Промо на dev.ua That's Life 13 May 2025, 10:30

How RozetkaPay simplified connecting marketplace sellers using CRM

A few years ago, the RozetkaPay team worked with spreadsheets — like many other companies at the start. But when the number of clients approached 300, and the plans became more ambitious, it became clear: scaling without automation was no longer possible.

After implementing NetHunt CRM, requests between four departments began to be processed within an hour, and over 80% are completed successfully every month.

In this case study, we will tell you what processes CRM helped optimize, and what you can implement in your company today.

Application processing automation: application path through 4 departments

Thanks to CRM, each request follows a clear route through four departments: commercial, financial monitoring, operational, and support. Here’s what the automated process looks like:

CRM automatically creates a request card.
The sales department checks the documents; if something is missing, CRM sends automatic reminder emails.
Financial monitoring: if everything is in order, the status is updated and the card goes to the operations department. If there are any comments, the CRM returns the application back with a note that it needs to be finalized.
Operational stage: specialists work with ready-made data, without the need to contact the client.
Support: filters check the completeness of the data, the card is automatically updated to the «activated» status and the entrepreneur can use the service.

Thanks to this automated process, application processing is fast and transparent.

A single client card with complete information

In CRM, each request is created as a client card, which contains complete data about the entrepreneur. This is a common access point for the entire team. The card records the incoming request, documents, correspondence, call records, manager comments, etc.

This is important not only for the current processing of the application, but also for post-activation support, as there is the entire history of requests, which reduces the time it takes to resolve customer issues.

Control over application processing

CRM provides complete transparency at every stage of application processing. All work is built around a clear funnel: applications are automatically moved between departments, statuses change, and responsible parties are recorded. This is critically important for operational control and decision-making.

Sales managers who need to see the big picture and control requests can easily do this in CRM.

What you can take for your business

Even if you have a smaller team or different processes, the RozetkaPay experience provides several universal lessons that can be adapted to any business — from service companies to e-commerce:

Automation instead of routine. Even simple automations — creating requests, sending emails, updating deal statuses, or creating tasks for managers — free up hours of teamwork every week. The point is not to «automate everything,» but to remove unnecessary manual work where it does not add value to the client.
A single funnel is shared responsibility. If your team works with a client in stages, CRM should be built around a single funnel. Everyone can see the status of the request, who is responsible, and what needs to be done. This helps to work harmoniously — without meetings and unnecessary chats.
CRM is a platform for daily work, not a repository of applications. CRM should not be an archive, but a workspace for the team. This is where tasks are created, comments are left on the progress of deals, and tasks are planned. Otherwise, CRM is not a magic pill that will improve your processes by itself.