Hello everyone!

We have a company and our own warehouse for wholesale sales and complex engineering systems. There is demand for retail sales. The website on Khoroshop is almost ready (we are not considering alternatives for now), which will receive traffic from various advertising channels, including social media and targeted advertising. We also plan to create separate landing pages for specific directions.

Here GPT helped to draft the technical specifications, please review it based on our data. NOT all points need to be implemented immediately, but the system should have the ability to perform all or almost all of the listed points.

Technical task for implementing a CRM system

1. Overall project goal

Implement a CRM system that will automate work with leads and clients, optimize the sales process, integrate key communication, marketing, and logistics channels, and provide high-quality after-sales support.

2. CRM must support integrations:

2.1 Communications

• Integration with IP telephony Binotel via API or plugins.

• Integration with corporate email Gmail.

• Integration with Viber, Telegram, Facebook Messenger, WhatsApp.

• Ability to send SMS messages to clients.

• Ability to send email newsletters (transactional and marketing).

2.2 Social networks and marketplaces

• Instagram: automatic creation of deals from incoming messages/comments/applications.

• Facebook: similar to Instagram.

• TikTok: integration with lead collection forms and deal creation.

• Prom.ua: connection of product catalog, orders, statuses.

• Hорошоп: synchronization of product catalog, order processing, status updates.

2.3 Logistics

• Full integration with API of Nova Poshta:

  • automatic creation of waybills from CRM

  • tracking delivery

  • notifications to clients about status

2.4 Document management

• Integration with electronic document management:

  • Vchasno or M.E.Doc or a more advanced alternative

• Ability to sign documents directly from CRM.

2.5 Cloud services

• Ability to automatically send technical documentation to clients via Google Drive links, according to purchased products.

3. Sales funnel requirements

3.1 Private individuals (B2C)

• Channels: website, advertising, social media, calls

• Funnel stages (preliminary!):

  • Lead received

  • Needs clarification

  • Commercial proposal / invoice

  • Waiting for payment

  • Delivered

  • Post-sales service

3.2 Legal entities (B2B)

• Funnel stages:

  • Lead received

  • Technical task collection

  • Specification agreement

  • Commercial proposal + contract

  • Procurement support

  • Payment

  • Logistics + document management

  • Post-warranty support

4. Process automation

• Automatic deal creation from all channels (social networks, marketplaces, website).

• Automatic sending of SMS / email / Viber after certain actions:

  • Order confirmation

  • Sending waybill

  • Delivery status

  • Technical instructions / support

• Built-in client tagging system based on behavior and purchase history.

• Automatic sending of Google Drive links depending on purchased product for technical documentation

• Automatic reminders for service maintenance.

5. Chatbots

• Creating chatbots for:

  • Equipment selection (by needs/type/power/budget)

  • Pre-qualification of leads

• Providing answers to frequently asked questions (FAQ)

6. Benefits of CRM implementation

• Single control point for all communication channels.

• Increased sales department efficiency.

• Reduction of lead losses.

• Automation of routine tasks.

• Improved customer loyalty through timely communication.

7. Interface and technical requirements

• Cloud CRM with mobile version.

• Ukrainian interface

• Extended analytics on funnels, advertising, channels.

• Flexible role and access rights configuration.

• Ease of integrations via API or ready-made plugins.

8. Reporting and analytics

8.1 Internal CRM analytics

The CRM should have a built-in (or logical external) reporting system with the ability to:

• Filter data by periods, channels, responsible persons.

• View KPI of managers: number of deals, conversion rate, average check, plan fulfillment.

• Analyze sales funnel: where leads are lost, speed of passing stages.

• Compare results across B2B and B2C segments.

• Export data in convenient formats

8.2 Integration with analytical platforms

Provide the possibility of integration with external tools:

• Google Data Studio (priority!) – for building dynamic dashboards in real time.

• Power BI – for in-depth business analytics, including finance, marketing, logistics.

• Tableau – for interactive data visualization at management level.

Data sources for analytics:

• CRM (deals, clients, managers)

• Google Analytics / GA4

• Google Ads / Facebook Ads / TikTok Ads

• Binotel (calls, conversion to sale)

• Email marketing (opens, clicks, effectiveness)

• Hорошоп (orders, stock balances, margin)

• Prom.ua (order dynamics)

• API of Nova Poshta (percentage of on-time deliveries)

8.3 Key metrics accessible to business owners

1. Income and profit

   • Total revenue (by days, channels, managers)

   • Gross profit and margin

   • ROI on advertising campaigns

2. Sales

   • Order dynamics

   • Average check

   • Conversion rate

   • Repeat purchases

3. Advertising and marketing

   • Customer acquisition cost (CAC)

   • Lead cost per channel

   • ROAS (return on ad spend)

   • Promotion effectiveness

4. Warehouse and logistics

   • Warehouse stock value

   • SKU popularity

   • Product turnover speed

   • Percentage of unfulfilled orders

5. Managers

   • Number of processed leads

   • Deal closing percentage

   • Average response time

   • Sales per manager

6. Finance

   • Calculation of accounts receivable

   • Average payment term

   • Cash flow dynamics

We emphasize! We are smart here and ready to discuss creating a real technical task with deadlines. We are ready to provide all answers regarding our processes. The main thing to understand is that we are not Epicenter, so the cost should be reasonable and have an appropriate price for all cloud services. Of course, much of it is already in place: Хорошоп, Binotel, Prom, Google Business, SMS mailing services, and a desire to work with you as a team.
From you, we expect your experience and quality approach to solving the task; from us, all answers and a desire to improve your work. As a result, you should gain a great client with positive feedback, and we – a high-level specialist and maximum automation of our processes + future support from you.

Thank you!