Operational CRM System Based on BPMSoft at MTS Belarus
- Customer
- MTS Belarus
- Project manager on the customer side
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- IT Provider
- BPMSoft
- Year of project completion
- 2024
- Project timeline
- March, 2022 — January, 2024
- Project scope
- 1000 automated workstations
- Goals
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The project aimed to modernize customer infrastructure and create a unified digital platform for sales and service management at MTS Belarus. The main objectives were to replace the outdated CRM system and transition to a modern solution as part of an import substitution policy.
The new operational CRM system based on BPMSoft was to become a master platform, uniting previously fragmented channels and customer interaction tools. Key goals included creating a unified customer profile with access to all associated phone numbers, requests, and transactions, as well as maintaining a complete interaction history across all service channels.
Special attention was paid to transparency and control: the system needed to provide user action logging, search, and analysis capabilities to reduce internal risks and minimize employee fraud.
- Project Results
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The BPMSoft-based CRM system unified all sales and service channels at MTS Belarus, creating a single environment for customer data and business processes.
Over 1,000 users work in the system, with approximately 9 million customer records created, including more than 120,000 corporate accounts.
The CRM handles about 120,000 retail orders, 105,000 customer requests, and over 210,000 calls monthly. The platform processes over 9.6 million business processes and 8.5 million integrations per month, supporting operations at 364 sales locations across the country.
The uniqueness of the project
The BPMSoft-based operational CRM system became one of the most extensive implementations in Belarus's telecom sector. The CRM features over 100 integrations, including billing, 1C, and internal IT services. All operations — from request registration to fulfillment — occur within a single interface.
A single solution implements key business areas: communications services sales, equipment and accessories sales, customer service in offices and online channels, contact center support, and debt collection processes. Currently, a Help Desk module is being additionally deployed on the platform, extending the system's coverage to internal company service processes.
The CRM covers MTS Belarus's entire customer base — approximately 9 million customer records are maintained in the system, enabling data consolidation and personalized service scenarios across the entire company.
- Used software
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BPMSoft Sales Management
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BPMSoft Service Management
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- Difficulty of implementation
- The project is being implemented in phases and continues to evolve, requiring constant performance and scalability improvements. Implementation covered all areas of customer service and sales, so special attention is paid to system stability under high loads and growing data volumes.
- Project Description
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The BPMSoft-based operational CRM system became the master platform for all customer interaction areas at MTS Belarus. The unified system is used by front- and back-office staff, contact center employees, online store representatives, corporate departments, and external sales representatives. The platform covers the complete process cycle — from sales and service in communication stores to accounts receivable management and business client interactions.
The system integrates over 100 connections, including billing, 1C, and internal company IT services. All operations — from request registration to fulfillment — are performed in a single interface, implementing a "single window" principle. This eliminates the need to work across multiple systems, increasing service speed and customer experience transparency.
For MTS Belarus, the CRM became a comprehensive end-to-end automation tool. Deep integration with billing enables automatic service activation, transaction management, and financial flow control. The unified customer profile contains complete interaction history: purchases, requests, debts, and connected services. The BPMSoft platform eliminates data duplication by automatically merging records for the same customer, even if they registered different products.
MTS's contact center also operates entirely within the CRM. Operators handle all requests in a single window, while interface and process logic changes are implemented using built-in low-code tools. This ensures high flexibility: new KPIs and service scenarios are configured by in-house business analysts without lengthy development cycles.
Special attention is paid to legal compliance and document flow efficiency. The built-in BPMSoft print form designer allows business analysts to independently edit document templates, quickly adapting to new regulatory requirements.
The system is supported by an internal MTS team of 14 specialists — business analysts and developers. Today, about 1,000 employees use the CRM: contact center operators, retail location staff, service office workers, as well as external contractors and partners. - Project geography
- Republic of Belarus