CRM for the Perfelli household appliances brand

Perfelli — a well-known Ukrainian brand of kitchen appliances with Italian design. The company's products are sold through an official online store, marketplaces, dealer networks, and service partners. The company also has its own service center and support.

Tasks:
1. Implement a CRM to handle all applications from the website, chats, calls, marketplaces, and the service center;
2. Automate the call center, sales, logistics, and service support;
3. Build a unified system for business management with different sales channels.

What has been implemented:
• CRM adapted for e-commerce + wholesale + service;
• Integrated website widgets — all inquiries automatically create leads in CRM;
• Connected IP telephony + 3mob for call recording and analytics;
• Automatic creation of leads from missed calls;

Created separate funnels:
• for retail orders from the website;
• for orders from marketplaces (Rozetka, Allo, Comfy, Epicenter, etc.);
• for processing dealer B2B applications;
• for customer service;

Configured integrations:
• PrivatBank, Mono — payment synchronization;
• Checkbox — automatic creation of fiscal receipts;

Launched modules:
• "Warehouse" — for tracking stock and movements;
• Shipping via Nova Poshta — automatic creation of TTH (waybill);
• Created business processes for internal order logic;
• Conducted staff training (operators, logistics, managers).

Result:
The company has transferred all key processes into a digital system. CRM has become a single management center: from the first call or request to service, logistics, and reporting. Losses reduced, customer processing accelerated, analytics improved.

Duration: ~3 months
Format: Support upon request

Considering the large-scale sales structure (B2C, B2B, e-commerce), integrations with websites, banks, and the service part — the average budget may vary!