CRM Development

We implement and customize Bitrix24, automate business processes, and develop custom CRM systems tailored to the needs of each company.

A CRM can manage much more than a customer database and a sales pipeline. A single system can bring together sales teams, contracts, documents, payments, tasks, notifications, reporting, and interaction with other corporate information systems.

At Big Fish Digital, we work with CRM in two main areas: we configure and develop Bitrix24 solutions or design and build custom systems when the capabilities of an off-the-shelf platform are not enough.

This option is suitable for companies that need a ready-made CRM platform without developing the entire system from scratch.

We configure sales pipelines, customer and deal records, user permissions, automated actions, tasks, notifications, and reports. We integrate Bitrix24 with websites, telephony, email, 1C, and other systems. When necessary, we develop additional functionality.

Rate: from RUB 1,600 / hour

Learn more about Bitrix24 implementation

We design custom CRM and corporate information systems around the processes of a specific company.

This approach is suitable when business logic goes beyond the capabilities of standard CRM platforms: multiple user roles, complex statuses and document workflows, custom calculations, customer and partner portals, or integrations with internal systems.

We develop the interface, backend, database, API, access control system, integrations, and administration tools.

Learn more about CRM development

CRM systems have evolved far beyond contact databases and sales pipelines. Depending on the company's processes, a single system can bring together customers and counterparties, deals, employee tasks, contracts, documents, payments, inquiries, internal approvals, notifications, and reporting.

All of this data is interconnected. A manager can open a customer record and see not only contact details, but also current deals, communication history, documents, assigned tasks, and related operations. A department head gets an overview of the entire team or business area, while employees no longer have to piece together information from spreadsheets, messages, and multiple separate services.

For a sales department, this may be a relatively compact CRM containing customers, deals, and tasks. For a larger company, it can become a comprehensive corporate system used simultaneously by employees, managers, customers, suppliers, and other counterparties.

One of the main purposes of a CRM is to reduce the number of operations employees have to perform manually. The system can automatically create tasks, assign responsible employees, send notifications, monitor deadlines, and change deal statuses when specific events occur.

For example, when a request arrives from the website, the CRM can create a deal and assign a manager. Once a proposal has been prepared, it can create a follow-up task. When payment is received, the deal moves to the next stage automatically; if a deadline is missed, the system notifies the responsible employee or their manager.

Automation is not limited to sales. A CRM can manage document approvals, incoming requests, contract renewals, interaction between departments, and other recurring processes. As a result, the system becomes more than a place to store information — it becomes an environment where a significant part of the company's day-to-day operations takes place.

When implementing a CRM, it is important to define not only the screens and interfaces, but also the underlying data structure. A customer, company, contact person, deal, contract, payment, and document are separate entities with specific relationships between them.

The way this data model is designed affects how the entire system will operate in the future. One customer may have several contact persons and participate in multiple deals at the same time. A deal may be linked to a contract, documents, payments, and employee tasks. In complex B2B processes, suppliers, contractors, and other participants may also be involved.

We design this structure before the main configuration or development work begins. This helps prevent a situation where, after several months of use, the CRM turns into a collection of duplicate fields and even a basic report requires additional manual data processing.

Discuss your CRM project

Sales managers, department heads, accounting teams, lawyers, technical specialists, and administrators may all work in the same CRM. Each group requires its own set of information and capabilities.

A sales manager may have access to their own customers and deals, a department head to the entire team's data, and accounting staff to payments and documents. Separate customer or partner portals can be created for external users, giving them access only to information directly related to them.

Access control is particularly important for large systems. It determines not only which sections a user can see, but also which records they can open, edit, or delete, which documents they can download, and which operations they are authorized to perform.

A CRM rarely operates independently from the rest of a company's infrastructure. We connect it to websites, lead forms, 1C, email, telephony, payment systems, external services, and internal business software.

For example, a website inquiry can immediately create a customer and a deal in the CRM, a phone call can be saved in the communication history, and payment information can be received from an accounting system. Data exchange can also work in the opposite direction: the CRM can send information to 1C, a website, a customer portal, or another corporate system.

For complex integrations, it is important to determine in advance the source of each type of data and the direction in which it should be exchanged. If customer information is stored simultaneously in the CRM, 1C, and another system, there must be clear rules defining where the data is created, where it is updated, and what happens when records differ. This architecture prevents duplicates and conflicting versions of the same information.

A CRM accumulates structured data about the company's operations, making it possible to build meaningful reports. Managers can see the number of new inquiries, the status of deals, sales team performance, task completion times, and other business indicators.

Reporting is useful only when the system accurately reflects the real business process. If employees use statuses inconsistently or keep part of the information outside the CRM, even sophisticated dashboards will not provide an objective picture.

For this reason, we design analytics together with the logic of the system itself: which events need to be recorded, which metrics management needs, and which data should be used to calculate them.

Discuss your CRM project

The project begins with an analysis of existing business processes. We determine who will use the system, where customers and inquiries come from, how a deal moves through the company, which departments are involved, which documents are used, and which external systems need to exchange data with the CRM.

We then define the CRM structure: entities and relationships between them, user roles, pipelines and statuses, automated scenarios, and integrations. For custom development, this stage also includes designing the application architecture and interfaces. For Bitrix24, we determine which requirements can be handled using the platform's standard capabilities and where additional development will be required.

Once the system has been configured or developed, we test complete working scenarios. The goal is not simply to test an individual button or form, but to verify the real process from beginning to end — for example, from receiving an inquiry to signing a contract and receiving payment. After testing, the CRM is launched into production and can continue to evolve as the company's needs change.

Bitrix24 is generally the more practical choice when the company's main processes fit within the platform and can be implemented through configuration, automation, and additional development. For most standard sales department requirements, building an entirely custom system would be unnecessary.

A custom CRM is appropriate when the software needs to closely follow the company's own business logic. For example, the system may need to support several types of users, provide separate portals for customers and partners, manage complex document workflows, perform custom calculations, or integrate deeply with internal infrastructure.

The boundary between these two approaches is not always obvious. Sometimes a requirement that initially appears to call for a CRM built from scratch can be implemented much faster with Bitrix24. In other cases, a growing number of workarounds and platform limitations eventually makes custom development the more practical solution.

This is why the technology should be chosen after the business processes have been analyzed, not before.

A CRM rarely remains unchanged. Companies launch new products, restructure sales departments, add new lead channels, change accounting systems, and introduce new operating procedures. The CRM evolves along with these changes.

In Bitrix24, sales pipelines, automation, reporting, and integrations can be extended and modified. In a custom system, new modules, interfaces, and business processes can be developed. This is why our initial architecture takes into account not only the current requirements, but also the future development of the system.

A well-designed CRM does not require a complete rebuild every time a process changes. New functionality can be added to the existing architecture as the business grows.

Tell us which processes you want to automate, which systems you currently use, and where the main problems are. We will review the requirements, propose an architecture, and determine whether Bitrix24 or a custom CRM system is the more practical solution.

Discuss your CRM project