CRM Implementation
CRM design and configuration aligned with your business processes, customer workflows, user roles, and sales management requirements.
Business analysis first. CRM implementation second
CRM Implementation and Business Process Automation
We analyze your current workflows, design sales pipelines and user roles, configure the CRM, automate repetitive tasks, build integrations, train your team, and support the rollout. The system is built around how your company actually operates, the data your team needs, and clearly defined success criteria.
CRM Integration
Connect your CRM with your website, phone system, accounting platforms, and other business tools to automate the flow of critical data.
CRM Quick Start
A minimum viable CRM setup: one sales pipeline, core fields, users, access permissions, phone integration, email, forms, and essential automation.
Our CRM Approach
Define the Workflow First. Build the System Second.
A CRM should not dictate how your company works with customers. We first document your actual workflows, user roles, ownership, and data requirements. Only then do we define the system structure and the level of configuration the project actually requires.
Start With the Current Workflow
We first examine how leads enter the business, how customers move between employees, how decisions are made, and how work is completed. This prevents existing process problems from simply being recreated inside a new CRM.
Every Configuration Must Have a Purpose
Fields, stages, rules, and other CRM elements are added only when they support operations, management control, or decision-making. A feature is not implemented simply because the platform makes it available.
Ownership Stays Clear
For each stage of the process, we define who owns the customer or task and what action should happen next. The CRM should reinforce these operating rules, not replace them.
Complexity Must Be Justified
If a business requirement can be handled with a simple solution, the system is not overloaded with unnecessary workflows or configuration. More complex logic is introduced only where the business actually needs it.
Plan for Change
The CRM is designed with the expectation that processes, teams, and business requirements will change over time. The system should support future development without requiring a complete rebuild every time the business evolves.
Project Scope Is Defined Up Front
Before work begins, we define the business problems being addressed, what is included in scope, and what the expected outcome should be. New requirements and additional work are evaluated and approved separately.
CRM Project Scope
What a CRM Project Can Cover
The scope of the system depends on the needs of the business. Some projects require only core customer and sales management. Others use CRM as a central operating layer for communications, internal workflows, management visibility, and data exchange with other business systems.
01
Customer Data Management
Customer and company information is stored in one place together with the history of interactions. Employees no longer have to piece together data from spreadsheets, email, and personal notes.
02
Sales and Inbound Leads
The CRM captures incoming leads and provides visibility into the customer journey from the first interaction through the close of a deal or another defined business process.
03
Customer Communications
Core communication channels can be connected to the CRM so inquiries and communication history stay tied to the right customer and the current status of the relationship.
04
Internal Workflows
CRM can support more than sales. It can also coordinate related internal work such as task handoffs, approvals, and operational control across employees and departments.
05
Reporting and Management Visibility
CRM data gives management visibility into customer activity and operational performance, helps identify bottlenecks, and supports decisions based on actual data instead of fragmented employee reports.
06
Connections to Other Systems
The CRM can operate as part of your existing technology stack and exchange the required data with your website, internal systems, and external business services.
How a CRM Project Works
From Business Requirements to a Working System
A CRM project does not start with pipelines and custom fields. We first establish how the business operates today, which workflows and data need to be supported, and what outcomes the system is expected to deliver. Each stage produces a concrete deliverable, configuration, or result that can be reviewed and approved.
01
Business Goals and Project Scope
We define why the company needs a CRM, which teams and users will work in it, which processes are included in the project, and which business problems need to be addressed. Constraints, responsibilities, timelines, and acceptance criteria are documented up front.
Stage result: agreed project goals, scope of work, timeline, cost, and requirements for the final outcome.
02
Current-State Process Analysis
We examine where leads come from, how employees work with customers, which stages a deal moves through, where data is stored, how tasks are handed off, and which activities are still performed manually. We also identify bottlenecks, duplicate data, and situations where leads or tasks can fall through the cracks.
Stage result: a documented view of current operations and a list of processes, issues, and requirements the CRM must address.
03
Future-State Workflow Design
We define how work should operate after the CRM goes live: which stages the customer moves through, who owns each action, what data needs to be captured, and which operating rules employees are expected to follow.
Stage result: an approved future-state process model and clear requirements for how that process should operate in the CRM.
04
CRM Solution Design
Based on the approved workflow, we define the structure of the system: pipelines, records, fields, user roles, access permissions, automation scenarios, reporting requirements, and required connections to other systems.
Stage result: a documented CRM structure and an approved list of configurations, automation, and integrations.
05
Data and Access Preparation
We determine which data needs to be migrated from an existing CRM, spreadsheets, or other sources. Data structure, duplicate records, and field mappings are reviewed. User accounts and access to the systems required for the project are prepared at the same time.
Stage result: prepared data, user accounts, and system access required for configuration and launch.
06
Configuration and Automation
The approved pipelines, records, fields, user roles, and permissions are configured in the CRM. Tasks, notifications, automation rules, and other workflows are implemented according to the approved business logic.
Stage result: a working CRM with the approved structure and core business processes in place.
07
Communications and System Integrations
When included in the project scope, we connect phone systems, email, website forms, and other business services. For every data exchange, we define which information moves between systems, in which direction, and which system is the source of truth for each type of data.
Stage result: the CRM receives the required leads and data from connected channels and systems without unnecessary manual re-entry.
08
Testing and User Preparation
Core business scenarios are tested, including lead creation, deal progression, owner assignment, access permissions, automated actions, and data exchange between connected systems. Once identified issues are resolved, employees are trained on the agreed operating rules for the new CRM.
Stage result: a validated system and users who understand how to work with it in day-to-day operations.
09
Go-Live and Handoff
The CRM moves into production, users begin working with real customers and live data, and the core workflows receive a final validation. Administrative rights, required credentials, and documentation for the implemented solution are handed over to the client.
Stage result: the CRM is running in day-to-day operations and remains under the client's control.
No Fine Print
What to Know Before Starting a CRM Project
CRM project scope depends on your business processes, number of users, data quality, and required connections to other systems. Before work begins, we define the business requirements, project boundaries, and expected outcomes. Material changes are evaluated and approved separately.
How do I know which type of CRM project I need?
If the CRM needs to be designed and configured around your company's processes, you need a full CRM implementation. If you already use a CRM but need it to exchange data with your website, accounting platform, or other systems, you need CRM integration. If your business only needs a minimum working configuration without a larger implementation project, CRM Quick Start may be the right fit.
The format is determined after we review the business need. If a straightforward solution is enough, the project is not expanded with unnecessary configuration or automation.
Which CRM platforms do you work with?
The primary platforms are Bitrix24 and Kommo. The right platform depends on your business processes, number of users, automation requirements, integration needs, and plans for future development.
If you already use a CRM, we first evaluate whether the existing system can be retained. Moving to another platform only makes sense when the current CRM creates limitations that cannot reasonably be addressed through configuration or customization.
Can you improve our existing CRM instead of replacing it?
Yes. We first review the current CRM structure, including pipelines, records, fields, user permissions, automation, integrations, and the quality of existing data. Then we determine what can be retained and what needs to change.
If the current CRM can be brought into a workable state without an unnecessarily complex rebuild, there is no reason to replace it.
Do we need to document our business processes first?
For a full CRM project, we need to understand how your company currently works with customers: where leads come from, who owns the customer at each stage, what employees do, and where problems occur.
You do not need to prepare formal process diagrams or a technical specification in advance. The current workflow is analyzed at the beginning of the project, and we then determine which parts should be implemented, changed, or automated in the CRM.
Can you migrate data from our old CRM or spreadsheets?
Yes. Before migration, we determine which data needs to be preserved, including customers, companies, deals, and other operational information. We review the structure of the source data, field mappings, and duplicate records.
The volume and quality of the source data affect migration complexity. If the data needs to be cleaned or transformed, that is identified before migration so existing errors are not simply transferred into the new CRM.
Can the CRM be connected to our website and other business systems?
Yes, as long as the systems involved can send and receive the required data. The CRM can receive leads from your website and exchange information with phone systems, email, accounting platforms, and other business tools.
Before integration work begins, we define which data needs to move, in which direction, and which system serves as the source of truth for each type of information. Complex integrations are scoped and estimated separately.
Can every employee task be automated?
Automation works best for activities governed by clear and stable rules, such as creating tasks, sending notifications, changing stages, assigning owners, and other repetitive actions.
Automation should not replace decisions that require human judgment or lock an undefined process into the system. We first define the operating rule, then determine whether it makes sense to automate it in the CRM.
What will you need from our company?
We need access to someone who understands the current process and can make decisions for the project. The client also provides the required access to the CRM and other systems, source data for migration, and information about users.
The faster questions, credentials, and approvals are provided, the less the project is affected by internal delays on the client side.
How are CRM project cost and timeline determined?
Cost and timeline depend on the number of processes and users, CRM complexity, the amount of automation, the condition of the source data, and the number of external systems that need to be connected.
Before work begins, we define the project scope, stages, timeline, and cost. Additional requirements are estimated and approved before they are implemented rather than appearing unexpectedly on the final invoice.
What happens if requirements change during the project?
Requirements can change as new information about the real business process emerges. Those changes are documented separately and evaluated for their impact on completed work, timeline, and cost.
A minor clarification to an existing requirement and a new piece of functionality are not the same thing. That distinction is agreed before additional work begins.
Will our employees need CRM training?
Yes, if the new CRM changes how work is performed. Employees need to understand where leads are recorded, which data they are responsible for entering, when stages should change, what the system handles automatically, and what remains the user's responsibility.
A CRM is not truly implemented when configuration is complete. It is implemented when employees can use the agreed workflow in day-to-day operations.
Who owns the CRM, accounts, and configuration?
The production CRM and business accounts used by the company should remain under the client's control. Once the agreed project obligations are completed, the client receives administrative rights, required credentials, and documentation for the implemented system logic.
The solution should not remain dependent on a contractor's personal account or credentials the client does not control.
What happens after the CRM goes live?
After go-live, the system is validated using live data and core operating scenarios. Any deviations from the agreed requirements are addressed according to the project terms.
Ongoing support and CRM development are scoped separately. New processes, users, automation, and integrations can be added as real business needs emerge instead of implementing every available feature from day one.
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