Telecoms & B2B

One connected ecosystem. Technology they own.

Bespoke CRM, digital contracting, telecoms middleware and call intelligence.

4 Integrated systems

Client

Fibre Telecoms

Sector

B2B

01 Client context

The Client

Fibre Telecoms is a fast growing UK-based telecoms

provider delivering unified communications, PBX, and

managed connectivity services to business customers

nationwide. As Fibre scaled, leadership identified a

strategic requirement to own their operational technology,

reduce reliance on third-party platforms, and create

differentiated, value-added services for their customers.

Peach Loves Digital was engaged as a long-term

technology partner to architect, build, and integrate a suite

of bespoke systems that now underpin Fibre’s

commercial, operational, and compliance workflows.

02 The Challenge

The Challenge

Fibre faced four interrelated challenges:

Fragmented systems across sales, billing, telecoms,

and customer management

Manual processes increasing cost, error rates, and

dependency on individuals

Limited data visibility across calls, contracts, and

customer lifecycle

A strategic desire to own IP, qualify for R&D tax relief,

and build future patentable capability

The solution required more than a single platform - it

required a cohesive digital ecosystem.t

03 OUR solution

What We Delivered

A Fully Integrated, Bespoke Technology Stack

Peach Loves designed and delivered four interconnected

systems, each built for a specific business function but

architected to operate as a single ecosystem.

System 1 – Bespoke CRM Platform (Core System of Record)

Purpose

To replace off-the-shelf CRM licensing and provide Fibre with a custom

operational backbone aligned precisely to their telecoms workflows.

Capabilities

Centralised customer, contract, and service records

Sales pipeline and opportunity management

Installation and provisioning workflows

Integration layer for billing, telephony, and analytics

Role-based access for sales, operations, finance, and leadership

Technical Highlights

Custom-built architecture (not a Salesforce wrapper)

API-first design for future integrations

Secure, scalable data model aligned to Fibre’s operating structure

Commercial Impact

Removed recurring third-party CRM licensing costs

Improved data quality and operational control

Created a proprietary platform that Fibre owns outright

System 2 - Digital Quote & Contracting Platform

To automate and standardise Fibre’s sales-to-contract process, reducing

sales friction and administrative overhead.

Capabilities

Digital quotation generation based on live pricing logic

Automated contract creation from approved templates

Integrated approval workflows

Central contract storage linked directly to CRM records

Audit trail for pricing, approvals, and contract execution

Integration

Pulls customer and opportunity data from the CRM

Pushes signed contract data back into the CRM

Feeds billing and provisioning workflows automatically

Commercial Impact

Faster sales cycles

Reduced manual errors in pricing and contracts

Stronger compliance and auditability

System 3 - Citrix ↔ Telephony Middleware Layer

To bridge Fibre’s Cisco-based operational environment with its

telephony systems, enabling data flow, automation, and

insight that would otherwise not be possible.

Capabilities

Secure middleware connecting Cisco environments to

PBX platforms

Call event data capture and normalisation

Synchronisation of call metadata with internal systems

Foundation layer for downstream analytics and AI

processing

Why Middleware Matters

This layer abstracts complexity away from Fibre’s core systems,

allowing:

Vendor flexibility

Future system upgrades without re-architecting

Secure, controlled data movement between

environments

System 4 - Call Transcription & Intelligence Platform

To transform raw call recordings into searchable,

analysable business intelligence, both for Fibre internally

and as a white-label service for customers.

Capabilities

Automatic call recording ingestion

AI-powered transcription (Whisper / Google STT)

Searchable transcripts via a secure web portal

AI summaries, sentiment analysis, and keyword

extraction

Optional smart redaction for compliance

Integration

Receives call data via the middleware layer

Links transcripts to CRM customer records

Future-ready for CRM, ticketing, and analytics

integration

04 Technology

Built on the Right Foundations

Backend & APIs

Node.js and Python microservices

RESTful APIs with secure authentication

Event-driven processing for telecoms data

AI & Data Processing

Speech-to-text: OpenAI Whisper / Google Speech-to-

Text

NLP for summarisation, sentiment, and topic

extraction

Secure, privacy-aware data handling

Infrastructure & Hosting

Cloud-native architecture (AWS / GCP)

Encrypted object storage for call recordings and

transcripts

Scalable compute for AI workloads

Data & Storage

Structured databases for metadata and operational

records

Secure object storage for audio and transcript files

Logging and audit trails for compliance and

monitoring

Security & Compliance

Role-based access control

Secure API authentication and secret management

Data minimisation and retention policies

Designed to support regulated telecoms

environments

Architectural Principles

Modular and extensible – systems can evolve

independently

Vendor-agnostic – avoids lock-in to single telecoms

or CRM providers

Ownable IP – Fibre retains ownership of core

platforms and logic

R&D-aligned – architecture supports ongoing

innovation and patentable development

05 outcome & impact

The Difference it Made

Replaced fragmented third-party systems with a unified, bespoke

technology stack aligned to Fibre’s operational workflows

Reduced ongoing software licensing and manual administrative

overhead

Improved sales efficiency through faster quoting, contracting, and

provisioning cycles

Enabled new, white-label revenue streams via call transcription

and intelligence services

Increased visibility, control, and auditability across customer,

contract, and call data

Created ownable IP and a scalable platform foundation

supporting future innovation, R&D claims, and long-term

enterprise value

06 IP & Innovation

IP & Innovation Strategy

Qualifying R&D Activity

The Fibre programme qualifies as R&D due to:

Resolution of technical uncertainty (real-time

telecoms data processing, system

interoperability)

Creation of novel middleware architecture

Development of bespoke AI pipelines for

speech, sentiment, and analytics

Secure handling of regulated telecoms data at

scale

Patent Box & IP Strategy

Peach Loves deliberately structured the

architecture to support:

Ownership of core IP by Fibre

Separation of patentable components

(middleware, AI processing logic)

Future protection of unique telecoms data

workflows

Long-term tax efficiency via Patent Box

eligibility

This transforms technology spend into a strategic

balance-sheet asset, not a sunk cost.

Business Outcomes

Reduced operational cost and vendor

dependency

Faster sales and provisioning cycles

New white-label revenue streams

Improved compliance and data visibility

Proprietary technology stack with long-term

enterprise value

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