticketing feature,
reporting, and so many more. It will make your life easier
on any network, with any devices. And I don’t know if I’ve said this already, but
it’s free of charge! Ok, so let’s give this UCRM a look,
shall we? Let’s begin with the dashboard, and that is the page I have in front of
me right now. You will always be able to see the most crucial information of your
business on the dashboard as soon as you log in to UCRM. So we have the overview,
which can be expanded to show more information or less, depending who’s
looking at the screen with you. We have the outages, total traffic in past seven days, the top downloaders. Very important: System Status. At a glance you can see how your system is doing right there. Overdue invoices!
Again—actually…so System Status is very important…Overdue Invoices: even more
important! You can actually click on these and it will take you directly to
that particular invoice with all the client information, contact information, etc. We also have unattached payments, job queues… this allows you to… to keep your business organized. And Tickets: so when
customers call in to complain about something, or make a request you will be
able to see all tickets of the business and then My Tickets—of the person who is
signed in at this moment. Let’s say “admin” would be the user signed in. Okay, other areas of UCRM would be the top toolbar. This top bar is always visible
in UCRM no matter where you are. We have the search bar, and the search bar…
it will search not only clients, but also invoices, payments, even the help guide. So
it’s very complete. We also have the question mark, so if I click on that it
will show us the index of all the help guides. And something interesting about
these is that they are inside UCRM. So once you go into one of these articles,
you will be able to click on sections it is sending you to. So let’s say the help
article says “Go to Billing and click on XY and Z”, It will actually show you that. The
bell is for notifications, and if you notice, right now it has a
little yellow circle on it. That means there’s an unread notification. So it
will show all kinds of things, you also have the option of “Show All”, “Mark All as Read”. And then the furthermost clickable icon here is going to be the user name
so: the Account. In Account you’ll be able to change your profile; you can change
your account’s language, sync your Google Calendar, change your password…the usual. Alright! Now on our right hand—sorry, excuse me—left hand menu, this is always always visible no matter where you
are in UCRM and here we will be able to see the three main WISP’s needs.
Which I’m sure all of you know way better than I do. So we’re going to have
our Clients, our Scheduling and Ticketing and then actual Network Management. So in
the Client section—and we’re talking about things like setting up new
services, setting up automatic recurring billing, service device set up (sometimes
referred to as the CPE)—and this is not mandatory, but it will enable you to use
many other features such as: traffic shaping, suspension of clients with overdue
invoices, service device outage, etc. And in the Scheduling and Ticketing, here we
can create a job. So for example a new service installation at a client site. You
can monitor this job’s lifecycle, assign it to an administrator, etc. Additionally—just as an FYI—all the jobs can be exported or synchronized with
your own Google Calendar or they can be managed by the UCRM API, so this is
completely your choice. And then in the Network is this is actual network
management, so like shaping, suspension and monitoring, basically. Again,
completely optional, but it will enable you to get the most out of UCRM.
Alright, so I don’t have the time to kind of go in to all the sections and show you,
but let’s go into our most important section. Of course: our clients. They keep
the business—keep the business going. All right, so what you see here in the Client
section is the list of all clients. A very interesting feature of UCRM is
the possibility of tags. So we have some system tags which if you wanted to
filter—let’s say I only want to see my suspended clients, so I can just filter
with “Suspended” and it will show me those. So Overdue, Suspended and Outage in this
example, these are system tags and they will be applied automatically. And then
you can also create your own customized tags. So we have Downloader, we have
Troublemaker… I hope in your business you have none of
that, but we can always dream, can’t we? And then we also have a VIP in this case.
You can create as many as you want, you can create whatever you want. They can
just maybe be numbers and codes that only you understand. It’s completely up
to you. Okay, so let’s go and actually see
individual clients profile. So again let’s go up to the search bar—and as I
said, we can search for this person with a name, with their ID, phone number. Let’s search for the phone number. So I know…for some reason I have this customer’s phone
number but not his name. Ah! and now we remember, yes, it was Jack Doe! So I click on him, and it will show me Jack Doe’s individual page with loads of
information, so everything I need to see will be right here. We’re going to have
his account balance, his—very important—his
Services. Right? For example, I can see here that with one of his services
there’s an outage, and then (on) another service he is suspended. And if I went—I
can click on these, they go into the suspended service. I will find even more
information. So I’ll have a map of where exactly this service is. This access point… the price, the invoice information, and if
I scroll down I’ll have some very cool graphs. This first one, the Netflow, it
doesn’t have any information because he is suspended, but if I scroll further
down we have more graphs. So we have the ping, we have the signal and then our
rates. Okay so lots of things, and this is for each client you will have this
information, which—not only each client actually, each service of each client. So
some very interesting things. Some things here you can actually customize of the
invoice. So you can edit this to each client—or each service of each
client. So it can be…they act individually on these, so you can customize each one separately. It has lots of useful things like this. Also—and
I’ll just mention it now, UCRM, you’ll notice is very user-friendly. If I hover
over all of these, it will have explanations, instructions, etc. So pretty
much anybody starting from scratch on a WISP business, they will be able to use
UCRM very easily. Each customer section will have these
subsections: Overview, Invoices, Payments, Refunds, Documents—such as PDFs, or
contracts you decide to scan, you can store them in UCRM. And then tickets,
you know if this customer has opened any requests, or complaints or anything. Okay,
let’s go back to Jack Doe’s…because I was inside that service. Now I’m back into
Jack Doe’s profile. Another cool thing is the View as Client. So this allows
us as an administrator, to enter the Client Zone, and if I click on it, it will
allow me to see UCRM as the client will see it. So this is exactly
what Jack Doe would see when he enters UCRM. He’ll be able to—first off, Mr. Jack Doe, you can see your unpaid invoices! Please go ahead and take care
of that! And kind of the same information. He can check his information, this way
it’s very easy for him to contact you as the WISP in case he needs to update
anything, a map, what services he has, etc. Alright, last thing I want to show you
on the Client section is—if you scroll down to the bottom, you will be able to
see Notes and here you can—so these are notes either made by the system, or they
can also be made by other administrators about the client and you can filter them:
client log, email log, or system log depending kind of who creates these
notes. These are very useful, especially when you’re interacting with a customer.
Let’s say that Jack Doe calls. Calls you to make a request, to make maybe
a complaint. Right away you can come in and…check out this last client log.
Okay so “Jack called again about his problem with his airMAX. We agreed to
send a technician to replace the device”. So this is awesome to really give
your customers personalized service. You can right away ask him, “Hey Jack,
how did it go? Did the technician get to you in time? Did he replace the device? Are
you satisfied? Etc. This gives you an overview of all the important
interactions you have had with this customer. It’s very useful. Alright. So this is pretty much UCRM in a nutshell. Our aim here at
Ubiquiti is really to provide you with simple and easy customer management
systems. So with UCRM we tried to make sure to include the most common
needs of our WISP clients, but yet at the same time make sure to make it really
intuitive to use, make it very easy. So it’s kind of a…it’s a tricky balance, but
I think we’ve managed to create that with UCRM. Ok. This is the UCRM page.
This is ucrm.ubnt.com I cannot—and here, right now, I wanted to
touch on this again—I cannot repeat this enough. UCRM is completely and
absolutely free. And I’m talking about everything. Not those tricky, quote-unquote “free” downloads where the initial download might be free, but then you have
to pay for every update, or the other way around. No. UCRM is free. Initial
downloads, all updates. They’re all for free. Our
UCRM team is constantly updating this, you know, fixing problems,
adding new features, making it better, faster, more user-friendly, etc. And you
get that all for free, so you just have to come here: to ucrm.ubnt.com,
click on this button and you will download it. UCRM is also not locked
to UBNT devices. We allow anyone to access UCRM data and use it
on their own… for configuration of any device, or to
maybe integrate custom software, whatever you want to do. Your data is
absolutely under your control. This is very important—at least to me—you
can access it via API, you can download it. Back it up. Migrate it to any other
system. Anytime you want. It’s YOUR data. And we respect that. We understand. UCRM of course has many more features I didn’t mention in this introduction. It
just—it would not…it would be a really long introduction. It’s important that you
know that there are always more under development. Most of these are actually
suggestions made by our community. So feel free to be a part of this. Go
ahead and join our UBNT community; share your thoughts, opinions, requests. You can
even participate on the improvements or translations. UCRM is really—I
believe—it’s really a product created for our users. We love hearing from you
and discussing on the forum how to improve our product. So…Please! I beg of you, keep that feedback coming! We really enjoy it. 🙂 You can scroll down
on this page to see more information, and if you go all the way down to the
bottom, you’ll also find the road map. So what we have planned for UCRM. Alright, so that’s it! UCRM in a nutshell. I guess I’ll see you guys on
the Community, and thanks for watching!


  1. Well done Ubiquiti! Keep it coming, this is why we use 99% Ubiquiti devices in our network.But please don't betray and be another Cysco!!

  2. u talk 30 minutes about every button which everybody with some knowledge instant knows (and i dont get u target with this system noobs) and dont even show one second the network settings? W T F.

  3. Awesome job Ubiquiti. I'm not really into tutorial type videos but you did a good job explaining everything in case I had miss anything myself working with it.

  4. With all respect to @Ubiquiti Networks team – what were you thinking upon posting this video? The UCRM tool itself seems like a very nice idea, but this video? Even for a free product your marketing/sales team could've pushed a bit harder. It's not up to your own standards…

  5. This is amazing stuff but I have a few questions, can I out my company logo or custom branding, so the client has that customer company relationship ? Or will it show them the UCrm instead ?


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