Bitrix24

Everything about a customer on one record

CRM is the most used module in Bitrix24 and where most implementations start. Every touch with a customer collects on the same record; who called, what was said, which quote went out.

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Four core records and how they link

Everything in Bitrix24 CRM revolves around four record types. A lead is an enquiry that has not been qualified. Contacts and companies are the parties you know. A deal is the record where money is discussed.

They are linked: one contact can sit on several deals, one company can hold several contacts. So the answer to "what have we done with this customer before" lives on one screen.

Lead → deal conversion with a recorded loss reason
Contact–company relationships and multiple contact details
Amount, stage, products and documents on the deal card
Custom fields on every record type

Channels are inside the CRM, not outside it

In most CRMs communication is a separate world: WhatsApp on a phone, email in Outlook, calls in the phone system. In Bitrix24 they are written into the record's timeline.

Whichever channel a customer writes from, the conversation lands on the record. When the rep changes, the history does not go with them.

WhatsApp, Telegram, Instagram and live chat
Built-in telephony or your existing phone system
Two-way mailbox synchronisation
Web forms wired straight into the CRM

Process: pipelines, stages and tunnels

The sales process is defined in stages. With several lines of business each gets its own pipeline, and records can move between them through tunnels.

Stages are not just visual: automation rules attach to them, so changing stage can open a task, send a message or reassign the owner.

Several pipelines with tunnels between them
Stage-based automation rules and triggers
Kanban, list, calendar and timeline views
Win and loss reasons captured as required

What the module covers

Lead management

Enquiries from every channel in one pool, with assignment and SLA tracking.

Deals and pipelines

Stages, tunnels, Kanban view and automation rules.

Quotes and invoices

Documents fed from CRM data, e-signature and payment links.

Contacts and companies

Linked records, custom fields and the full communication history.

Reports and forecasting

Funnel analysis, rep performance and weighted forecasting.

Permissions

The role structure that decides who sees which record.

How would this work in your process?

In a free 30-minute call we listen to your workflow and map out how this would run in your company.

Book a free consultation

Features

Detailed pages

The modules we most often roll out alongside this one; they reinforce each other in the same setup.

Lead Management

Collecting leads is the easy part. Responding quickly, assigning correctly and following up consistently is where deals are won. We build Bitrix24 around those three things.

Sales Pipeline

When the pipeline is unclear, nobody knows which deals are moving and which are stuck. We design your stages around your real sales process and make the next step visible on every card.

Quotes and Proposals

Preparing a quote should not start with hunting for the right Word file. We build quote templates that pull straight from deal data, then turn approval and follow-up into a process.

Invoicing and Payments

When quoting, invoicing, terms and collection live in separate tools, cash slows down. In Bitrix24 we keep all of those steps on the same customer record.

Goal Tracking

A target should be more than a number people hear once a year. We define goals per person, team and period in Bitrix24, then connect them to dashboards that refresh themselves from real data.

Sales Reporting

Rebuilding the same spreadsheet every week costs you hours and, worse, decision quality. We connect your CRM data to live dashboards so the report builds itself while you work.

Other modules

Tasks and Projects

The task module works without the CRM, but its real value shows when they are connected: a task opens straight from a deal, with nothing copied between two systems.

Contact Center

Whichever channel a customer writes from, the message lands on the same screen and on the same customer record. Agents do not switch apps to switch channels.

Automation

Automation takes over the work your team does but should not have to: opening tasks, sending reminders, moving stages, firing notifications.

Frequently Asked Questions

Is Bitrix24 CRM free?

The free plan includes a basic CRM (deals and contacts) but not the WhatsApp, telephony or email integrations. Connecting customer channels needs Basic or above.

What is the difference between a lead and a deal?

A lead is an unqualified enquiry; you do not yet know whether the number is right or the interest real. Once qualified it converts into a contact/company and a deal. Small teams often skip leads entirely and work with deals.

We have several sales teams; can they run separately?

Yes. Each line of business gets its own pipeline with its own stages, fields and automations. Permissions are set per department while management reports across all of them.

What if the standard fields are not enough?

We add custom fields. Where that is still not enough and a genuinely different record type is needed, Smart Process Automation creates one without code.

Let's configure this around your business

Book a free intro call and we'll walk through your process and show which settings fit you.

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