Development of CRM for IT companies and SEO agencies

Business in the IT field is a constant balance between innovation, efficiency, and speed of decision-making. How to keep all processes under control without losing flexibility? In the field of IT, CRM is not just a tool, but a strategic solution that automates project, customer, and personnel management. AVADA MEDIA provides services for developing CRM for IT from scratch and scaling existing solutions. Our software products help your business grow faster, more organized and more efficient.

CRM is a system for managing customer relationships. But in the IT services industry, it performs a much wider range of tasks: from automating IT processes to project management and recruiting. The management system for an IT company becomes a center that combines communication, analytics, document management, and task control in a single digital ecosystem.

With high-quality CRM, IT projects move forward without delays, employees are focused on results, and customers receive the best service without unnecessary communication barriers.

Using CRM for project management opens up unique opportunities for a web studio.

• Process optimization – CRM for IT companies automates routine tasks and improves employee coordination, allowing you to focus on product development.
• Effective project management – automation of IT services allows you to rationally distribute tasks, control deadlines, reduce the time to complete tasks and the likelihood of errors, and increase overall productivity.
• Centralized storage of data on customers, projects, tasks, and finances ensures transparency of business processes, allowing you to track task completion, control changes, and respond quickly to problems.
• Recruitment automation – CRM for HR IT helps to manage the recruitment process, track candidates, and accelerate the onboarding of new employees.
• Increase customer loyalty by tracking the history of interactions and providing personalized service. Automation of the IT department speeds up the processing of requests in the technical support service, reducing response time. With the management system, you can build long-term relationships with customers, encourage repeat business, and respond to requests faster.
• Flexibility and scalability – a custom CRM for an IT company can adapt to changing market conditions and new business requirements.
• Manage resources, including staff, equipment, and licenses. The system helps to plan the workload of employees, control the use of resources, and optimize costs.
• Analysis of sales and marketing processes allows you to identify growth points and make informed decisions.
• Improved communication and coordination within the team. Web studios usually work with large teams consisting of designers, developers, project managers, and other specialists. CRM becomes a single space for them to exchange information, set tasks, and monitor their progress, increasing team efficiency.

A CRM system in the IT field is not just a tool for customer accounting, but a full-fledged operating platform for automating internal processes and interacting with customers. Let’s take a look at business processes that can be optimized with a custom IT CRM.

Sales of IT products (SaaS, subscriptions)

• Automation of sales funnels with lead tracking from the first contact to the conclusion of the deal and sending managers tips on the next steps.
• Product and service catalog management, centralized storage of information about SaaS solutions, licenses, tariff plans, and additional services.
• Setting up a sales funnel by product type – single licenses, SaaS subscriptions, technical support.
• Generate invoices and payment reminders.
• Manage subscriptions – renewal and cancellation, sending notifications about the need to renew and upsell opportunities.
• Analysis of the effectiveness of various sales channels and conversion, revenue forecasting.
• Synchronization with payment systems and billing.

Outsourced project management

• Creation of cards/stages with support for Agile, Scrum, and Kanban boards and the ability to integrate with Jira, Trello, Asana.
• Linking tasks to contracts and budgets.
• Distribute tasks among performers and control deadlines.
• Document management – automatic generation of contracts, acts, invoices linked to projects and milestones.
• Track progress, control deadlines, and color-code priorities.
• Convenient communication within the team.
• Accounting for the time actually spent by employees on project tasks for accurate customer billing.
• Budget management – controlling expenses, tracking budget deviations, and generating profitability reports.
• Communication with clients, storing the history of correspondence, coordinating work stages, and reporting.

DevOps Cycle Management

• Tracking the status of builds and deployments, linking tasks and bugs to specific builds.
• Manage development and testing tasks with progress reports.
• Integration with development tools such as version control systems (Git), CI/CD platforms (Jenkins, GitLab CI) to track development and release progress.
• Incident management: registering, prioritizing, and monitoring incidents.
• Creating an information base about projects, problem solving, and DevOps best practices.

Onboarding of clients and employees

• Automated onboarding checklists (internal and client).
• Distribution of tasks between employees, setting tasks for a trial period, and monitoring their implementation.
• Integration with electronic signatures, internal systems, and documentation (NDAs, ToRs).
• Scheduling of introductory meetings.
• Collecting the necessary information.
• Automatic sending of welcome messages, reminders, and instructions for the type of user: client, manager, developer.

Support and SLA (Service Level Agreement)

• A ticketing system with prioritization, tracking the speed of acceptance and resolution of requests.
• Supports multichannel and automatic notifications.
• Analysis of the number of requests, the speed of response and processing of requests, customer satisfaction, and SLA fulfillment.
• Registration of customer requests through various channels (email, phone, chat).
• Automatic routing of requests to responsible specialists.
• Creating a knowledge base of the support service: FAQ and problem solving.

Automation of SEO processes

In SEO, CRM helps to centrally manage all stages – both within client projects and for the internal needs of an IT company. Automatic SEO website promotion with a management system significantly saves search engine specialists time by performing voluminous monotonous tasks.

• Formation of technical specifications based on SEO audits (for example, using Screaming Frog, Ahrefs, or Semrush). CRM for an SEO company automatically records tasks: optimizing loading speed, eliminating duplicate content, setting up redirects, etc.
• Content strategy planning. By integrating with the editorial calendar, a CRM system for SEO agencies allows you to create content plans based on the semantic core, distribute tasks among copywriters, control deadlines, and track task statuses.
• Link building management. The CRM service for SEO projects collects and stores information about all placements: donors, cost, publication dates, backlinks, and automates reminders to check the safety of placements.
• Monitoring of key metrics. CRM for an SEO specialist integrates with Google Search Console, Google Analytics, Serpstat, SEMrush, and other tools, allowing you to track organic traffic growth, positions, CTR, and other KPIs by project, page, and period.
• Automatic reporting. CRM for managing SEO tasks generates reports on key performance indicators (visibility, position growth, organic dynamics, completed tasks) and automatically sends them to the client or project manager.

A CRM system for IT companies will become a key element of the digital infrastructure for any business related to project management, customer service, and team coordination. The most in need of it:

• Web studios working in parallel on many projects involving designers, front- and back-end developers, content managers, and project managers. For such companies, centralized management of orders, deadlines, and tasks is important.
• Software developers (SaaS, PaaS, mobile and desktop solutions) who need to control the product life cycle, subscription sales, quality of user support, and A/B testing of functionality.
• Outsourcing and outstaffing IT companies that need to clearly define tasks, budgets, customer communications, and reporting for each stage of the project.
• System integrators and DevOps teams that require strict control of releases, logging, SLA compliance, and operational support.
• Product teams with a complex structure where it is necessary to control backlog, prioritization, sprints, performance metrics, and user feedback.
• IT consulting and solution implementation – IT CRM allows companies in this area to structure customer interaction at all stages: from presales and demos to implementation, support, and repeat sales.
• IT companies with remote teams that need to centralize information, coordinate the work of employees, and monitor the execution of tasks regardless of their location.
• Companies that recruit IT specialists need CRM to automate recruitment, manage the candidate database, and track the stages of hiring.
• SEO agencies and marketing companies require transparent work on ongoing projects: tracking tasks, statuses, deadlines, campaign effectiveness, and interaction between departments.

Developing CRM for projects becomes a necessity when the number of orders of a web studio grows and their management becomes complicated and inefficient. If your team is facing chaos in tasks, a large amount of manual work and duplicate tasks, missed deadlines, and data loss, then it’s time to automate processes. CRM for project management is especially relevant when several teams are involved in the work at the same time, and each project requires a unique approach and constant feedback from the customer.

If a company positions itself as a professional provider of digital products and services, it cannot afford to work without its own CRM system. This is not only a matter of internal efficiency, but also an indicator of maturity and technological culture. For example, it would be strange to promote sophisticated business tools to customers without having the best solutions in your arsenal. Having your own CRM for an IT company is an indicator of deep expertise and readiness to offer really convenient, well-thought-out products that have been tested on your own experience.

Automating IT processes is a complex process that requires a deep understanding of business specifics and the use of modern technologies.

Analysis and identification of business needs

CRM development for an IT studio begins with an in-depth analysis of project management, sales, customer support, and company goals. Analysts study existing tools and identify critical areas that need automation. As a result, a clear understanding is formed of what functions should be implemented in the system, what integrations and scaling mechanisms will be needed.

Creating a technical specification

Based on the data obtained, a technical specification is developed that contains a description of the system architecture, security requirements, a list of functional modules and their interaction, and a list of integrations. The ToR is the basis for the development of a CRM system for IT and ensures understanding between the customer and the developer, and it determines the timing and cost of the project.

Architecture design and prototyping

The creation of the logical structure of the IT business management system includes the design of the user and server parts, the selection of databases, and the definition of ways to exchange information between system modules. At the same time, interactive interface prototypes are being developed to visualize the future product and test the user experience (UX) at an early stage. Tools such as Moqups, Figma, and Sketch are used for prototyping. Mockups make it possible to test the future system and get feedback from the customer before development begins.

UI/UX design development

At this stage, the design of the CRM system’s user interface is developed, which should be convenient, intuitive, and consistent with the corporate identity of the IT studio. They create convenient dashboards, visual elements for quick data analysis, and workspaces for different user roles (developer, manager, client), as well as interactive elements that speed up navigation and increase productivity. Special attention is paid to the adaptation of the system to work on different devices.

Program code creation

This step is dedicated to writing code for the server and client parts of the system. For this purpose, modern technologies are used to ensure the reliability and scalability of the program:

• for server logic and API integrations (backend) – PHP and Python programming languages, Node.js platform;
• for creating a user adaptive interface (frontend) – JavaScript frameworks React, Vue.js, Angular;
• depending on the requirements for storing and processing information, databases are used: PostgreSQL, MySQL, MongoDB;
• to connect CRM to external services and ensure real-time operation – REST API, GraphQL, WebSockets integration.

The development is iterative, taking into account CI/CD approaches, which allows you to work on the project and test it in parallel.

QA testing

A high-quality CRM system for a web studio should be not only functional but also stable. After the development is completed, full testing is carried out – functional, integration, and load testing. This stage allows you to identify and eliminate errors, as well as check the project’s compliance with customer requirements.

Release and implementation

After successful testing, the CRM system is deployed on the client’s server or in the cloud infrastructure (CRM SaaS). We synchronize it with existing tools and services, as well as train the team so that all users can work effectively with the program.

Technical support and updates

The development of a CRM system for an IT company does not end at the implementation stage. IT studios are developing and their needs are changing, so the system must quickly adapt to new requirements. Technical support includes regular updates of the system with the latest technologies, bug fixes, customer support, adding new features, integrating with new services, and adapting the system to the new needs of the IT studio.

AVADA MEDIA is a team of experts in the field of IT solutions. We can order the development of CRM systems for IT companies – high-tech, scalable and secure, adapted to the needs of digital agencies, web studios and technology companies. We use advanced technologies, including AI, Big Data, and cloud solutions, provide integration with any external services, and guarantee reliable data protection. Our approach allows you to develop a management system that fully meets your business processes and is ready to be transformed to meet new requirements. By choosing AVADA MEDIA, you get not just a software product, but a strategic solution for the growth and development of your IT company.