Who works with clients, and how
The list of people who take enquiries, sell, deliver or provide support, and what each of them does.
CRM implementation and configuration
CRM implementation: the Bsmart method, step by step
Implementing a CRM does not mean "installing the software". It means understanding how the company works, mapping that process into the system, connecting the lead sources, automating what is repetitive and going live with a trained team. That is how we do it at Bsmart — whether we choose a custom CRM or Bitrix24.
A standard customised CRM can be implemented in roughly 14 days, depending on integrations and process complexity.
What does implementing a CRM mean?
CRM implementation is the process by which the system comes to reflect how the company really works: the sales stages, the fields on the client card, the roles, the lead sources (website, Meta, telephony), the automations (distribution, tasks, notifications), the reports and, where needed, the migration of data from Excel or an old CRM. It ends when the team works in the system every day — not when the software is installed.
The 10 steps of a CRM implementation with Bsmart
The order is the same for every project; how long each step takes depends on integrations and process complexity.
We understand the current flow
A 45–60 minute conversation with you and with the people who actually work with clients: how enquiries come in, who picks them up, what happens next, where they get lost. We propose nothing at this stage — we listen and take notes.
Outcome: a sketch of the current process, with the weak points marked
We map the processes
We turn the conversation into stages, roles, fields and rules. What is mandatory, what is optional, what can be automated. We validate it with you before configuring anything.
Outcome: the future process map, approved
CRM structure
Pipelines, stages, the client card, roles and permissions, notifications. This is also where we decide the platform: a custom CRM (with Telegram, if the team works from phones) or a configured Bitrix24.
Outcome: the CRM configured, with no real data yet
Integrations
Website and forms, Meta (Facebook, Instagram), telephony/PBX, Telegram, existing databases, accounting — only the ones relevant to you.
Outcome: leads enter the system on their own
Automations
Lead distribution, automatic tasks on stage change, reminders, escalation, periodic reports.
Outcome: nobody copies data by hand any more
Data migration, if needed
From Excel, from an old CRM or via API. We clean duplicates, map the fields, import and check a sample together.
Outcome: client history in the new system, verified
Testing
We run the flow with real leads, in parallel with the old way of working, for a few days. What is not used gets removed; what is missing gets added.
Outcome: the list of adjustments, resolved before launch
Team training
By role: each employee learns what they do daily (usually 3–5 actions), the manager learns the Web Admin and the reports. Short materials, in Romanian or Russian.
Outcome: a team that knows exactly what to do
Go-live
We switch to the new system, with support in the first days for questions and unexpected situations.
Outcome: the team works in the CRM
Improvements after the first weeks
Together we look at what was used and what was not. We adjust stages, buttons, notifications, reports. A CRM that stays in use is one that adapts to reality.
Outcome: a CRM that is used, not just installed
What to have ready before the project starts
The clearer these are, the faster the implementation goes. No formal documents needed — a conversation is enough.
Where enquiries come from
Website, Facebook/Instagram, phone, Viber/Telegram, referrals, physical shop. Roughly how many per month.
The real sales stages
Not the ideal ones — the ones that actually happen. Including where things get stuck.
What you want to see as a manager
Three to five questions you want answered at any time: how many leads, how many lost, why, who is doing what.
Existing data
Spreadsheets, the old CRM, the phone contacts. They do not need cleaning beforehand — we handle it together.
Technical access
Who administers the website, the Facebook page, the phone system. We will ask them for specific access for the integrations.
How long does a CRM implementation take?
A standard customised CRM can be implemented in roughly 14 days, depending on integrations and process complexity. Projects with many integrations, data migration from several sources or specific logic take longer — and we tell you so in the first conversation.
What affects the timeline
- The number of integrations (every lead source is an integration)
- The volume and quality of the data to migrate
- How many different pipelines and roles there are
- How quickly you validate the proposed structure
- Whether there is specific logic (calculations, generated documents, complex rules)
As a guide, for a standard customised CRM
- Days 1–2: current process and future process map
- Days 3–6: CRM structure
- Days 7–10: integrations, automations, migration
- Days 11–14: testing, training, go-live
Custom CRM or Bitrix24: how we choose the platform
The method is the same; we choose the platform based on the process, the team and the integrations — not before we have seen them.
A configured Bitrix24, when…
- You need many standard modules (CRM, tasks, chat, documents) in one place.
- The process resembles a classic B2B/B2C sales flow.
- The team works mostly in the office, from a browser or the Bitrix24 mobile app.
- You want a well-known platform with a large ecosystem of ready-made integrations.
A custom CRM, when…
- The process is specific and a template would distort it.
- The team works from phones and you need a Telegram interface.
- You have integrations with in-house systems or existing databases.
- You have tried a standard CRM and the team did not use it.
We do not recommend a platform before the first conversation. Sometimes the honest answer is "a well-built spreadsheet, for now" — and we say so.
Common mistakes in CRM implementation (and how we avoid them)
Starting from features, not from the process
Everything the platform offers gets switched on, and the team gets lost. We start from 3–5 daily actions and add gradually.
Lead sources are not connected
The CRM is configured, but Facebook enquiries are still noted down by hand. Integrations are step 4, not "later".
General training instead of training by role
A two-hour presentation for everyone. We train each role on what they actually do, in 30–45 minutes.
No internal owner
Without someone at the company who validates the structure and answers questions, the project drags on. We ask for an owner from day one.
Going live without parallel testing
The first day in the CRM is the first day with real leads. We run in parallel for a few days and fix what comes up.
Nobody comes back after launch
What is not adjusted after the first weeks gets abandoned. Step 10 is part of the implementation, not a separate service.
Frequently asked questions about CRM implementation
Short answers to what companies ask us most often before a project.
How long does a CRM implementation take?
A standard customised CRM can be implemented in roughly 14 days, depending on integrations and process complexity. Complex projects take longer, and we estimate the timeline in the first conversation.
How much does implementation cost?
It depends on the number of users, integrations, automations, reports and data migration. For Bitrix24, the platform licence is added on top. You get a clear quote after the first conversation, stating what is included and what is not.
What do we need to prepare?
Who works with clients, where enquiries come from, the real sales stages, what you want to see as a manager, existing data and technical access. A conversation is enough — no formal documents needed.
Can we migrate from another CRM or from Excel?
Yes. We clean duplicates, map the fields, import and check a sample together before launch.
Can it integrate with telephony, Meta and the website?
Yes — these are the most common integrations. Every lead source is an integration, and the project timeline depends on how many there are.
Do you work with companies outside Chișinău?
Yes. Implementation is done largely online, in Romanian or Russian; we come on site when it is useful.
What happens after launch?
Support in the first days, then a review after the first weeks: we adjust stages, buttons, notifications and reports based on how the system is actually used.
Who chooses the platform, you or us?
We recommend, after seeing the process, the team and the integrations — a custom CRM or Bitrix24. The final decision is yours.
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Request a demo
The first conversation is also the first step of the implementation: you tell us how you work now, we show you what the CRM would look like, and you get a clear quote. No commitment.
- A 45–60 minute conversation about your current process
- A platform recommendation: custom CRM, Bitrix24 or neither yet
- A timeline estimate and a tailored quote