The classic view of a CRM is as a tool for the sales department. But modern platforms, especially flexible constructors like Planfix, allow you to automate almost any process in the company. Using such a system only for the sales funnel is like only making calls on a smartphone.
Here are 5 examples of processes that can and should be moved to a CRM.
1. Marketing and Lead Nurturing
The problem: Marketing generates leads, but the sales department doesn't have time to process them properly, and "cold" contacts just sit idle.
How to automate in CRM:
- Set up automatic email sequences for new subscribers.
- Create tasks for managers to call a client who has opened 3 of your emails or visited the pricing page.
- Segment the database by interests and launch personalized campaigns.
2. Customer Service and Support (Help Desk)
The problem: Support requests get lost in email and messengers, clients wait a long time for a response, and it's unclear who is responsible.
How to automate in CRM:
- Set up automatic creation of "tickets" (tasks) from every email or chat request.
- Distribute tickets among employees according to rules (e.g., by problem type).
- Set up an SLA (Service Level Agreement) — maximum response time, and the system will signal overdue requests.
3. HR: Hiring and Onboarding Employees
The problem: The hiring process is opaque, resumes get lost, and onboarding a new employee is a chaotic set of tasks in an HR manager's personal notebook.
How to automate in CRM:
- Create a hiring funnel where each candidate moves through stages (new resume, interview, test task, offer). Learn more about this approach in our monday.com case study.
- Set up automatic task creation for the IT department (create accounts) and accounting (prepare documents) when a candidate moves to the "Hired" stage.
- Create an "Onboarding" project template with all the tasks for a newcomer for the first month.
4. Document Flow
The problem: Managers spend hours manually creating contracts, invoices, and acts by copying data from the CRM into Word.
How to automate in CRM:
- Create document templates directly in the CRM.
- Set up automatic document generation at the click of a button, where all data (company name, amount, details) is pulled from the deal card. We implemented a similar solution for a law firm.
5. Project Management
The problem: Sales are managed in the CRM, but project implementation is in Trello, Asana, or Excel. Information is duplicated, communication is fragmented.
How to automate in CRM:
- Set up automatic project creation in the CRM when a deal moves to the "Paid" stage.
- Create and control project tasks in the same system where the entire communication history with the client is stored.
- Use Gantt charts to plan deadlines and resources.
Conclusion
Look at your CRM more broadly. It's not just a sales tool, but a platform for building a unified information system for your company. This allows you to avoid a "zoo" of services, reduce costs, and make processes truly transparent. If you need help with this, contact us.