Pipeline and stages
Your company's sales stages (or order, service or recruitment stages), named the way your team names them; multiple pipelines if you run different processes; automatic actions on every stage change.
Custom CRM · Bsmart, Chișinău
Custom CRM: we don't bend your company to the CRM — we build the CRM around your company.
There are two ways to implement a CRM. The first: buy a piece of software and train your people to work the way it wants. The second: start from how the company already works and build the system around that process. Bsmart does the second — with pipelines, fields, roles, notifications, integrations, Telegram and AI configured for your company.
We build and configure CRMs from Chișinău for companies across Moldova · a standard custom CRM in roughly 14 days
We don't bend your company to fit the CRM.We build the CRM around your company.
A system the team uses every day is one that looks like the way they already work.What is a custom CRM?
A custom CRM is a customer management system built or configured around a company's actual process: the sales stages are its own, the fields on the customer card are the ones it genuinely needs, roles and notifications reflect who does what, and the integrations (telephony, Meta, website, databases) are only the relevant ones. Unlike a generic CRM, where the company adapts its processes to the platform, here the system adapts to the company — including the working interface, which can be web, Telegram or both.
Two ways to implement a CRM
Both “work” on paper. The difference shows up three months later, in how many people are still using the system.
Staff adapt to a rigid piece of software
- The pipeline stages are the platform's; the team learns to “translate” them.
- The customer card has 30 fields, 6 of which matter; the rest stay empty.
- The main interface is the platform's app; the field agent opens it in the evening, from memory.
- Reports show what the platform measures, not what the manager wants to know.
- After a few weeks, data gets entered partially, then not at all.
The CRM is built around the process
- The stages are the company's own, with the names the team already uses.
- The card has exactly the fields that are needed; mandatory ones are filled in with buttons.
- The interface is where people actually work: browser at the office, Telegram in the field.
- Reports answer the manager's questions, at the time they want them.
- What isn't used gets removed; what's missing gets added — the system stays in use.
We're not saying standard platforms are wrong — we configure Bitrix24 too, when the process fits. We're saying the adapting should be done to the system, not to the people, whatever the platform.
What we customise, specifically
Every element below is a decision made together with you, starting from your current process. Not all of them are needed by every client.
Card fields
What you need to know about a customer or an order: budget, area, size, deadline, source of financing — whatever makes sense in your business. Few mandatory fields, filled in with buttons.
Roles and permissions
Agent, team lead, manager, administrator, accountant: each sees and edits only what they should. An employee who leaves is deactivated in one click.
Lead routing
Round-robin, by area, by product, by language, by workload or “first to tap” — with escalation when nobody picks the lead up.
Notifications
New lead, overdue task, stage changed, feedback received — to the right person, on the right channel (Telegram, email, app), at the right moment.
Tasks and reminders
Created automatically on a stage change or manually; the day's list in the morning; escalation to the manager for overdue ones.
Reports and dashboard
The metrics you actually track — sources, conversion by stage, response time, performance per employee — generated automatically and sent at a fixed interval.
Telegram interface
For teams that work from their phones: the lead arrives as a message with buttons, the card is updated from the chat, tasks show up in the morning. The manager stays in Web Admin.
AI, where it helps
Transcribing voice notes, extracting fields from long messages, summaries for the manager, suggested replies — always with a human check.
Telephony / PBX
Calls appear on the customer card; a call from a new number creates a lead; click-to-call where the PBX allows it.
Existing databases
The customer, product or order list you already have, connected via API or imported, with a check after import.
Company systems
Website and forms, Meta (Facebook, Instagram), accounting or ERP, wherever there is an API — data exchange, not manual copying.
Where the team works: web, Telegram or both
The interface isn't a detail — it's the reason a CRM gets used or doesn't.
Web Admin, in the browser
For the office and management: full pipeline, reports, rule configuration, fields, roles, integrations.
Telegram, on the phone
For the field: agents, couriers, technicians, salespeople. Daily actions (take, call, update, move stage) from messages with buttons. See the Telegram CRM page.
Both, on the same data
The most common setup: the field team in Telegram, the manager and the office in Web Admin. One database, one history.
Generic CRM or custom CRM
An honest summary, from a company that does both.
Generic CRM (standard platform)
- Predefined architecture, large set of general features.
- The company adapts its processes, in part, to the platform.
- Standardised workflows; a good fit for a classic process.
- Per-user licence costs.
- Good when you need many modules and can accept a standard workflow.
Bsmart custom CRM
- Workflow drawn from the company's process: stages, fields, roles.
- Only the integrations you need: telephony, Meta, website, databases, AI.
- Telegram interface for the field, Web Admin for management.
- Reports on your metrics.
- Good when the process is specific, the team is in the field, or a previous CRM was abandoned.
Which one is “better” depends on the process, the team and the integrations. We look at them in the first conversation and recommend — sometimes Bitrix24, sometimes a custom CRM, sometimes “a well-built Excel sheet, for now”.
What customisation looks like by industry
The same principles, applied differently. We've described a few types of business separately:
How we build the custom CRM
A standard customised CRM can be implemented in roughly 14 days, depending on integrations and process complexity.
Your current process
How enquiries come in, who picks them up, what stages actually exist, where they get lost.
Outcome: a process sketch, with the weak points
The structure
Pipeline, fields, roles, notifications, the Telegram buttons — validated with you.
Outcome: the configured CRM
Integrations and automations
Telephony, Meta, website, databases; routing, tasks, reports.
Outcome: data comes in on its own
Testing, training, launch
A parallel run with real leads, training by role, launch, adjustments after the first weeks.
Outcome: a CRM that gets used
Frequently asked questions about custom CRM
Short answers to what companies ask us most often.
What does “custom CRM” mean at Bsmart?
A system built or configured around your process: the stages, fields, roles, routing, notifications, reports and integrations are your company's own. The interface can be web, Telegram or both.
Can the pipeline be customised?
Yes — the stages, their names, their order, the automatic actions at each stage and the loss reasons. You can have several pipelines for different processes.
Can it integrate with telephony, Meta and the website?
Yes. These are the most common integrations: calls on the card, leads from Meta Lead Ads with the campaign preserved, website forms with the source preserved.
Can it connect to our database or another system?
Yes, via API or import, wherever that system provides access. We check the specifics in the first conversation.
Do staff have to install a new app?
Not necessarily. For field teams, the interface can be in Telegram, which they already have. The manager uses Web Admin in the browser.
What can the AI do?
Transcribe voice notes, extract fields from messages, summarise for the manager, suggest replies. Always with a human check — the AI is an assistant, not a decision-maker.
How long does it take?
A standard customised CRM can be implemented in roughly 14 days, depending on integrations and process complexity.
How much does it cost?
It depends on the number of users, the workflows, the integrations, the AI, data migration, dashboards and any specific development. We don't publish a fixed price; after the first conversation you receive a tailored quote, stating what it includes and what it doesn't.
Can we migrate from another CRM?
Yes. We migrate contacts, deals and documents, with validation after import.
What does the manager see?
The pipeline in real time, unanswered leads, workload per employee, sources, conversion and the periodic reports — in Web Admin or in Telegram.
Continue with
Request a demo
We'll show you, on an example close to your company, what a CRM built on your process would look like. No commitment — and you get a tailored quote after the conversation.
- A 45–60-minute conversation about your current process
- An honest recommendation: custom CRM, Bitrix24 or neither, for now
- A tailored quote, stating what it includes and what it doesn't
- In Romanian or Russian, online or at your office