The global trend towards digital transformation of business is also growing in Russia. Large businesses are implementing advanced CRM and BPM systems to improve operational efficiency and speed up their own activities. Working with business processes, optimizing and automating processes is the key trend of 2020.

We have collected the TOP-5 platforms that are capable of comprehensively transforming large businesses and included them in the rating. Each solution is unique and has successful implementation cases.

Creation

1st place ranking. The best integrated solution for the Enterprise segment. Unified low-code Creatio platform for sales, marketing and service from the domestic company Terrasoft. Creatio allows you to automate and accelerate the business processes of large companies from different industries. For medium and large businesses, 24 ready-made industry solutions are offered (banks, oil and gas, logistics, pharmaceuticals, business support centers, etc.). Cases of successful implementation of the platform in such companies as Tatneft, Dobroflot, EVRAZ, Gazprom Neft, Sberbank confirm the high level of trust of large businesses in Creatio products. Terrasoft is developing its own Marketplace of ready-made solutions and templates to speed up platform integration.

Microsoft Dynamics

2nd place. A powerful solution for medium and large businesses with ERP elements. Integration with applications from Microsoft. Tools for managing sales, marketing and service. Creation and automation of business processes. Ready-made industry solutions for the financial industry, personnel management and HR, integrated service management, sales and analytics. Successful integration into such foreign companies: Unicef, Pandora, HP.

SAP

3rd place. SAP CRM offers a solution for sales, marketing and customer service. Reference work with the entire sales cycle - from planning and strategy development to successful implementation and performance analysis. Work with buyers across all distribution channels, transaction control and a functional planner. A powerful platform for managing marketing activities and brand management has been created for marketing department specialists. Among the successful implementation cases are such companies as Bashneft, Severstal, NLMK, Sibmost.

Oracle Siebel

4th place. A system for large businesses that helps to create a comprehensive corporate IT system to automate all departments of the company. Suitable for front (sales, service, marketing) and back offices (analytics of the company, personnel management). Oracle Siebel CRM allows you to create and automate a company's call center, integrate many third-party services and applications into your business. The company offers ready-made industry solutions for many areas of activity - industry, hospitality, public sector, IT, retail, medicine and others. Successful cases of foreign companies - Bosch Telecom, AOL, Xerox.

sales force

5th place. The Salesforce CRM solution is ranked #1 in the world, as confirmed by analytical agencies such as Gartner and Forrester.

A single platform for sales, customer service, marketing and in-depth performance analytics. The company is not focused on the Russian market and is represented only by integrator partners. This does not allow her to be placed higher than 5th place.

Rating of CRM systems - Evaluation table

Ratings of Gartner and Forrester agencies

Interfaces of compared CRM systems

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  SAP
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  MS Dynamics
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  sales force

CRM - customer relationship management system. It is a set of programs for automating interactions. The system allows you to increase sales, optimize marketing, improve customer service, establish and improve business processes.

It also simplifies subsequent analytics thanks to a rich statistical base with the ability to visually display the results on various charts. And thanks to the CRM system, you can control the work of each employee and ensure the standardization of work.

When choosing a CRM-system, you should rely primarily on its functionality and their need for the introduction of a particular business. If the set of program features meets all the requirements and business strategy, then the choice of this system will be optimal.

You should also pay attention to whether the CRM system can be integrated into the corporate information system used, whether there is the possibility of fine-tuning and subsequent refinement, focusing on the needs of the business, etc. Equally important are the ratio of the technical capabilities of the system and the cost of its use, which includes costs both for the acquisition of a license and for the implementation of CRM technologies with possible configuration and maintenance.

There are two main types of CRM systems:

1. cloud usage,
2. hosted on your own server.

The first type involves the placement of the system itself on the supplier's server, access to CRM is provided online through a browser or program / application. But there is no way to change the product code (in most cases, access rights can be set, integration of external systems, report settings and design changes), system fine-tuning, the need for a permanent Internet connection. But at the same time, there is no need for your own server, constant system updates, and, as a rule, a lower price.

The second type - "boxed version" - involves placing the program products on your own server with all the possibilities of use, including changing the program code (within the framework provided by the product supplier). However, the cost of such hosting and maintenance is an order of magnitude higher, which determines the use of "boxed" versions by large businesses. Small and medium businesses, as a rule, use the cloud version in the course of their activities.

Megaplan provides its customers with 2 basic rates for using the program: for collaboration (including the extended version), as well as a CRM system: customers and sales (including the extended version).

The mode of joint work involves the distribution of responsibilities between employees and control over the performance of work. The system allows you to put things in order when creating projects of varying complexity and establishing links between performers. Discussion of projects, conducting surveys is done in a couple of clicks. The system also allows you to keep documents always at hand, files can be stored both in certain tasks and in shared folders. Existing employees within the system can be divided into specific departments, assign work and rest times to each, and distribute tasks to avoid duplication of functions. Freelancers can be connected to the system by setting access rights in such a way that the confidentiality of information is maintained. The task scheduler allows you to assign appointments and meetings to all necessary persons, allows you to distribute cases on the calendar, and reminders come in the form of notifications by mail or SMS.

The extended plan for collaboration allows you to add the fields and lines required for a specific type of business to the list of tasks and projects, quickly coordinate documents, and create departments and evaluate the work of employees. A distinctive feature of the extended version is the ability to integrate with ActiveDirectory, which allows you to import employees into the Megaplan system.

To work with Megaplan, you only need an Internet connection. The existing mobile application allows you to keep in touch with employees on business trips and vacations. Data encryption allows you to keep information confidential, regardless of how you connect to the Internet. The system also provides easy integration with a number of useful working services, in particular API, mail and telephony, Google calendar.

At the moment, the cost of connecting the classic tariff for collaboration is 330 rubles per connected employee, and the extended tariff is 430 rubles.

As part of the "CRM: Customers and Sales" tariff, Megaplan facilitates customer management, billing and control of the sales funnel. This version can be used in both cloud and boxed versions. To increase loyalty, all information about customers is entered into the CRM system, transactions are made transparently and under the control of the head of the company, the terms and amounts of payments are always at hand. Also, this type of tariff includes all the features of the program for collaboration.

The extended version of the tariff allows you to keep financial records in the system, increase projects, evaluate the work of employees, and also integrate CRM with ActiveDirectory, Oktell and 1C. The cost of connecting the classic tariff "CRM: clients and sales" is 550 rubles per one connected employee, and the extended tariff is 750 rubles.

Bitrix24 provides companies with a complete set of tools that ensure the organization of the company's work.

Work in the system is organized according to the type of social network, which allows even an unprepared user to intuitively understand the program. At the same time, the possibility of distributing tasks, monitoring their implementation, along with maintaining the capabilities of a regular social network remains: a live feed of events, communication, notifications, exchanging likes and photos, as well as thanks to other employees provided through the Extranet.

Tasks are set in a classic way, which allows the manager to control the progress of work, compliance with deadlines for tasks and projects. Management takes place online, which allows, as necessary, to change and refine the necessary tasks, distribute roles in their execution, take into account the employment of employees, and also receive reports in a convenient form on time. Setting tasks is possible both from scratch and according to pre-prepared templates, including basic ones. The calendar and task scheduler allow you to timely distribute tasks among performers, hold meetings, planning meetings.

Communication between employees, as well as the manager and performers is made in the form of a corporate messenger and the possibility of video calls. The system can be used both as a mobile application and as a desktop application.

Directly CRM allows you to combine any channels of communication with customers (calls, mail, appeals, payment) in one window by connecting to the system itself, while saving data will occur automatically. Each client in the system has its own profile, which contains its entire history of calls, and statistics allow for analytics and load control. The reporting system shows a complete picture of work by category and in summary form. The toolkit makes it possible to account for customers, track orders and offers, pay, and also automate business processes.

The cost of using the Bitrix24 system depends on the type of version used and the specific tariff. The cloud version can be used for free, but this imposes a number of restrictions. The cost of classic tariffs varies from 990 rubles per month to 10,990 rubles, while an unlimited number of users can be connected to the system, and the difference between the tariffs (Project +, Team, Company) will be expressed in the volume of the cloud and the range of opportunities. The boxed version costs from 59,000 rubles to 699,000 rubles, depending on the tariff (CRM, Corporate Portal, Enterprise). The difference between the tariffs lies in the number of connected users, the ability to work through the extranet, the use of multi-departmental and web cluster.

3rd place. CRM Simple Business

Simple Business CRM makes it possible to manage customer relationships and sales processes in accordance with the needs of the company. The system allows you to maintain a client base, reminds you of calls, provides calls and mailings, has a number of templates for documents, a sales funnel, a reporting system, allows you to connect requests from the site directly to CRM, etc. There is also the possibility of task management (the entire cycle from creation to acceptance of the work performed, while monitoring execution throughout the entire cycle), personnel management (employee work statistics, company organizational structure, reports, work control, calendar and task scheduler), there is a system communications (telephony and mailing, videoconferencing), document management (creation, storage, downloading of files of any formats) and content management system.

The built-in financial module facilitates the accounting of the organization, allows you to work with the warehouse. The system allows you to maintain a table of goods, shows complete information on transactions, allows you to analyze sales through a funnel and a number of charts. In the system, you can draw up acts of reconciliation of settlements, fixing the payment of invoices, and visually have information on the movement of the company's funds by periods. The warehouse allows you to track the movement of goods, plan purchases and determine the profitability of certain goods.

Conventionally, there are 5 versions of the program: 2 desktop applications (for Windows and Mac OS), 2 mobile applications (iOS and Android), as well as a web version. Depending on the tariff, the capabilities of the system vary. The Free plan assumes a free connection, however, the possibilities are limited to only 5 connected employees, cut down on the amount of memory and client base, as well as weakened communication. The cloud versions of Pro and VIP (1,990 and 3,990 rubles per month, respectively) provide connection to an unlimited number of employees and provide great opportunities for working with clients and controlling work. The boxed version of the program costs 29,900 rubles, allows you to connect 30 employees and transfer the system to your server.

a place. retailCRM

Another rather interesting CRM, but this time with a focus on e-commerce.

If you own an online store or collect leads using a landing page or Instagram, you should pay attention to RetailCRM, because this system has a powerful module for collecting and processing orders from all popular social networks (Vkontakte, Facebook, Instagram) and messengers (Telegram, Viber and WhatsApp) in one window. Using this functionality, you can not only distribute customer interaction tasks among your employees, but also simplify their work by enabling the ability to make auto-replies and reminders.

In addition to the ability to segment customers, which is standard for any CRM, RetailCRM has another interesting feature - monitoring the performance of your employees. With its help, you can quickly determine how effective one or another employee of your online store is.

Today, RetailCRM clients are already more than 10,000 online stores from all over the CIS, which in total process more than a million orders every month. In addition, this system already now supports more than 80 integration options with all kinds of CMS, delivery services, telephony and other services.

The cost of using RetailCRM varies from 1500 to 1900 rubles per month for each connected user, depending on their total number - the more you work, the less you will pay for each account. Optionally, you will be given a 14-day trial period. However, if you are a novice online businessman and are not yet sure that your online store will be able to generate a sufficiently large number of orders, then you can use the demo version of this system for free.

Domestic cross-platform CRM-system for the full automation of all business processes with sufficiently flexible functionality and the ability to create a solution for your needs.

Key features of the Client Base include:

• table builder,
• IP telephony,
• creating and conducting mass mailings to the customer base,
• multilevel database filtering,
• reminders,
• calendars,
• document generator,
• data import and export,
• backup and program log.

In addition to the main features, with the help of a store of ready-made solutions based on ClientBase, you can transform this CRM to the needs of a beauty salon, dentistry, real estate agency, etc.

To date, this system can boast that more than 120,000 people are already its customers, and every day this figure is only growing.

If you want to use ClientBase to control business processes, then you will find 7 tariff plans at a price of 1500 rubles/month and up to 12000 rubles/month. Also, if for one reason or another you do not want to rent an account on the server, but want to immediately buy a boxed version of the program, then depending on the tariff, its cost will be from 13,500 rubles to 126,000 rubles.

Regardless of which option you choose to work with the Client Base, you will receive a free trial period of 10 to 14 days and training in working with the program.

SugarCRM is a commercial open source CRM system. This determines its individuality for each business, since open source allows you to customize the system for the needs of any organization, which is not available in the vast majority of existing CRM. Also, along with changing the code, the user can modify the old and create their own new modules, thanks to a special module that provides visual development (Studio), which comes with the system.

The system works through a web browser. Accordingly, the program is implemented by the owners as SaaS.

The system is distributed on a free and paid basis. The functionality of the free version is limited, only basic functions are presented to users, such as a project calendar, setting tasks, managing documents, mail, invoices and transactions, etc. At the same time, the period of using the free system is 7 days, after which a license is required. Paid versions (Corporate, Professional and Enterprise) allow you to connect additional modules that simplify the interaction between employees and customers of the company. In particular, it is possible to integrate with Microsoft Outlook, work with the mobile version of the platform, work offline, form teams to complete projects with complex connections and control access rights, access an improved reporting system and configure modules.

The main modules in the formation of sales are counterparties, contacts and deals. Data is entered into them either directly or by converting previously entered information.

To build relationships with counterparties, the system uses the "Events" module. It handles calls, appointments, tasks and notes. Notes are used, as a rule, to fix nuances when working with other tools.

The main modules allow the user to interact with customers through flexible planning and recording of events, sales analytics, additional modules allow you to organize mass mailings, store documentation, create various projects, optimizing routine business processes.

The base language of the system is English. However, the existing localization of the software allows you to work with many major languages, including Russian.

Quite an interesting and multifunctional platform for comprehensive control of processes in your business and interaction with customers. According to the creators of WireCRM, this system is a "single window" with which you can manage almost all aspects of your business.

To date, this CRM can offer its customers more than ten different modules: a scheduler, customer accounting, sales accounting, goods and services, mail integration, telephony integration, billing, act generation, and much more.

In addition, WireCRM has quite flexible modules for integrating with the client site (html forms for collecting contacts) and API, and this system scales well to suit your needs with the help of the application store, thanks to which you can connect one or another application for extension functionality in just two clicks.

For novice users, WireCRM has prepared a month of free testing of the service.

This system has only one tariff plan and a month of use will cost you 499 rubles for one connected account. For this money you get full functionality, without any restrictions.

Previously called bpm "online sales.

BPMonline is a comprehensive solution that allows you to optimize business management in three main areas: sales (full cycle management, starting with leads and ending with a finished contract), marketing (determining customer needs and their subsequent conversion into deals) and services (using ready-made processes to organize a service ).

The system supports organizational solutions for 24 business sectors, from manufacturing and services to pharmaceuticals and microfinance. The main advantages of the system are the availability of ready-made business processes, a single platform for the main lines of business and a convenient modern interface.

BPMonline sales allows you to manage sales of any complexity with the same efficiency: both short orders and long corporate deals. Full cycle management is carried out, including using ready-made solutions.

Creating sales and placing orders takes place in a few clicks, the system allows you to manage employees directly, all of whose work is transparent. Dashboards help track the pulse of sales, as the system includes a set of necessary metrics to ensure that the right management decision is made. Working with the sales funnel is easy, and deal tactics can be adjusted on the go.

Depending on the complexity of the sales process and the company's policy, there are different tariffs for the BPMonline sales product. Small companies can use the team plan, which is ideal for long-term direct sales, the cost of use is 950 rubles per month for 1 user. The commerce tariff is used by companies with short sales cycles, its cost reaches 1,250 rubles per month, while the enterprise tariff serves as an optimal tool for medium and large firms with many different sales channels (the cost is 2,500 rubles per month).

BPMonline marketing allows you to manage multi-channel communications to determine customer needs. Customers are guided through all stages of the funnel, from the definition of a need to the transfer to a sale. The system allows managers to focus only on really ready-to-sale leads. In particular, lead management, client profile, event analytics, segmentation, etc. are available. The formation of the target audience and the start of the mailing occurs in a few clicks, and the effectiveness of nurturing and the flow of new leads (dynamics) are automatically evaluated using the built-in analytics tools.

The cost of the service is determined by the number of users and contacts in the database. For example, the minimum subscription cost per 1 user and 1,000 active (used for marketing activities) contacts is about 50,000 rubles.

Finally, BPMonline service provides a set of ready-made service management processes. The direction is divided into customer service management (improves work automation), as well as a service center (suitable for large organizations that provide services to both customers and departments, taking into account ITIL recommendations). This area includes data management, business processes, appeals, releases, etc., as well as omnichannel communications and a client profile. The cost of the customer center is 1,600 rubles per month per 1 user, and the service enterprise - 2,850 rubles.

Microsoft Dynamics 365 is a set of intelligent applications divided into several areas. The main ones are: sales, marketing and customer service.

"Sales" gives the opportunity to use analytical information in decision making. This allows you to increase the speed of sales, identify potentially ready-to-buy customers. Signals from Office and Dynamics represent the current state of the relationship with the client and possible risks, which allows you to choose the best solution. Attracting staff, managing relationships, optimizing sales make the service as efficient as possible. The main advantages are, first of all, the automation of the preparation of proposals and the processing of orders, as well as the maintenance of customer profiles, which indicate meetings, negotiations, sales schemes, etc.

CRM (Customer Relationship Management) is a customer relationship management system that allows you to put in order all the information related to them. In fact, this is a customer database. She can remind you when one of them has a birthday, tell you at what stage the signing of the contract is. This is necessary for companies that have many clients or many small tasks associated with one counterparty.

Most CRM systems allow you to analyze information about them and build sales funnels. The main problem with all such applications is that they require a very long installation: sometimes it can take six months. There are dozens of CRM systems in Russia. H&F chose the most comfortable ones.

"Megaplan"

Project management service "Megaplan" entered the market in 2008. Later, tools for automating sales, financial planning and customer interaction were added to it. CRM "Megaplan" allows you to store all customer information in a structured database and track events and tasks associated with them. You can create a guest login for a client, discuss a project with them, and issue invoices directly in the system.

Megaplan also allows you to set up a sales scheme of any complexity or use one of the ready-made schemes. With the help of the transaction management function, you can track the work of specific managers and the sales department as a whole, record income, expenses and cash transactions with each counterparty. Unfortunately, the system cannot be called simple and understandable. recognized the creators themselves. However, this is a problem with most CRMs.

"Megaplan" can be tested within a month. There is a free version - CRM Free. It has restrictions on the volume of documents, invoices, transactions and the number of users. The license of the paid version will cost 435 rubles per month. When paying for six months and a year, there are discounts of 10 and 15 percent, respectively.

We have been using this system for a year and a half now. We have a paid version, and five people are connected. It is not very convenient for us, since we are on a simplified system, and there everything is done for LLCs and individual entrepreneurs. That is, half of the functionality associated with accounts and acts is immediately removed. We maintain a customer database in it, it is very convenient to process meetings and calls there. A file is created for each client, where contact persons are added. There is also "Cases", in which you can pick up the client's file, set the status and status of the transaction. You can add bank details that will be automatically attached when invoicing. The good thing is that they are available at any time. You can store information on transactions: what was shipped, what was not shipped, who owes how much, what work was paid. You can collect reports. But we don't use a sales funnel.

Bitrix24

"Bitrix24" - the development of the company "1C-Bitrix", launched in early 2012. CRM is provided as a package of services along with task and document management. The system serves to record potential and current customers, partners and even recipients of press releases. CRM can be integrated with an online store and process orders directly in the system. The system has a built-in catalog of goods and services. Integration with mail is also possible: data from the company's correspondence will be automatically entered into CRM. It is possible to set tasks for employees to process transactions.

The system allows you to trace the path from the so-called "lead" to the conclusion of the transaction. A lead can be any interest shown, a “hook”, an initial contact with a potential client. Data about him is entered into the system, and the responsible manager and status are assigned to him. Subsequently, it must be converted into "Contact", "Company", "Deal".

CRM captures all events and actions taken along the way. In addition, the system allows you to generate reports that analyze the effectiveness of these actions. For sales analysis, CRM contains eight standard reports. It is possible to test the system for free, after which the user can choose one of two paid tariffs. The first of them - "Team" - will cost 4,990 rubles per month and does not limit the number of users. The next one - "Company" - will cost 9,990 rubles per month. It added features such as time tracking, the creation of meetings, meetings, reports, and its own domain.

Firstly, the system is convenient in that it has the ability to quickly process transactions. It is very important for me to build reports on sales: you can immediately build a chart and see which deals are completed, for which the probability of closing is more than 50%. Secondly, unlike other systems, here you can manage not only transactions, but also integrate the system with an online store on the 1C-Bitrix platform. Then all applications will immediately go to the CRM system, and it will be possible to process them faster. You can add contacts, details to client files, immediately issue invoices without opening 1C Accounting, that is, it is quite convenient to conduct financial transactions. All company data, various information about employees, details can also be stored in the program.

amoCRM

Another customer accounting system, amoCRM, has been on the market since 2008. Its main difference is that the backbone in it is not the client file, but the transaction file. amoCRM allows the manager to monitor the work of managers: to see the number of calls made, scheduled and held meetings, the results of negotiations. All changes that occurred during the day are summarized in the "Events" report. The customer information database has a next contact reminder feature. An important advantage of amoCRM is the direct marketing feature. The system is integrated into services that make it possible to carry out mail and SMS mailings. It also allows you to build a sales funnel. amoCRM has a free version and four paid ones. Their cost ranges from 350 to 3,000 rubles per month. There is a special offer "Business Solution" for 49,000 rubles, which includes setting up and implementing CRM for a specific company and a three-month subscription to the maximum version of the tariff.

We have been using this system for two years now. It was originally chosen for its simplicity. Such systems are very long and difficult to choose, and it is not known whether employees will like it. Implementation is even more difficult. The main problem is that you need to either force people, or they themselves must want to use it. The first path is hopeless, and in the case of complex systems, you only have it, because people do not want to work with them. Managers liked working with this system, and that's it - the process has begun. We tried Megaplan, Bitrix24, some of the Western counterparts, but as a result we settled on amoCRM. We have five people working in it, sales managers. The basic structure of any CRM is the same, but this one has very good statistics and a sales funnel that can be viewed from each employee. In addition to primary accounting, this also allows you to predict. Many such systems need to be adapted for a specific company for a long time, but this one initially has nothing superfluous.

RosBusinessSoft

RosBusinessSoft is a Russian web-CRM system for small and medium businesses. Particularly suitable for trading companies. The system is accessed through a secure communication channel not only using a computer, but also through iPhone, iPad, Android mobile devices. The program can be integrated with 1C-Accounting, an online store, a corporate website, a bank client and a mail service. Thanks to integration with 1C, you can keep accounting records without leaving the system, see operational information about the receipt of goods at the warehouse, payment of invoices, updating prices. Orders of goods from the site automatically fall into the CRM.

Thanks to the functions "Warehouse accounting" and "Logistics", managers in real time can control the degree of readiness of goods for shipment in the warehouse and see the status of delivery. You can create working reports, in the basic version of the product there are 40 ready-made templates for them. To create charts, the graphic library of the Yandex.Metrica service is used. Like the three previous programs, RBS provides free access to its product: there is a 30-day demo version. The cost of a license for one seat is 5,000 rubles, with the purchase of more than five seats, discounts begin.

We installed this system a year ago, and it took us about six months to install. When choosing a program, we were primarily guided by the price, in addition, we were attracted by the possibility of fully adapting it to our needs. We mainly use the program for managing clients, controlling transactions and creating reports. I can say for sure that it is very convenient to create reports in it. We didn't have any problems during the year of working with her.

ManageEngine ServiceDesk

ManageEngine Service Desk Plus is a product of Zoho Corporation. It exists both as a web application and as a SaaS service. It was originally conceived as a tool for technical support workers, but can also be successfully used as a CRM system. Consists of several combined blocks, allows you to manage customers, process orders, track purchases and manage contracts. Communication with customers is carried out online through a web form or by e-mail. You can also create reports in the system using ready-made templates. Compatible with different versions of Windows and Linux. The program interface is available in both English and Russian. The company's website provides a 30-day demo version for free. The minimum cost of the program starts at $450.

Our ManageEngine system costs about four months. It took our sysadmin about a week to get the hang of it, and then he trained the rest of the staff. Now it is used by six people. So far, everything suits us, although we understand that we still do not use all the functionality and are in the process of learning. Now we use the system for correspondence with clients and for technical support. We also process orders there. This system is not connected to the site, so orders have to be entered manually. We issue a commercial offer, invoices not in it, but in the MySklad system. We have not yet taught her how to create final documents listing product positions.

Text: Anastasia Manuylova

As the business develops, each entrepreneur is faced with the need to implement software that can simplify the process of planning processes, accounting for customers, storing documentation, monitoring the efficiency of employees, and completing current tasks. With all these tasks, special programs, abbreviated as CRM (CRM), cope with high quality. Popular CRM systems differ in purpose and functionality. When properly selected, they are a powerful tool to save time and effectively increase productivity. Help in choosing a functional reliable CRM system, the popularity rating of which is confirmed by positive reviews, will help annually compiled top of the best software products.

List of tasks to be solved in a particular case

CPM has a lot of functions that can simplify daily work - control the sales process, manage projects, maintain interaction between departments. Before you start choosing the best platform, you should make a list of specific work tasks that will require software. It is also necessary to determine its functionality, technical requirements, employees who will use it in their work.

In most cases, the CRM system is designed to:

• to systematize the process of collecting, storing information - contacts of real and potential customers;
• control the process of interaction with customers, achieving an increase in the level of service, the effectiveness of marketing and sales;
• automate the receipt of statistical reports.

Attention! Proper use of CRM capabilities can influence the level of sales, increasing them

Getting acquainted in more detail with the options of application software presented on the market, it is recommended to pay attention to the possibilities of project management and communications, the availability of ready-made business processes, the features of working with documentation, as well as the likelihood of software expansion and customization.

Free

The need for integration of crm-systems for maintaining a customer base, quality control of service is equally high among start-ups, small businesses, and large companies as well. If the latter can allow the implementation of the most functional (read - the most expensive) CPM, then the limited financial capabilities (as a rule) of the former and the latter do not allow them to use expensive paid tools without first testing the purchase. A selection of free versions of CRM platforms will allow you to evaluate the possibility of integrating such a product into a specific business, as well as determine the best option.

Client base

The free version of this platform allows you to automate the process of doing business. With its help, you can keep track of clients, control the maintenance of tasks, invoices, reports, perform personalized SMS-mailing by e-mail. In a free format, it is available for 10 users, is unlimited in time, and does not require a programmer to set it up. The client base uses cloud technology for data storage.

Worksection

The free version of the platform is designed for 5 users. With its help, you can divide current affairs into 2 projects, determine tasks, subtasks, execution time and priorities. This CRM system provides access to a 0.1 GB file storage. Its interface is intuitive, easy to use, technical support is at a high level.

Monitor CRM Lite

The functionality of the free version is limited: only 1 user can work with the program. But it does not need additional software and provides good opportunities for simplifying the management process - creating detailed analytics, project management, record keeping. This program should hardly be considered as an ideal option for organizing business processes in the long term, however, at the beginning of business development, it will become an ideal assistant.

ASoft CRM Free

Specially designed for the needs of small businesses. Designed for 1 user and has limited functionality that allows you to plan work and receive reports, store information about customers.

Bitrix 24

This is the best CPM system according to most. Also has a free version available to 12 users. With its help, they can use standard business tools, mobile applications, communicate in social networks, chat, mail. In addition, users can store data in the cloud, for which 5 GB is specially allocated.

Hubspot CRM

The most popular English-language free program among the Russian audience (non-Russian programs are generally in minimal demand due to the large selection of Russian-language ones). The functionality is minimal, but very simple, allows you to quickly understand the principle of the system.

Many paid CPM systems offer free trial versions for 2-4 weeks. For example, amoCRM, Megaplan, RosBusinessSoft, ZohoCRM, ManageEngine

Using the free trial version, you can check in practice how this or the program correlates with workflows. If the result is not satisfactory, there is always the opportunity to try another.

The best of the best

Some of the modern CRM systems do not require the purchase of a server and system administrator services, since they use cloud solutions. Many of them have expansion components or can be customized. They function perfectly in the browser, on a mobile phone or tablet. The annual rating of CRM systems allows you to choose the best options from this variety of offers. The list of the most popular platforms is headed by Bitrix 24, Bmp online, amoCRM and Megaplan.

Bitrix 24

A large universal CRM system with wide functionality for automating work in any company.

Features allow:

• keep track of the customer base;
• control the effectiveness of sales;
• maintain the necessary documentation;
• manage communications, tasks and projects.

bmp online sales

Service with a set of ready-made online tools. It has a concise interface, built-in telephony, a library of processes, a convenient form for working with documents. Project management is represented by two sections - tasks and projects. The functionality allows you to create your own business processes.

amoCRM

It has long been in the top of the best. It is a cloud-based program that does not require large implementation costs. It is designed to maintain a client base. It has a simple, intuitive interface and a set of necessary functions - it allows you to track the productivity of employees, compile reports, build sales funnels and analytics, and send out mailings to customers.

Megaplan

A service that allows you to automate the process of sales and planning, communication and communication with customers. All information about them is stored in a structured database, and the CRM platform helps to track the activities associated with it. In addition, Megaplan allows you to create guest accounts, which make it possible to discuss projects and issue invoices directly in the program.

ZohoCRM

When considering the best systems developed for business process management, one cannot fail to mention. Its functionality is concentrated in 3 basic modules, in addition, it includes several extension components and is able to integrate with other applications. Easy to use due to a simple, accessible interface and optimization for popular tasks - sales automation, network collaboration, interaction with customers and leads through social networks, office work.

SugarCRM

A flexible system, easily customizable at any level, tailored to the needs of small businesses can be installed on the cloud. Its functionality includes several basic modules, including automation of the entire sales cycle, project management, documentation, reporting, and can be expanded by integrating additional applications.

Manage Engine Service Desk Plus

Completes the review of crm systems, recognized by most users as the best. This product has an English and Russian interface, ready-made templates for creating reports, allows you to communicate with customers via e-mail or through a web form online. By integrating the ManageEngine CRM platform into your business, you can:

• manage contacts;
• lead customers and purchases;
• process orders.

Which CRM system to choose

At the moment there are a huge number of proposals. Cloud versions, as practice shows, are more suitable for the needs of small businesses than boxed ones, since they require less additional costs and technical preparatory moments. Boxed versions of CRM-systems need to buy their own server and hire an additional programmer.

Despite the fact that each CRM has its own characteristics, the principle of operation for all of them is approximately the same. The interface of amoCRM, Bitrix 24, ZohoCRM looks simple. It will be a little more difficult to deal with the BPM'online and SugarCRM inference.

Bitrix 24 has the best communication capabilities. Its functionality includes access to chat, feed, and, most importantly, project communication. A rather limited set of features is offered by amoCRM and Hubspot CRM, which can be quite acceptable in the initial stages of system implementation in small companies. For larger firms, programs with a large set of tools and processes, such as Megaplan, Bmp online sales, Bitrix 24, are more suitable.

Summarize

Business trust in proven software products allows you to effectively manage sales and marketing, increasing their productivity. The most popular CRM systems offer optimal functionality, the ability to expand and customize it, work in a desktop application or a mobile device. The choice of this or that service is individual and depends on the format of the company, as well as its daily work tasks. Using free test versions before implementing a specific program, you can make sure in practice how the selected CPM system is suitable for managing a particular business.