CRM
To understand how effectively your managers work with clients, you must first record and analyze all interactions. A CRM system is precisely designed to gather a complete history of communication with clients, measure key performance indicators, and automate routine processes—without complicating your team’s life. A properly implemented CRM helps build long-term client relationships, improve service quality, and increase sales.
CRM implementation is one of the key elements of a company's digital transformation. This process allows businesses to systematize their work with customers and achieve tangible results:
- Reduce the time and labor costs for employees through automation.
- Speed up the processing of requests and deals at all stages of the sales funnel.
- Provide consistently high-quality service for every client.
- Minimize errors when working with data and ensure the accuracy of information in the database.
- Remind managers of required actions and ensure that no step is missed.
- Measure response times to inquiries and task completion, identifying bottlenecks.
- Track conversion at every stage and understand where the sales funnel can be improved.
- Plan sales and forecast revenue based on real data.
- Automate repeat sales, cross-selling, and other client interaction processes.
SKALAR implements CRM system projects for medium and large companies. Over more than 14 years of operation, our team has developed several custom CRM platforms from scratch and implemented dozens of ready-made solutions for clients’ unique requirements. This experience has shown that CRM implementation is a complex project at the intersection of technology and business, requiring a reliable partner. We practice a project-based approach that covers three levels of work: technical, technological, and organizational. As a result, your CRM project is built on a solid foundation from the start and remains in safe hands.
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According to experts, up to 80% of a CRM project’s success is determined at the analysis and planning stage. That’s why we pay special attention to the pre-implementation analysis. At the beginning of our collaboration, experienced SKALAR business analysts (with over 17 years of CRM project experience) conduct an in-depth study of your business: its goals, processes, and current issues in client engagement. We help you identify the results you want to achieve with CRM (using the SMART method) and determine system requirements.
Business process analysis. Our analysts thoroughly investigate your existing client interaction processes (sales, service, marketing, etc.). Using the BPMN 2.x notation, we describe the current process state (AS IS) and model an optimized target state (TO BE). This approach helps visualize exactly how CRM will fit into your workflow and what changes are needed to improve efficiency. Based on this analysis, we create a “Implementation Concept” document, outlining the project’s goals, optimized process models, the future system’s functionality, and its implementation plan.
Choosing the optimal solution. During the concept stage, our experts also help determine which path is best for your project: implementing a ready-made CRM platform or developing a custom solution. We objectively evaluate the systems available on the market (for example, Uspacy, SalesDrive, Microsoft Dynamics, etc.) and their suitability for your requirements. If standard features are insufficient, we can suggest enhancements or the creation of a custom CRM that fully accounts for your business’s specifics.
The result of the analysis stage is a finalized set of requirements and a clear implementation plan. All project participants—yourself as the client, our analysts, developers, and managers—share a unified vision of the future CRM. This eliminates uncertainty, reduces risks, and lays a strong foundation for successful execution.
Implementation of ready-made CRM systems
SKALAR specialists will help select and implement the optimal off-the-shelf CRM system based on your goals. We work with modern platforms (1C-Bitrix24, amoCRM, etc.) and know their strengths. A ready-made solution allows you to start the project quickly, while our team takes care of fine-tuning the system, customizing functionality for your processes, and migrating data from old databases. As a result, you get all the advantages of an industrial platform tailored specifically to your business.
Custom CRM development from scratch
When system requirements go beyond the capabilities of standard products, we offer custom CRM development. This is relevant for companies seeking a unique solution that fully reflects their internal processes and know-how. We will design the architecture, build the backend and frontend, implement the necessary business logic, and handle integrations. This approach ensures maximum flexibility — the system evolves with your company and can scale to any workload.
CRM for sales and marketing departments
CRM systems are often the primary tool for sales departments. We implement CRMs that help effectively manage leads and deals: from automatic lead collection across multiple channels (website, calls, email) to task assignment and execution control. The system builds a unified sales funnel, reminds of next steps, logs all client communication, and automatically generates proposals, invoices, and other documents. Integration with email and messengers allows correspondence directly in the client card. The marketing department gets tools for database segmentation, email campaigns, tracking customer reactions, and analyzing campaign conversion. Management can always access up-to-date sales forecasts and take timely actions.
CRM for customer service and support
For companies where after-sales service is crucial, we implement CRM modules for support teams. The system tracks customer requests from all channels (phone, chat, email), logs tickets and incidents, and monitors resolution times. Built-in business processes help distribute tickets, control SLA compliance, and create a knowledge base. Management receives statistics on response speed and quality, allowing continuous service improvement and increased customer satisfaction.
Comprehensive portal solutions with CRM
CRM systems are often part of a larger ecosystem. SKALAR has expertise in building corporate portals and B2B accounts with built-in CRM functionality. For example, for the major insurance company British Auto Club, our team developed a unified solution: a CRM system and an internal corporate portal. The project was large-scale — over 1000 employees work in the new system. We deeply customized the standard CRM platform, developed over a dozen unique modules for the specific needs of the insurance business, and integrated telephony and third-party services. Thanks to a well-thought-out architecture, the system is fail-safe and capable of handling thousands of operations per day. This case shows we’re ready to tackle challenges of any complexity — from standard implementations to building high-load distributed client management systems.
CRM Expertise and Business Process Focus
We specialize in CRM implementation and business process automation projects. This means your project will be handled by experts who deeply understand the domain — from sales and customer service intricacies to the technical aspects of CRM systems. We don’t just install software; we offer strategic expertise, helping you define the most effective way to work with your clients.
Proven Track Record with Large-Scale Projects
Over the years, we’ve built a strong portfolio of CRM implementations for clients with high expectations — from multinational corporations with thousands of users to agile online businesses managing hundreds of orders daily. Our experience includes successful CRM rollouts for organizations with over 1,000 employees (e.g., a leading insurance company). We know how to deliver results in high-load, complex environments.
A Strong, Experienced Team
Your project will be executed by a well-coordinated team of professionals — business analysts, system architects, backend and frontend developers, QA engineers, and project managers. Many of our core specialists have 15–18 years of industry experience. This level of expertise allows us to find effective solutions where less experienced teams might struggle. You’ll work with consultants who prioritize business value at every stage.
Adaptive and Structured Project Approach
Our unique implementation methodology combines global best practices. We balance thorough analysis and planning (BABOK, UML) with flexible project management (Agile/Scrum). This approach allows us to respond to changes quickly while maintaining control over deadlines and budgets. The result is a solution that reflects your actual business needs without the constraints of rigid waterfall models.
End-to-End CRM Services
We deliver the entire CRM implementation lifecycle — from business consulting and requirement analysis to development, deployment, training, and post-launch support. No need for multiple vendors. Our integrated team handles everything, ensuring consistency, saving your time, and delivering a high-quality result from one partner deeply involved in your business.
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Examples of projects on implementation and creation of CPM systems