Frequently asked questions about CRM and Bitrix24

CRM (Customer Relationship Management) is a system that centralizes all your customer information — contacts, communication history, deals and tasks — in a single platform.

Without a CRM, companies in Moldova lose on average 20-30% of leads due to lack of follow-up. Information gets lost in Excel sheets, personal inboxes or on the phone of an employee who may leave at any time.

With a properly implemented CRM, your sales team can instantly see each client's history, receive automated follow-up notifications and generate reports in seconds. The result? Higher conversion, more loyal customers and predictable revenue.

The investment in a CRM typically pays for itself within the first 3-6 months through streamlined sales processes.

A CRM increases sales through three main mechanisms: complete visibility, automation and analytics.

• Visibility: The visual pipeline shows exactly how many deals are in each stage. You instantly identify bottlenecks — for example, if leads stall at the proposal stage, you know to improve your commercial presentation.
• Automation: Follow-up emails, notifications and status updates happen automatically. Your team never forgets a client, and response time drops dramatically.
• Analytics: CRM reports show conversion rates, average deal values and each salesperson's performance. You make decisions based on data, not guesswork.

Companies using CRM report an average 29% increase in sales. At Bsmart, we configure pipelines and automations tailored specifically to your sales process.

A CRM audit is a detailed analysis of your current processes for sales, client communication and data management.

The audit answers essential questions: How do leads reach you? What happens after first contact? Where are you losing clients? How efficient are your team's processes?

At Bsmart, a CRM audit includes:

• Analysis of existing workflows (Excel, email, phone)
• Identification of critical points where opportunities are lost
• Assessment of data volume that needs migration
• Concrete recommendations for CRM configuration
• Budget and timeline estimate for implementation

An audit is the first step we recommend for any company in Moldova before investing in a CRM. It typically takes 2-3 days and provides a clear picture of what you need.

If you recognize at least 3 of these signs, your company needs a CRM:

• Customer information is in Excel, on paper or in employees' heads
• You don't know how many new leads you get monthly or how many convert to sales
• The sales team forgets to follow up on sent proposals
• When an employee leaves, you lose their client relationships too
• You can't quickly generate a sales report or forecast
• Clients complain about having to repeat information every time

Company size doesn't matter — even a 3-person team benefits from a CRM if they work with more than 50 active contacts. What matters is the willingness to digitize processes.

The Bsmart team can evaluate for free whether you're ready and what type of implementation suits you best.

Bitrix24 is an all-in-one business management platform that combines CRM, project management, internal communication, automation and documents in a single ecosystem.

Unlike other solutions that only offer CRM or project management, Bitrix24 provides everything. The platform is used by over 15 million companies globally and is available both in cloud and on-premise versions.

For the Moldovan market, Bitrix24 is one of the most affordable enterprise options — the free plan supports up to 5 GB storage and unlimited users. Paid plans start from €49/month for the entire company, not per user.

The interface is available in Romanian and Russian, making adoption easier for bilingual teams in the Republic of Moldova.

Yes, Bitrix24 is one of the most suitable platforms for SMEs. The pricing model — per company, not per user — makes Bitrix24 significantly more affordable than Salesforce or HubSpot as your team grows.

For a small company in Moldova with 5-15 employees, Bitrix24 offers:

• Functional free plan — basic CRM, tasks, chat and video calls
• Scalability — grow from 5 to 50 employees without changing platforms
• Mobile app — the team works on the go, not just from the office
• No hidden costs — the price includes all features of the chosen plan

Many Bsmart clients are companies with 5-20 employees in Chișinău who switched from Excel to Bitrix24. The key to success isn't company size, but proper configuration of the platform for your specific business processes.

Yes, Bitrix24 fully supports both Romanian and Russian — interface, notifications, automated emails and documentation.

Each user can set their preferred language independently, which is ideal for companies in Moldova where the team uses both languages. A manager can work in Romanian while a colleague in the technical department uses the Russian interface.

Additionally, custom CRM fields can be configured bilingually — for example, deal statuses can appear in the language each user works in.

At Bsmart, we configure Bitrix24 entirely in the language your team prefers. Training materials and documentation are provided in Romanian or Russian depending on the company's needs.

Bitrix24 stands out through its price-to-functionality ratio and adaptability to the Moldovan market.

• vs. Salesforce: Salesforce costs $25-300/user/month and requires advanced technical expertise. Bitrix24 costs €49-399/month for the entire company. For an SME in Moldova with 10 employees, the difference amounts to thousands of euros annually.
• vs. HubSpot: HubSpot offers a good free CRM, but advanced features (automations, reports) are very expensive. Bitrix24 includes project management, internal communication and HR — features that require separate subscriptions at HubSpot.
• vs. AmoCRM: Popular in Russian-speaking markets, AmoCRM is strictly a sales CRM. Bitrix24 adds tasks, documents, calendar and internal communication.

For companies in Moldova, Bitrix24 wins through bilingual Romanian-Russian support, affordable pricing and complete ecosystem. The Bsmart team can help you compare options based on your specific business needs.

Bitrix24 integrates with hundreds of services through the official marketplace, REST API and webhooks.

The most popular integrations for companies in Moldova:

• Telephony: Connection with local VoIP providers, calls directly from CRM, automatic call recording
• Email: Sync with Gmail, Outlook or IMAP servers — all emails appear in the CRM client card
• Messaging: WhatsApp, Telegram, Viber — manage all conversations from a single place
• Accounting: Integrations with 1C and other accounting systems used in Moldova
• Website: Contact forms, live chat and CRM widgets for the company website
• Documents: Google Drive, OneDrive — automatic file synchronization

If you need a specific integration not available in the marketplace, Bsmart can develop custom connectors through the Bitrix24 API.

The difference is like buying an ERP versus properly configuring it — without professional implementation, you risk having a powerful tool that your team doesn't use.

When you buy Bitrix24 on your own, you get the platform with default settings. But default settings don't reflect your company's processes. The sales pipeline is generic, fields don't match your data, and automations are completely missing.

A professional implementation includes:

• Audit — we understand how you currently work and what needs optimization
• Custom configuration — pipelines, fields, roles and automations adapted to your processes
• Data migration — correct transfer from Excel, other CRMs or databases
• Training — your team learns to use the CRM efficiently, not just open it
• Post-implementation support — adjustments and optimizations over time

Statistics show that 70% of CRM implementations without professional assistance fail. With Bsmart, the implementation investment translates into real productivity.

The cost of Bitrix24 implementation depends on process complexity and team size. As a guide for the Moldovan market:

• Basic Package (€500-1,500): Basic CRM setup, 1-2 sales pipelines, contact import from Excel, basic team training. Ideal for small companies with 3-10 employees and simple processes.
• Standard Package (€1,500-4,000): Advanced CRM, custom automations, telephony/email integrations, complete data migration, detailed training. Suitable for SMEs with 10-30 employees and complex sales processes.
• Complex Package (€4,000-10,000+): Full implementation with multiple departments, advanced automations, custom integrations with existing systems, complex workflows and extended support. For companies with 30+ employees or highly specific processes.

Prices are separate from the Bitrix24 license (from €0 for the free plan). At Bsmart we provide an exact estimate after the free audit — every project is evaluated individually.

Implementation duration ranges from 1 to 8 weeks, depending on project complexity.

• Basic Implementation (1-2 weeks): Standard CRM setup, data import, basic training. Your company can start using Bitrix24 in less than 10 business days.
• Standard Implementation (2-4 weeks): Advanced configuration, automations, integrations and complete data migration. Includes 2-3 training sessions for different teams.
• Complex Implementation (4-8 weeks): Multiple departments, complex workflows, custom integrations and extensive testing. Implementation is done in phases to minimize disruption to daily operations.

At Bsmart, we prioritize quick launch of core functionalities — your team can start working in the CRM within the first few days, with advanced features added progressively. You don't wait months for first use.

A professional Bitrix24 implementation with Bsmart covers the entire cycle — from analysis to post-launch support.

Standard implementation stages:

• Audit and analysis — mapping existing processes, identifying needs and defining objectives
• CRM configuration — custom sales pipelines, fields, statuses and roles
• Automations — CRM robots, triggers, automated emails and notifications
• Integrations — telephony, email, messaging, website and external systems
• Data migration — transfer from existing sources with validation and cleanup
• Team training — practical sessions tailored to each department
• Testing and optimization — complete verification before official launch
• 3-month support — technical assistance and post-implementation adjustments

Every implementation is fully documented — you receive a custom user guide for your team.

Yes, data migration is a standard part of any Bitrix24 implementation. Regardless of where you store your data now — Excel, Google Sheets, another CRM or even on paper — we can transfer it to Bitrix24.

The migration process includes:

• Existing data analysis — we assess structure, quality and data volume
• Cleanup and deduplication — remove duplicates, correct errors and standardize formatting
• Field mapping — connect fields from the old source to Bitrix24
• Import and validation — the actual transfer, followed by complete verification

We support migration from: Excel/CSV, Google Sheets, AmoCRM, Salesforce, HubSpot, 1C, Zoho and most other CRMs. For less common systems, Bsmart can develop custom migration scripts.

Important: migration is done with zero data loss and minimal disruption to company operations.

Implementation doesn't end at launch — that's when real optimization begins. After go-live, the Bsmart team provides a 3-month support period included in every implementation package.

In the first weeks after launch:

• Active monitoring — we verify the team uses the CRM correctly and identify issues
• Quick adjustments — modify pipelines, fields or automations based on real feedback
• Additional training sessions — for employees who need extra assistance
• Monthly report — CRM adoption analysis and improvement recommendations

After the included support period, we offer monthly maintenance contracts or on-demand interventions. Most companies opt for ongoing support in the first 6-12 months — as the team gains experience, the need for assistance naturally decreases.

Yes, training is essential and makes the difference between a CRM that's used and one that's ignored. The most common reason CRM implementations fail isn't technology — it's lack of training.

Bsmart training is different from generic YouTube tutorials:

• Role-based — salespeople learn CRM functions, managers learn reports, administrators learn configuration
• With real examples — we use your company's data and processes, not fictional scenarios
• Practical, not theoretical — each participant works directly in Bitrix24 during the session
• In the team's language — sessions are in Romanian or Russian, not English

We offer both group sessions (2-3 hours per department) and individual coaching for key users. After training, your team receives a customized written guide they can reference anytime.

Typically, 2-3 sessions are needed for the team to become self-sufficient.

Yes, Bitrix24 is one of the most flexible CRM platforms when it comes to customization.

What we can customize:

• Sales pipelines — stages, statuses and automations specific to your process
• Custom fields — any information specific to your industry (contract number, equipment type, region, etc.)
• Reports and dashboards — visualizations adapted to your company's KPIs
• Roles and permissions — each employee sees only what they need to see
• Web forms — lead capture from your site with custom fields
• Complex automations — workflows that exactly mirror your internal processes

For more advanced customizations, Bitrix24 offers a complete REST API and the ability to create internal applications. The Bsmart team can develop custom modules — from specific reports to integrations with local systems in Moldova (1C, banking systems, etc.).

Yes, Bitrix24 provides a high level of security for your company data, with multiple layers of protection.

• Encryption — all data is encrypted in transit (SSL/TLS) and at rest (AES-256)
• Data centers — servers are in ISO 27001 certified data centers with multiple redundancy and automatic daily backups
• Access control — granular roles and detailed permissions. You can restrict access by department, team or even individual CRM fields
• Audit log — every action in the system is recorded. You know exactly who accessed, modified or deleted any information
• Authentication — support for two-factor authentication (2FA) and Single Sign-On (SSO)

For companies requiring maximum control, Bitrix24 also offers an on-premise version — data stays on your company's server, not in the cloud. The Bsmart team can advise which option suits your security and compliance requirements.