Decision guide
How to choose an ERP for an internet service provider (ISP)
The criteria that really matter when choosing, the questions you should ask the vendor, and the signs that it’s time to switch systems.
Quick answer
To choose an ERP for an internet service provider (ISP), assess whether it centralizes finance, NFCom issuance, customer service, work orders, and network operations on a single platform, integrated with the banks, OLTs, and concentrators you already use. Then compare the migration track record, the quality of support and the total cost (users, modules, and services), not just the monthly fee.
The ERP determines how much time your team spends on manual tasks, how quickly customer service responds, tax compliance, and whether your subscriber base can grow without the team having to grow at the same rate. That’s why the decision shouldn’t be left solely to IT or finance. It involves every department that will use the system every day.
Where to start
Before talking to vendors, list three things:
- Current pain points: where operations are most constrained today (billing, invoices, customer service, inventory, network).
- Must-haves: NFCom issuance, integration with your bank, subscriber authentication, and an app for technicians.
- Growth plan: expected number of subscribers, new cities, acquisitions, and new services, such as telephony, VAS, and MVNO.
With this list, it’s easier to compare proposals based on what matters to your operation. The table below summarizes the evaluation criteria.
Criteria for evaluating an ERP for an internet service provider
What to look for in each area and how Hubsoft addresses each point.
| Criterion | What to evaluate | How Hubsoft meets the criterion |
|---|---|---|
| Finance and billing | Automated billing, bank slip (boleto), Pix and card payments, collection workflow, bank reconciliation, and automatic delinquency-based service suspension integrated with the network. | Finance offers automatable monthly billing, payment remittance and return files, accounts payable by cost center, and reconciliation using bank statements (OFX). Automations trigger collection notices by email, SMS, push notification, or phone call. |
| NFCom and tax | Native issuance of NFCom (model 62), NF-e, and NFS-e, with no parallel system. Ask to see an invoice being authorized during the demo. | Issues NFCom, NF-e (55), and NFS-e through integrations, with preventive anti-rejection validation, a dedicated tax team, and IBS/CBS fields prepared for tax reform. |
| Customer service and work orders | Unified subscriber history, service protocols, technician scheduling, and execution of work orders by mobile device. | A single dashboard for customer service, work orders, and scheduling. Each interaction generates a protocol, and the technician executes the work order through the app with photos, checklists, equipment details, and a signature. |
| Network and integrations (OLT, concentrators) | Integration with OLTs, concentrators, and authentication systems, IP management, and FTTH network documentation. | The Networks module integrates concentrators and OLTs and manages IPv4 and IPv6. Mapping documents the FTTH network. There are +250 integrated systems and platforms, plus an open, documented API. |
| Automations | Scheduled routines that eliminate manual work: billing, notifications, suspensions, and reactivations. | Routines with defined days and times, automatic billing, collection notification rules, and scheduled tasks, such as automatic reactivation after a temporary suspension. |
| App and mobility | An app for field technicians and an app for subscribers to independently handle duplicate bills, payments, and service requests. | The Hubsoft App (for technicians and salespeople) is included. The Customer App, customized with the provider’s brand, is contracted separately and offers duplicate bills, Pix, card payments, trusted-user unblocking, Wi-Fi password changes, and technician-on-the-way status. |
| Migration | How many systems the vendor has already migrated, what methodology it uses, and how data is validated before the switch. | Proprietary methodology including diagnosis, a migration plan, test migration, and support through stabilization. There are +30 migrated systems, with 95% migration accuracy. |
| Support | Channels, hours, whether support is charged separately, and whether there are specialists in internet service providers (ISPs). | Human support included on business days during business hours, through in-system chat, WhatsApp, and phone (0800 887 1668). Hub Academia is also available, with courses for all modules available 24 hours a day. |
| Billing model | Total cost: monthly fee, users, modules, implementation, and additional services over time. | There is no charge per user or simultaneous access. BI, Inventory, FTTH Mapping, and CRM are included, and the monthly fee is predictable. Additional services and modules are contracted separately. |
| Security and LGPD | Role-based permission controls, audit logs, and clear rules for sharing data with third parties. | Role-based permissions with audit logs in Finance. API credentials are released by support with authorization from the provider’s manager. Hosting can be local or in the cloud. |
Questions to ask the vendor
A well-conducted demo answers these questions with the system open—not just with slides:
- NFCom: can you show an NFCom being issued and authorized? How do you handle SEFAZ rejections?
- Tax reform: how is the system preparing for IBS, CBS, and split payment?
- Billing: which banks and payment methods are integrated? Are payment posting and service unblocking automatic?
- Network: does the system integrate with my OLTs and concentrators? How does delinquency-based suspension work?
- Migration: have you already migrated data from the system I currently use? How do you validate the data before the switch? Is test migration available?
- Costs: do you charge per user, simultaneous access, or module? What is not included in the monthly fee?
- Support: what are the channels and hours? Is support charged separately? Does the person assisting me understand the routine of an internet service provider (ISP)?
- Training: is team training included in the implementation? Is there material for training new employees later?
- Hosting and data: can I choose between an on-premises server and the cloud? How do permissions and audit logs work?
- Integrations: is the API open and documented? Can I connect the tools I already use?
Signs it’s time to switch ERP
Some symptoms appear well before any formal decision:
- support takes too long to respond to critical tickets;
- integration with banks or payment methods is limited;
- the system slows down or crashes as the subscriber base grows;
- the delinquency-based suspension process doesn’t automatically communicate with the financial system;
- the vendor hasn’t released meaningful updates in a long time;
- there is no network management or FTTH mapping module;
- NFCom issuance is unstable or depends on a separate system.
When two or more of these signs recur, the cost of staying with the current system tends to exceed the cost of migrating.
How to reduce the risk of switching
The fear of losing data is the main obstacle to switching ERP. A secure migration follows clear steps: assessment of the current environment, migration plan with business rules mapped, test migration to validate the data, cutover planned and stabilization with ongoing support. See how it works in ERP Migration for Internet Service Providers (ISPs).
Where Hubsoft fits
Hubsoft is an ERP created within an internet service provider (ISP), for internet service providers (ISPs). Today, it manages +5 million subscribers across +1000 providers and brings together finance, tax, customer service, network, inventory, CRM, and dashboards in a web platform with apps and an open API. Learn about the offering in ERP for Internet Service Providers (ISPs), go deeper with the complete guide to ERP for internet service providers and, if NFCom is a priority, read the complete NFCom guide.
Frequently Asked Questions
What is an ERP for an internet service provider (ISP)?
It is a management system that brings an ISP’s operations together on a single platform: subscriber registration and contracts, billing, invoice issuance (such as NFCom), customer service, work orders, inventory, and network integration. This allows teams to move away from spreadsheets and disconnected systems.
What features does an ERP for an ISP need to have?
At a minimum: subscriber and contract management, automated billing and collections with bank integration, NFCom issuance, customer service and work orders with an app for technicians, integration with OLTs and concentrators for automatic service suspension and reactivation, and management dashboards. A subscriber app helps reduce simple support requests.
How do you compare the cost of two ERPs?
Compare the total cost, not just the monthly fee. Check whether you’re charged per user, concurrent access, or module, whether implementation and support are included, and which services will be billed separately over time. A system with a lower monthly fee may end up costing more overall.
Is migrating from an ERP risky?
The risk is significantly reduced when the migration follows a methodology that includes assessment, test migration, data validation by the provider, and a planned cutover. Ask the vendor how many systems they have migrated and how they validate the data. Hubsoft has migrated 30+ systems, with 95% migration accuracy.
Does the ERP need to issue NFCom?
Yes. NFCom (model 62) has been mandatory since November 1, 2025, for ICMS taxpayers that provide communication services. Ideally, issuance should be native and integrated with the financial system, and the provider should already be preparing for tax reform and split payment.
Is it better to host your ERP in the cloud or on a local server?
It depends on the internet service provider’s infrastructure. In the cloud, the provider handles backups, updates, and availability, which helps lean technical teams. A local server is suitable for those with their own infrastructure policy. With Hubsoft, you can choose between the two options.
Compare Hubsoft with your actual operations
Schedule a demo and bring your questions: our team will show you the system running in your provider’s real-world environment.
