How to choose a CRM for a Ukrainian business

Choose a CRM around the customer journey: enquiry, payment, delivery and repeat purchase. Ukrainian retailers usually shortlist KeyCRM and SalesDrive; B2B and service companies look at Pipedrive and HubSpot.

Which CRMs are popular in Ukraine in 2026?

The list is short. Four systems cover most requests we get from small and mid-sized companies.

Email and messenger campaigns usually run through SendPulse or eSputnik. Accounting stays in your accountant’s system (for example, Odoo), and the CRM exchanges orders and stock with it.

Where do you start when choosing a CRM?

Start on paper. Draw the path of an enquiry: where it comes from, who picks it up, what happens after the first call. Mark the places where salespeople lose conversations, type the same data twice or forget a follow-up.

That list becomes your requirements. Keep it to 5–10 items you can test in a demo, such as "a website lead lands in the CRM with its ad source" or "the manager sees the Telegram chat history".

If the sales process is not written down yet, fix that first. Our sales department audit covers it.

Which integrations should you check before buying?

• Website and forms: leads are created automatically, with UTM tags and the landing page.
• Telephony: calls and recordings attach to the customer card. Ukrainian companies often use Binotel and Ringostat.
• Messengers: Telegram, Viber and Instagram Direct in one inbox.
• Delivery and payments: Nova Poshta API, Ukrposhta, LiqPay, WayForPay, Monobank, fiscal receipts via Checkbox.
• Analytics: sales passed to GA4, so you can see which ads bring paid orders.

Test every integration with a real test order. Ask what happens when a sync fails: is the lead resent or lost?

How do you run a pilot on your own deals?

Take anonymised cases: a new enquiry, a returning customer, a refund and a lost deal. Run them through the system with two salespeople and a manager. Check lead assignment, conversation search, pipeline reports and permissions.

The pilot should end with three things: processes that work, known limitations and a named owner for the rollout. Without an owner, salespeople drift back to spreadsheets and messengers within a month.

What does a CRM rollout cost?

The subscription is only part of the budget. Add pipeline and field setup, migration, integrations, team training and post-launch support. We estimate the timeline after the specification, since it depends on the number of integrations and the volume of data to move.

We run these projects as CRM implementation: we map the process, configure the CRM and connect the website, telephony and email tools.

Who owns the data, and how do you leave the system?

Register the account to the company and the owner's work email. Check that customers, deals and history export to CSV or via API. Ukrainian personal data law applies to customer records, and GDPR applies to EU customers.

Frequently asked questions

Which CRM is best for an online store?

KeyCRM and SalesDrive are the usual shortlist: both handle orders and integrate with Ukrainian delivery services and marketplaces. A pilot on your own orders decides.

Which CRM suits B2B and services?

Pipedrive works well for deal pipelines and sales tasks. HubSpot fits when marketing and sales work from the same contact database.

Is there a free CRM?

HubSpot has a free tier with basic features, and many systems offer a trial. A team with several salespeople usually needs a paid plan.

How long does a CRM rollout take?

We set the timeline after the specification. It depends on the number of integrations, the data to migrate and how well the sales process is documented.

Can a CRM connect to a WordPress or MODX website?

Yes. Website forms send the lead to the CRM via API or webhook together with UTM tags. We set this up and test it with sample leads.