TengoInternet, headquartered in Austin, Texas, is a leading provider of outdoor WiFi and connectivity solutions, specializing in serving the outdoor hospitality industry. Since its founding in 2002, the company has designed, installed, and managed custom wireless networks for over 900 RV parks, campgrounds, hotels, marinas, and public spaces across North America. Their comprehensive services include WiFi consultation, network design, ISP sourcing, bandwidth assessment, and 24/7 guest support, ensuring reliable and secure connectivity even in challenging environments. By offering features like tiered service levels and advertising options, TengoInternet enables businesses to transform their WiFi networks into revenue-generating assets.
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The Project
The Background
TengoInternet is the oldest and largest Wi-Fi service provider for the RV park industry, with a presence in over 1,100 RV parks and outdoor venues across the United States. The company plays a pivotal role in smart city projects and outdoor connectivity solutions, providing seamless Wi-Fi networks, guest support, and revenue-sharing models. However, as the demand for uninterrupted, high-speed internet grew, TengoInternet needed a modernized infrastructure to improve customer experiences, streamline operations, and enhance revenue management.
The Challenges
Fragmented Back-Office Management Systems
TengoInternet operated multiple disconnected systems (CRM, financial, and support platforms) along with manufacturer-specific management consoles. This lack of integration created inefficiencies, slowing operations and impacting customer experience.
Reactive Issue Identification
Customers often identified Wi-Fi issues before facility staff, leading to delayed support responses and dissatisfaction. Without proactive monitoring, staff had limited visibility into network performance.
Complex Customer Interactions
A lack of user-friendly portals for payments and support for frustrated guests, reducing branding opportunities and negatively impacting customer retention.
Revenue Sharing Complexity
TengoInternet’s revenue-sharing model required manual calculations and tracking, adding unnecessary administrative burdens and increasing the risk of errors.
Project Goals
Streamlining Back-Office Operations
ISHIR helped TengoInternet create a unified system that seamlessly connected various internal tools and workflows. This integration improved operational efficiency and minimized the silos between departments.
Proactive Network Monitoring
To enhance service reliability, ISHIR implemented intelligent monitoring solutions that could detect and flag potential network issues before end users were affected. This proactive approach significantly reduced downtime and improved customer satisfaction.
Enhancing Customer Experience
The team at ISHIR developed intuitive, user-friendly portals for both payments and support. These portals empowered TengoInternet’s customers with seamless access to services, billing, and technical help—creating a more positive and self-sufficient user experience.
Automating Revenue-Sharing Processes
ISHIR introduced automation to the revenue-sharing system, eliminating manual errors and streamlining complex financial workflows. This not only reduced administrative effort but also improved the accuracy and transparency of financial reporting.
Key Features
- A web-based platform was developed to consolidate data from multiple hardware management consoles, enabling seamless network monitoring and support.
- Advanced notification and alert systems were implemented, allowing facility staff to detect and resolve network issues before they affected guests.
- A customizable, branded Wi-Fi portal was introduced, making payments and support requests seamless for users. One-time and recurring payment options were also added.
- CRM and financial systems were integrated to automate ticketing and revenue-sharing calculations, significantly reducing manual efforts.
The Process
Discovery & Assessment:
The engagement began with a comprehensive discovery phase where ISHIR collaborated closely with TengoInternet stakeholders to evaluate existing systems, identify operational pain points, and understand user expectations.
Solution Architecture:
Based on the assessment, ISHIR designed a robust and scalable solution architecture that unified TengoInternet’s disparate systems. The architecture focused on streamlining internal workflows, enhancing data flow between departments.
MVP Development & Testing:
To accelerate value delivery, ISHIR adopted an agile approach by building a Minimum Viable Product (MVP) that addressed the most critical features first. Iterative testing cycles ensured that functionalities like real-time monitoring and customer support portals
Implementation & Training:
Once the core platform was validated, ISHIR led a phased rollout of the final solution, ensuring minimal disruption to ongoing operations. In parallel, the team conducted training sessions and created detailed documentation to onboard TengoInternet’s internal teams.
Optimization & Scaling:
Post-launch, ISHIR continued to work with TengoInternet to refine features based on real-world user feedback. Enhancements were made to improve usability, performance, and automation.
Value Delivered
Operational Efficiency: A unified management console reduced the learning curve for support teams, enabling faster issue resolution.
Enhanced Customer Satisfaction: Guests experienced a seamless, branded Wi-Fi journey, improving trust and convenience.
Increased Brand Reputation: Improved Net Promoter Scores (NPS) and online ratings due to better Wi-Fi performance.
Revenue Impact: Automated revenue-sharing processes reduced administrative burdens and improved payout accuracy for TengoInternet’s clients.