The most convenient CRM for Ukrainian business in 2024
SPECIAL PROJECT
according to Finance.ua
For online retailers and other businesses around the world, CRM systems have already become irreplaceable assistants. They simplify communication with customers, relieve employees of their workload, and allow you to monitor the work of your team. Finance.ua has been looking into the functionality offered by modern CRMs and what to look for when choosing them. We have reviewed 4 interesting, in our opinion, systems available to Ukrainian businesses right now.
What is CRM and
who needs it?
CRM, or Customer Relationship Management, is a software designed to systematically manage the relationship between a company and its customers.
The integration of such systems significantly increases the efficiency of a business, especially when it works with a large number of clients. Such systems are irreplaceable for online retailers, banks, insurance companies, travel agencies, IT solution developers, cinemas, and generally anyone who offers goods or services to customers.
The primary task of a CRM system is to establish relationships between the customer and the seller. A customer can contact a company in different ways: by filling out a request on the website, writing in messengers or by email. That's why CRM exists: so that company employees don't have to check all these sources and keep in mind who wrote from where and where they should respond.
Another basic function of the software is to collect all customer requests into a single database. A separate page is usually created for each customer, where the history of their purchases and activities, contacts with managers, order fulfilment status, and so on are collected. In fact, everything that allows you not to lose a customer and stay in touch with them.
In fact, these functions are the skeleton of a CRM system. And then various programmes build up their ‘muscles’ — additional features that will also come in handy.
Process management in the company. CRM systems automate work within the team, as they contain task schedulers,
tools for delegating work, interacting between departments, etc. Let's say a person who wants to build a private house contacts a design studio. Then the manager who first processes the request can immediately indicate which of the company's departments is responsible for this area of work — and the request will be automatically sent to the appropriate specialist.
Work automation. Modern CRM systems are also capable of performing part of the work independently, without the
intervention of employees or with their minimal involvement. For example, send a price list of services, a commercial offer, and payment details. You can even set up birthday greetings or personalised offers for the client.
Control over the company's work. Not all employees may be happy with this, but CRM helps management track the
performance of each team member. The number of sales, contacts, achievement of various KPIs — all this data is structured and becomes easy to analyse.
Data storage. These services also provide storage of documents, contacts, and all other necessary information for
the company's work in the cloud. Thanks to this, employees can access them from any device and location.
General company analytics. CRM allows you to track various processes in the company, but the most important
of these is sales results. How many people applied, through which channels, what proportion of applications resulted in transactions, and at what stage the client refused to buy. This data helps to better set up sales funnels and find weaknesses in customer relations.
“They aren’t suitable for businesses that aren’t yet ready to organise their internal processes. It’s enough for them to keep customer lists in spreadsheets, set appointments in Google Calendar, and write down tasks in a notebook. Until they have an internal request for change, you shouldn't force them to implement CRM,” says Dmytro Suslov, CEO and co-founder of Uspacy.
On which CRM features you should pay attention
There are dozens of different CRM systems on the Ukrainian market that are designed to solve various tasks.
The interface which is convenient for you. If you ask representatives of any CRM system about its convenience, they
assure you that it’s easy to use and understandable on an intuitive level. However, design is a matter of personal taste and habit. Therefore, you should review several programmes and decide which one is most comfortable for you.
Support and training. This is especially important if you're integrating CRM for the first time, as it can be difficult to
understand all the features of even the most convenient systems on your own.
“Each industry has its own business processes. They differ significantly between a fitness club and an online retailer. The same CRM system cannot work for all industries. So, each company should choose the system that best suits it and pay attention to several features,” explains Oleksii Steklov, Head of CRM at SalesDrive.
Specialisation of the system. CRM developers never say that their system is suitable for any business (and even if they do,
you should be careful about them). Usually, they have a certain specialisation: large, medium, or small companies, the area of work, the specifics of customer interaction, etc.
Availability of the necessary functionality. Before choosing a CRM system, decide what features you need from it.
If you sell through marketplaces or specific social networks, you need to know whether you can integrate them. If your company has a large number of employees, you need more advanced workflow analytics and better interaction between departments. If you can't set up sales funnels, look at those who offer advanced business intelligence.
Data security. Since CRM systems store a large amount of information about customers and internal processes in
a company, it is important to ensure the reliability of storage. Therefore, it is worth checking whether the service encrypts data and has backups.
Price and trial period. All advanced CRM systems are paid for, so it's worth comparing their prices. Better yet, you can use a free
trial period to make sure the functionality suits you. Developers usually offer it.
“In order to automate your business processes efficiently, you need to first study them, identify the main components, and only then choose a CRM for their digitalisation. We conducted a study among our clients — more than 2,000 Instagram shops — and found that after implementing only two functions out of the numerous features, sales increased by 25%. In some real-life cases, the increase was as high as 50%. These impressive results were achieved thanks to two key features: automatic message chains in chats and a built-in payment system in social networks and messengers,” says Artem Sytnikov, CEO and co-founder of SITNIKS CRM.
“The choice of CRM should start with an understanding of the key business needs. Integration with communication channels, process analytics, or automation are tools that increase efficiency. The right CRM becomes an irreplaceable tool for business scaling,” says Dmytro Tianulin, Regional Director of the Ukrainian market at NetHunt CRM.
NetHunt CRM is a Ukrainian CRM system that offers a range of functions for high-quality organisation of customer data, automation of business processes, and control over team efficiency. NetHunt CRM clients include Rozetka Pay and monobank.
The main functionality of the system allows you to:
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quickly process applications and requests;
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collect all information about customers and interaction with them;
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track the progress of transactions and control the sales process;
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build sales forecasts;
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automate processes;
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evaluate which lead generation channels are the most effective;
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monitor the effectiveness of teams.
The system is integrated with Gmail and Google Workspace, telephony services such as Ringostat, UniTalk, Binotel, Telegram, Viber, Instagram, WhatsApp, and many other services and websites.
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NetHunt CRM integration with Telegram
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System feature
CRM can be adapted to any scenario and business process: from simple lead processing to complex multi-stage sales funnels. It is possible to create an unlimited number of fields and folders for data organisation, customise their structure, add or remove the necessary elements to track sales, activities, etc.
Centralised database management. All important data is stored in a single system. All interactions with customers, including correspondence, call recordings, documentation, tasks, and comments from managers, are available in one interface — the customer card.
Automation of business processes, including the collection of lead requests from all channels, automatic data entry and updating, lead nurturing, updating deal statuses, and much more.
Process automation in NetHunt CRM
Mass mailings
The system allows you to segment customers and send personalised campaigns to specific audience groups. You can also track campaign results in real time: analyse the opening of emails, replies, clicks on links, and the number of unsubscribes.
Price
NetHunt provides 14 days of free access to the full functionality of the system.
After that, depending on the functionality you choose, the price ranges from €10 (€8 if you pay for a year) to €40 per month (€32 if you pay for a year).
Ukrainian CRM system was created in 2012. It’s focused on online retailers and has the functionality required primarily for them. SalesDrive automates order processing, creating and tracking waybill statuses, and allows you to keep track of your warehouse.
Main functionality:
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collecting orders from websites and marketplaces into CRM;
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auto-distribution of orders between managers;
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creation and tracking of waybills for various delivery services;
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automatic notification of customers via SMS and Viber about the status of order processing;
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acceptance of orders from messengers and chatbots;
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accounting of goods and warehouse balances, synchronisation of goods with the website;
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creation of invoices, expense invoices, and other documents;
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fiscalisation of receipts;
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tasks;
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payments;
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email.
Features of the system
CRM integrates with key Ukrainian marketplaces: Prom, Rozetka, Epicentr, Allo, Zakupka, Kasta, Hubber. Requests from these sites are automatically entered into the system and distributed among managers, and instant notifications are sent to them.
There is also integration with delivery services such as Nova Poshta, Ukrposhta, Meest, and Rozetka pickup points. This allows you to track the delivery status, generate express delivery notes, and automatically fill in data from the product catalogue (size, weight, and description of the shipment).
SalesDrive also allows you to manage your warehouse — control the stock of goods and synchronise this data with the website, monitor the movement of goods between several warehouses, etc.
In addition, SalesDrive allows you to correspond and process orders from different chatbots and messengers in one window: Instagram, Facebook, Telegram, and Viber.
Another feature of the system is the printing of invoices, invoicing, payment entry, and cheque fiscalisation. Creating documents, printing them, and sending invoices by email takes just one click.
Price
SalesDrive provides a free 14-day trial period with no restrictions.
After that, the price of the system will depend on the number of users. In the cheapest package for up to 2 users, CRM will cost UAH 847 per month if paid quarterly and UAH 677 per month if paid for the year. The most expensive package for 100 users will cost UAH 9,295 and UAH 7,436 per month, respectively.
This is a CRM system for business automation that is suitable for owners of Instagram and TikTok stores, entrepreneurs selling through online retailers, as well as domestic marketplaces (Rozetka, Prom.ua). More than 2000+ Instagram stores are connected to the system, with a monthly turnover of UAH 200 million.
The main functionality of the system includes:
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a full-fledged mobile application for all devices;
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combining all orders and communications from messengers and social networks into a single ecosystem;
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warehouse accounting, finance, tasks, telephony;
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automation of chats and order processing;
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automatic fiscalisation of orders;
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built-in payment system for chats;
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mass actions in orders and chats;
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statistics;
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integration with delivery services.
System feature
SITNIKS CRM has its own mobile application, which is unique for Ukraine and speeds up and simplifies work management. It can be used by all clients of the company at no extra charge.
The system integrates with key Ukrainian marketplaces. Thanks to this, it automatically updates order statuses and synchronises product balances across different platforms. SITNIKS also helps to track changes in the quantity of goods in stock.
The service has functionality for more convenient sales on social media. In particular, customers can connect an unlimited number of their Instagram stores with any number of followers to the system. SITNIKS allows not only to receive all messages from them (and other social networks) but also to automate communication. In particular, you can send template messages about the delivery status.
Another important function is the automation of document flow and the creation of fiscal receipts for RRO (registrar of settlement operations) (PRRO) with minimal involvement of managers.
Price
Like the previous services, SITNIKS CRM provides a trial period of 14 days. During this time, access to all system functions is free.
Later, the cost of the service starts from $40 per month. If you pay for six months, you can get a 10% discount, and for a year — 15%.
Uspacy is a Ukrainian service that was launched in early 2023 and is focused on the global market. In addition to Ukrainian, its interface is available in four other languages: English, Polish, Spanish, and Portuguese.
The system is distributed on a freemium model, meaning that the basic functionality is free for users, while additional features require a fee.
The key functionality includes,
in particular:
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integration with digital communication channels (social networks, messengers, telephony, e-mail, website widget);
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collection and systematisation of the customer base;
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a complete product database and its synchronisation with the website;
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connection with tasks and cases;
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instant notifications about new orders;
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document flow automation;
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a system for analysing key company indicators.
Card for an incoming phone call to Uspacy
System feature
Uspacy is a comprehensive platform, a set of tools for organising the processes of small and medium-sized businesses. CRM is one of its powerful functional blocks. But besides that, the system has tools for working with people in the company, chat, news feed for internal communication, integration with all digital communication channels (social networks and messengers, telephony, email), tasks for collaboration and project activities. Analytical tools and business process automation are also available.
At the same time, Uspacy is a flexible and open platform built on APIs, which gives it endless possibilities for customisation and integration with other systems and products. The platform can be integrated with marketplaces (Rozetka, Prom, Allo, Kasta, etc.), CMS platforms (Horoshop (Cartum), Shopify, Webflow, Weblium), payment systems and software RRO (Registrar of settlement operations), and Nova Poshta.
View deals in progress in Uspacy
With the help of the Document Generator, you can create any document in a few steps using data from the CRM system. For example, you can create contracts, invoices, or bills from a template.
Price
Basic features of the system are available for free, while advanced features require a fee.
In addition to the free plan, there are Standard and Professional plans. They use a pay-per-user system. The Standard plan costs UAH 319 per month or UAH 3190 per year. The Professional plan costs 639 UAH and 6390 UAH respectively.
As you can see, there are various options for CRM systems available on the market, so every business can choose the best one based on its needs and budget.