Implementation of CRM systems in business process

Business process automation has become one of the key conditions for effective company management. With a custom CRM system, you can use data to achieve strategic goals, streamline customer service and internal communication, increase sales and process transparency, improve service quality and reduce the impact of the human factor. This is the best investment in the intellectual foundation of your business.

Companies that have already implemented CRM have a competitive advantage due to operational access to data, process optimization and deep analytics. AVADA MEDIA provides professional services for implementing CRM systems, helping businesses reach a new level of efficiency and control.

Without structured management of sales, customer data and business processes, a company faces chaos in communications, lost applications and opportunities. A CRM system for business is a powerful multifunctional tool that takes on a number of strategically important tasks.

Centralized data management

All information about customers, their orders and interaction history is stored in one place, accessible at any time from different devices. This reduces the likelihood of data loss and increases the speed of processing requests.

Sales and marketing automation

With CRM, you can automatically process applications, segment the audience and launch personalized campaigns, track conversions and increase the return on investment in marketing activities.

Conversion growth

By analyzing data, identifying growth points, increasing conversion and shortening the sales cycle, the implementation of a CRM system leads to increased conversion and profitability.

Increasing customer loyalty

Automatic reminders, response templates and chatbots speed up communication with customers and reduce the number of lost applications, and a personalized approach increases the level of service.

Process optimization

CRM takes on such routine tasks as database maintenance, invoicing, payment control, report generation and analytics. Process automation frees up employees’ time for more important tasks.

Synchronization of company departments

The management system improves internal communication, increasing transparency and manageability of the business. Sales, marketing, logistics, accounting and support work in a single digital space.

Improving and personalizing service

The implementation of CRM systems improves the quality of service, allows you to create personalized offers for customers based on their preferences, purchase history and interactions.

Analytics and Reporting

Built-in analytics and reporting tools help you track key performance indicators, identify trends, and build forecasts. This helps you make informed management decisions.

CRM systems differ in their architecture, purpose, and other criteria. To implement a software solution that will really strengthen your business, it is important to understand what types of CRM exist and how they differ from each other.

CRM systems are divided into the following types by purpose:

• Operational – automate regular processes and interaction with customers: lead management, application processing, transaction management, support. They usually include custom modules for email and SMS mailings, calendars, chatbots, and other tools for direct contact with the customer.
• Analytical management systems are needed to collect, process, and visualize data. These CRMs allow you to analyze customer behavior, evaluate the effectiveness of advertising channels, segment audiences, forecast sales, and optimize marketing campaigns. Such a program helps make management decisions quickly and reasonably, rather than intuitively.
• Collaborative CRMs are designed to coordinate work between different departments of the company – sales, marketing, support, logistics, etc. Due to more consistent internal communication, such systems form a single information space, synchronize actions and improve customer experience.

By the degree of customization, they are distinguished:

• Ready-made (boxed) CRMs are universal solutions with a fixed set of functions that can be implemented in a short time. They are suitable for small companies and startups with a limited budget, for which it is important to quickly launch the system without significant investment in development.
• Custom (individual) CRMs are developed from scratch for specific business processes. They include only the necessary modules, have flexible logic and can be scaled in any direction. This approach is ideal for medium and large businesses, where a high level of adaptation and specific integrations are required.
• Hybrid CRMs are based on ready-made solutions, but allow you to flexibly configure functionality, add custom modules and adapt the interface to business needs. This is the best option for companies that want to quickly implement a management system, but not at the expense of individualization.

According to the CRM system deployment model, there are:

• Cloud (SaaS) – access to them is via the Internet. The user does not need to worry about servers, updates or security – all this is on the provider. Cloud solutions are especially popular among small and medium-sized businesses due to the low entry threshold, scalability and the ability to work from anywhere in the world. But their security and stability are under great question.
• Local CRMs are installed on the company’s own servers. Here you have full control over data, system capabilities and security. This is critical for companies with increased confidentiality requirements or strict legal regulations. However, this option requires high costs for additional modules and technical support.

By scale and industry, CRM can be implemented:

• Universal – these are multifunctional solutions that are suitable for a wide range of tasks and different types of business. Often used as a base that can be adapted to the needs of a particular company.
• Industry-specific – are developed taking into account the specifics of specific areas: real estate and development, insurance, logistics, automotive business, legal services, IT companies, and others. Such systems contain industry templates, funnels, roles, and specialized modules.

Developing and implementing a CRM system is a step towards scaling and digital transformation that a business needs, regardless of its niche and size. With AVADA MEDIA, it is possible to implement CRM for any business direction and scale – from startups and local companies to large international corporations with a branched structure.

Today, automated management systems are relevant for almost all areas of business.

Marketing and advertising

In the field of marketing, CRM helps to manage projects, segment customers, automate interaction with leads, control the sales funnel and analyze the effectiveness of advertising campaigns. For a marketing management system, integrations with advertising platforms Facebook Ads, Google Ads, TikTok, email services and IP telephony are mandatory.

eCommerce, dropshipping and retail

CRM for e-commerce can include a pool of capabilities for online trading of any scale and format: order management, customers, deliveries, warehouse and logistics in a single interface. Automatic synchronization with marketplaces, generation of documents and reports, integration with payment systems – one program can have everything for a scalable online business (online stores, dropshippers, marketplaces).

Call centers and support services

Integration with IP telephony, script automation, conversation logging, operator efficiency analytics.

CRM for call centers and support supports integration with IP telephony, automatically displays the client’s card on the screen during a call and records the entire communication history. Call scripts and response templates help operators adhere to service standards and work faster. The system records conversations, conducts analytics on employee efficiency and allows you to control SLA. All requests – by phone, email, in chats and instant messengers – are processed in a single window.

Agribusiness

CRM for the agricultural complex can take on such functions as control and accounting of agricultural machinery, sowing and harvesting schedules, tracking purchases and logistics, yield analytics, work with counterparties.

Automotive business

CRM systems for the automotive business (car washes, car dealerships, auto parts stores, service stations, auto broker services, car auction redemption, etc.) automate customer registration, maintenance history, car valuation, spare parts inventory management, and document management. And custom notifications and analytics make it possible to accurately plan resource loading and improve customer service.

Medical clinics and laboratories

Patient registration, electronic patient records, appointment templates, automatic notifications, medication management and interaction with laboratories – all these CRM functions for clinics and medical centers help staff automate routine and focus on patients.

Insurance and finance

CRM implementation for insurance companies and financial institutions helps increase sales and simplify management, thanks to calculators, accounting of contracts and client histories. The program also provides financial companies with customer scoring, electronic document management, personal data protection, flexible management of contracts and agreements.

Real estate and development

In the real estate sector, the program helps manage objects and agreements, as well as relationships with investors, tenants, developers and contractors. In CRM, you can track the status of each object, control deadlines, budgets, automate document flow and integrate with MLS platforms or classifieds. Developers can conveniently manage projects by stages, while agencies can manage leads, impressions, and contracts.

Education (online and offline)

CRM for educational institutions helps scale online schools and private learning centers while maintaining high quality of service. With this program, you can automate course registration, class reminders, manage curricula, schedules, teachers, students, payments, and communications.

Logistics and delivery services

Implementing CRM for delivery services allows you to track orders, manage routes, couriers, schedules, automate document flow, create custom messages, and calculate cost. Integration with GPS and warehouse modules is also available.

Manufacturing enterprises

CRM for production provides real-time control of the production cycle, logistics, maintenance, and customer orders. The program integrates with ERP systems, equipment, and warehouse solutions.

HoReCa (restaurants, hotels, catering)

The implementation of CRM in the restaurant and hotel business makes it possible to automate and visualize reservations, loyalty programs, guest service, internal processes, personnel management, kitchen and deliveries. CRM reduces the burden on administrative staff and improves the quality of service.

We know that there are no universal solutions, so we develop a unique, effective and flexible management system for your individual business processes and goals, in whatever field you work.

Choosing between a ready-made CRM solution and custom development is a strategic decision that affects not only the speed of launch, but also the effectiveness of the entire business architecture in the future.

Ready-made solutions: quick start without customization

Ready-made solutions or so-called “boxed” systems are available immediately after purchase or subscription. This is their main advantage – speed of implementation and low entry threshold. Such CRMs are suitable for small teams with typical processes: a basic sales funnel, simple customer segmentation, template email mailing. And then be prepared for serious limitations.

Limited customization

Most boxed CRMs are limited to basic functionality. Attempts to “tighten” the system to your needs often run into technical limitations or expensive plugins.

Unnecessary features

Off-the-shelf solutions are often overloaded with universal modules that are not used, but complicate navigation, distract employees and increase the cost of the program.

Scalability difficulties

As the business develops and grows, standard CRMs may not cope with new tasks. At the same time, transferring data and processes to another system is a time-consuming and expensive step.

Regular payments

Most SaaS-CRMs work on a subscription basis, the price of which also depends on the number of users.

Limited security control

When using cloud solutions, your data is stored on third-party servers, which is a potential risk for confidential information, especially in certain areas.

After implementing a ready-made CRM, companies often face the fact that the system “does not pull” the real load or hinders growth. This leads to additional costs for refinement or migration.

Custom CRM development: flexibility and scalability

Custom CRM is a management system designed for specific tasks and processes of the company. It is an investment in manageability, scalability and sustainability of the business. Developing your own management system provides a number of advantages:

Uniqueness and customization

Custom CRM is fully adapted to the specifics of your company – structure, internal regulations, sales cycle, type of customers and format of interaction with them. You do not adapt to the system – it is built around your business.

Flexibility and scalability

Custom CRM is created taking into account future internal and external changes. If necessary, you can easily implement new functions, automate additional processes, add branches and user roles, and integrate with other services.

Unique interface

The user interface is developed in such a way as to be as convenient as possible for specific groups of users. If the team quickly learns and easily uses the program, productivity and motivation increase.

Deep integration with other services

Development from scratch allows you to flexibly integrate with any third-party services, ERP, IP telephony, marketing platforms, warehouse and accounting systems – without restrictions and unnecessary crutches.

Data security and control

Only you own the entire system and control the storage and use of your data – customer databases, analytics and internal processes. Unlike cloud boxed solutions, you do not depend on SaaS platform providers and their data processing policies.

Support and development on your terms

You determine when and how to update the system, add modules or implement improvements. Without having to wait for releases from the vendor or pay for unnecessary updates.

No ongoing subscription payments

Unlike ready-made SaaS CRMs that require a monthly payment for each user, a custom system is developed once, and you become its owner. For long-term use in companies with a large staff, this is the right solution.

Ready-made solutions are sometimes appropriate for microbusinesses or temporary tasks, but these are constant costs. And developing your own management system is an investment in efficiency, control and scaling your business.

Developing an individual CRM requires time and more costs at the start, but at the same time it gives a lot of competitive advantages and allows the business to work at its own pace, without restrictions. If your company strives for growth, has specific processes, requires deep customization – a more rational and profitable solution in the long term will be an individual CRM.

CRM implementation is not just about installing a program, but a complex step-by-step process. To make the system really work for you, entrust its installation to professionals. Let’s take a closer look at the stages.

• Analysis and audit

The first step is to study current business processes – what works and what hinders development. Determining business needs and implementation goals, we form a strategy and describe it in detail in the terms of reference.

• Customization and customization

The system is adapted to the specifics of the business: the interface is customized, sales funnels are created, and roles and accesses are distributed among employees.

• Integration with services

Using APIs, connectors, and web services for integration, CRM is synchronized with important tools such as telephony, email, website, marketplaces, accounting, warehouses, and payment services to make everything work in a single ecosystem.

• Data transfer

This stage involves importing customer, transaction, and product information from your current systems into the new CRM. Then, it is cleaned of duplicates and structured so that only relevant and correct data is available in the new program.

• Testing the system

Before implementing CRM, we conduct functional and load testing to ensure that the modules work correctly, are secure, and meet customer requirements.

• Employee training

Before implementing CRM in the company’s work, users are trained to use it correctly and efficiently – they conduct trainings, record video instructions, and develop knowledge bases.

• Support and development

After the launch, we continue to support the system by tracking performance, making changes, adding new features and integrations with new systems, providing advice and helping to resolve user issues.

What do you need to implement CRM in your company?

Implementing and customizing a CRM system requires a professional approach, consistency, and the use of modern technologies and tools.

The team of specialists consists of:

• Business analysts who analyze the company’s current processes, identify needs, and develop an implementation strategy.
• Project managers who control the entire process of implementing CRM systems, prices, and deadlines, ensuring communication between all participants involved in the project.
• Programmers, whose task is to develop the system architecture and process logic, as well as the direct implementation of the functionality – backend and frontend developers create program code and provide integration with other services (telephony, 1C, marketplaces, etc.).
• Testers who check the system’s performance, identify and eliminate errors.
• Specialists to train users to work with CRM, develop instructions and training materials.
• Technical support that ensures the stable operation of the system after commissioning, updates the functionality, analyzes efficiency, and advises users.

To implement a CRM system implementation project, we use tools for

• integration – APIs, connectors, web services for integrating CRM with other systems;
• data transfer – ETL tools, scripts for importing and exporting data;
• training – online learning platforms, video tutorials, instructions.

Implementing a CRM system is a complex technical process and a strategic step that affects all aspects of a company’s operations: from sales to customer service and analytics. The success of this process depends on a number of factors that need to be taken into account at the planning stage.

In-depth analysis of business processes

To apply the management system effectively, you need to understand how the company’s internal processes are organized: who is involved in sales, what path the customer goes through, and how departments interact. Only based on this analysis can a logical and effective system architecture be built. Therefore, the development and implementation of CPM should always start with analysis.

Clearly set goals and objectives

CRM should solve specific business problems: increase the speed of processing applications, reduce manual labor, improve employee control, etc. Clear KPIs allow you to evaluate performance and adjust the system in the course of development.

Involvement of management and staff

Successful implementation is impossible without the participation of top management and key employees. It is important that CRM is perceived as a development tool, not an additional burden.

Full adaptation to the specifics of the business

Even a ready-made platform must be adapted to the real needs of a particular company. One-size-fits-all solutions rarely bring maximum benefit without modifications and customization. If you decide to implement an off-the-shelf program, evaluate all the limitations and rethink your decision.

User training

Even a functional management system will not bring the desired result if employees do not know how to use it. Well-organized training and internal documentation are essential elements of implementation.

Phased implementation

A high-quality CRM system cannot be implemented in one click. A gradual launch with testing in a limited area allows you to identify and eliminate errors before scaling to the entire business.

Technical support

Even after the launch, the CRM system requires support, improvements, and scaling. Having an experienced team that is ready to support the project in the long term is the key to stable operation and increased efficiency. After implementing the CRM system, we will not leave you alone with it, but will continue to develop your software as needed, maintain its stability and security.

How to choose a reliable contractor for CRM implementation

The success of automation largely depends on the team that implements the CRM system. A professional contractor not only installs the platform, but also adapts it to your company’s business processes as much as possible, transfers data from existing systems, automates key stages, trains staff, and ensures the system’s stable operation for years to come.

What to look for when choosing a contractor:

1. The contractor must understand the specifics of your business, whether it is eCommerce, logistics, healthcare, real estate, or a call center. The accuracy of process customization, relevant integrations, and the right CRM architecture depend on their experience.
2. It is better to choose a team that offers turnkey services: from business analysis and design to development, testing, implementation, training, and technical support. This format eliminates the fragmentation of solutions and reduces risks.
3. It is important that the contractor can adapt existing solutions to your business or develop an individual CRM from scratch. However, in both cases, a detailed audit, terms of reference, and further support are required.
4. Professionals usually look far ahead, so they immediately design a CRM with the prospect of adding new features and integrations. This is critical for a business that plans to grow.
5. Portfolio, implementation cases in various industries, customer recommendations are an important indicator of competence. Do not hesitate to ask for demonstrations and ask clarifying questions.
6. A responsible contractor will never disappear after the release. He is ready to provide technical support, revisions, and advice as your business grows.

AVADA MEDIA offers the development and implementation of CRM systems for any format, task, and business scale. We work with both custom development and adaptation of existing platforms, including finalizing the functionality for your goals. With us, you build the foundation for digital business management.

Many companies postpone CRM implementation until better times, not realizing that they are already operating at the limit of efficiency and losing customers, time, and profit. Let’s look at the key signals that indicate the need for automation.

1. Customer information is stored in an unorganized manner – in spreadsheets, messengers, and notebooks of different employees, and the history of interactions is lost or duplicated, which leads to errors, misunderstandings, and loss of trust. CRM unites all channels, and the team can work in a coordinated manner in a single digital space.
2. Managers do not have time to process requests. When the sales or support department gets overwhelmed with requests, the queue grows and the level of service decreases, the implementation of a CRM automates the processing, distribution, and control of tasks, helping to cope with the workload and scale without losing quality.
3. There is no transparent analytics, so it is unclear which channel brings in more leads, which manager is more efficient, and where exactly the business is losing money. The system generates real-time reports and provides managers with objective and reliable data for decision-making.
4. Problems with repeat sales and customer retention. If you can’t tell exactly when the customer bought the last time, what they ordered, and who worked with them, then there is no personalization. CRM allows you to build long-term relationships, launch automatic newsletters, retain attention, and increase LTV.
5. The company is growing, the number of clients, tasks, transactions, and employees is increasing, and the processes are not scalable. Without a centralized management system, the business simply “falls apart” – control is lost, discipline is reduced, and management decisions become intuitive rather than strategic. CRM structures processes and allows you to grow sustainably.

Possible problems and risks

The following difficulties may arise when implementing CRM:

• Insufficient preparation for implementation – the lack of clear goals, requirements, timelines, and budget, which can cause the project to get out of control. It’s important to consider all data and functions, as well as to think about data migration from existing systems to avoid losing information.
• Resistance from employees who don’t want to change their usual ways of working, especially if they don’t see any obvious benefits from implementing a CRM system. To minimize resistance, you need to provide quality training, explain the benefits, and show how the system will make their work easier.
• Incomplete integration of CRM with other services and tools reduces the effectiveness of the program, leads to scattered data, loss of information, and problems in communication between departments.
• The high cost of implementing a CRM system, especially if customization and integration with other services are required. But with a professional approach and high-quality implementation, this investment quickly pays off by increasing profits, reducing costs, and optimizing employee performance. If you implement a CRM system correctly, the price will quickly pay for itself.
• Incorrect setup and incorrect configuration of the system can lead to process failures, data loss, and inconvenience for users. Therefore, it is important that the implementation of crm in the company takes into account all the features and needs of the business.
• Insufficient training and lack of support lead to errors when working with the system, reducing its effectiveness. Organizing high-quality training and support at all stages of implementation helps to avoid this.
• Mismatch of functionality with needs – this happens if you decide to buy a CRM system for business instead of ordering individual development. Template and universal solutions have limited functionality and do not take into account the specifics of your business.

Each of our projects is a unique CRM system, the price of which depends on the specifics of the business, the amount of work, the chosen platform, the complexity of customization, and other nuances. The main factors that shape the cost of implementing CRM systems:

• type of system – implementation of cloud CRM is cheaper than local solutions that require server infrastructure, i.e. additional hardware costs;
• the complexity of customization and customization – the amount of work associated with the transfer, the need to clean and structure data;
• the number and complexity of CRM integrations with the systems used, such as telephony or accounting programs;
• technical support and maintenance after implementation can be included in the cost of CRM or paid separately;
• project complexity – functionality, number of users, design. Implementing a simple CPM requires fewer resources. Complex projects require more time, tools, and specialists.

Why is it worth ordering the implementation of a CRM system at AVADA MEDIA?

CRM implementation is a service that requires a modern and professional approach. By choosing AVADA MEDIA, you get not just an automation tool, but a full-fledged solution for growth and development, adapted to your business. Our key advantages:

• Deep expertise and successful experience in implementing CRM for companies in various industries.
• Individual approach – we customize the system for your business, not the other way around.
• Comprehensive support from audit and configuration to staff training and support. We offer not only CRM implementation, but also scale solutions that are already in use.
• Guaranteed results. You will get a CRM that really works and makes a profit.
• Transparent work – coordination of each stage and reporting to the customer.

You can order CRM, implementation, and maintenance of the program from us. We help companies build efficient processes, improve the quality of customer service, and increase profits using modern technologies.