Kirsan Group — CRM Implementation
A CRM architecture built around how the team actually works, so leads, deals and reporting from every department finally live in one connected system.
Industry
Multi-Department Sales Organization
Location
Moldova
Services
CRM Architecture, Bitrix24 Implementation, Process Automation, Reporting
Partnership
Ongoing technical partnership
The Challenge
Kirsan Group’s leads arrived from several channels and several departments, but no single system controlled what happened to them next.
- Scattered channels: phone, web forms and messengers all fed in separately, with no shared record of who owned what.
- Disconnected pipelines: each department tracked its own pipeline in its own way, so management had no consistent view of performance.
- Follow-up by memory: tracking leads depended on individual staff, and leads went cold without anyone noticing.
- Reports built by hand: a single report on pipeline or team performance meant manually pulling data from several places.
Our Approach
Rather than installing a CRM on top of existing habits, we mapped how each department actually works and designed the system around that reality.
- A process audit across departments to document how leads move today, not how they are meant to move
- Process mapping to define shared stages, ownership rules and hand-off points between teams
- A CRM architecture designed so daily work happens inside the system, not around it
Solution
We implemented a Bitrix24 CRM architecture that gives every department its own pipeline, while keeping leads, tasks and reporting in one connected system.
1. Unified Lead Intake & Routing
- All channels feeding into a single, de-duplicated lead pool
- Automatic assignment based on department and availability
- Clear ownership from first contact to close
2. Pipelines, Roles & Automation
- Stage-based pipelines matching each department’s real process
- Role-based access so people see what is relevant to their work
- Automatic tasks and reminders at each stage transition
3. Reporting & Management Visibility
- Real-time dashboards for pipeline, team and department performance
- Alerts for stalled deals and unassigned leads
- Reporting that no longer depends on manual spreadsheet work
4. Ongoing Optimization & Support
- Continuous refinement of stages and automations as the business evolves
- New integrations added as additional channels come online
- Technical support for the team using the system daily
Key Results
The CRM is now the team’s main workspace — leads are processed faster, less falls through the cracks, and reporting is available on demand instead of built by hand.
10×
Higher lead processing capacity
-65%
Average response time
-70%
Lost or unassigned leads
Long-Term Partnership
Since launch, we have continued working with Kirsan Group as their CRM evolves — refining automations, adding new integrations and adjusting pipelines as departments change how they operate.
That ongoing involvement keeps the system aligned with the business instead of drifting out of sync with it.