I reviewed Bitrix24’s CRM and once I got over the steep learning curve I loved its impressive flexibility and affordable pricing

Bitrix24 is a comprehensive customer relationship management platform that goes beyond traditional CRM functionalities. It offers an extensive suite of tools for managing customer interactions, project collaboration, and internal communication.

At its core, Bitrix24 provides robust lead and deal management capabilities, making it one of the best CRM platforms on the market - but it doesn't stop there. The platform integrates project management features, time tracking, document handling, and even website building tools.

What caught my attention during my evaluation was Bitrix24's commitment to accessibility. The platform offers a generous free tier alongside paid plans, making it an attractive option for businesses of various sizes. However, this wide-ranging functionality comes with a trade-off — a steeper learning curve compared to more streamlined options.

Bitrix24 core capabilties

Despite being an all-in-one platform, Bitrix24 offers a robust collection of core CRM capabilities. I was able to create and organize detailed profiles for both individual contacts and company accounts, complete with customizable fields to capture specific information relevant to my hypothetical business needs.

I could also effortlessly track prospects from initial contact through the entire sales process. The system allowed me to assign leads to team members, set follow-up tasks, and monitor the progress of each opportunity through customizable sales pipelines.

For sales forecasting, the visual pipeline view provided an intuitive representation of deals at various stages, allowing for quick assessment of the sales funnel. I found the ability to drag and drop deals between stages particularly useful for keeping the pipeline up to date. The forecasting tools, while not as advanced as dedicated forecasting software, offered solid projections based on historical data.

The platform offers a wide array of pre-built reports covering various aspects of sales performance, lead sources, and team productivity. I was able to generate custom reports with relative ease, though some of the more advanced reporting features were reserved for higher-tier plans. The visual representation of data through charts and graphs made it simple to glean insights at a glance, which would be invaluable for quick decision-making in a real-world scenario.

While testing Bitrix24’s mobile app, I found that it offered most of the core CRM functionalities available on the desktop version. I could access contact information, update deals, and even use the built-in communication tools while on the go. The app's interface, while not as polished as some standalone mobile CRMs, was functional and responsive.

I particularly liked Bitrix24's integration of communication tools directly within the CRM. The platform includes features like internal chat, video calls, and a social intranet, which could significantly streamline team collaboration. Any internal conversations about leads or deals can happen right alongside the relevant CRM data, making collaboration more secure and user-friendly.

Being an advanced platform, Bitrix24 offers a range of tools to streamline repetitive tasks. The system allows for the creation of custom workflows and triggers, which can automate actions like assigning tasks, sending emails, or updating deal stages based on specific criteria. While powerful, I did find that setting up complex automations required a bit of a learning curve.

The platform also includes features that extend beyond traditional CRM boundaries, such as project management tools, time tracking, and even some excellent website building capabilities. While this comprehensive approach could be advantageous for businesses looking to consolidate a software stack, it also means higher costs that won’t be feasible for those looking for a standalone CRM.

How easy is Bitrix24 CRM to use?

Logging into Bitrix24, I quickly realized that ease of use is a complex topic for this platform. While the customization options are extensive, this flexibility comes at the cost of initial complexity. For starters, Bitrix24’s dashboard presents a wealth of information, which can be daunting for new users. I found myself spending considerable time navigating through various menus and submenus to locate specific functions.

Personalizing the workspace required a deeper understanding of the system's structure, which might not be immediately intuitive for all users. The ability to create custom fields, workflows, and even modify the layout is powerful, but it also contributes to a steeper learning curve.

Still, Bitrix24's approach to user interface design has evolved over time. Recent updates have made strides in improving usability, with a more streamlined layout and clearer iconography. Despite these improvements, I found that the platform's all-in-one nature sometimes leads to a cluttered feel, with features from different modules intersecting in ways that can be confusing for newcomers.

Thankfully, there’s a wealth of self-service resources available for new users. During my research, I discovered an extensive library of video tutorials on the platform’s YouTube channel, as well as detailed online training courses specifically designed for administrators. These resources are comprehensive and cover a wide range of topics, from basic navigation to advanced feature utilization. Bitrix24 also offers weekly webinars that dive into different aspects of the platform, providing detailed use cases.

Ultimately, compared to some of its competitors, Bitrix24's learning curve is way steeper. Platforms like Freshworks, for instance, are noted for their user-friendly interfaces and ease of use. While this is partly explained by the wealth of features and customization choices available, the fact remains that there are competitors who do all of this while still retaining their intuitiveness, like Insightly.

Bitrix24 integrations

When it comes to integrations, I was impressed by the variety of options available in the Bitrix24 Marketplace. With over 300 apps in the catalog, including integrations with well-known services like Quickbooks, Google Sheets, PayPal, RingCentral, WhatsApp, and Miro, businesses can easily connect existing tools with the CRM.

For businesses looking to migrate data from other platforms, Bitrix24 also offers a range of migration apps for popular services like Jira, Asana, Trello, Zapier, Zoho, and Pipedrive. During CRM testing, I found these migration tools to be intuitive and efficient, allowing for a smooth transition without significant data loss or disruption.

Then there’s the Bitrix24 REST API, which allows developers to integrate the platform with external systems, import and export data, and even create custom widgets. It provides businesses with the flexibility to tailor the CRM to specific needs by ensuring smooth data synchronization with other tools in the software stack.

Bitrix24's commitment to integration extends beyond pre-built apps and API access. The platform also provides comprehensive documentation and resources for developers looking to create custom integrations. The detailed REST API guide, complete with examples and guidelines, empowers businesses to develop tailored solutions that address their unique requirements.

Moreover, Bitrix24 offers a range of low-code tools that allow users to solve specific problems without relying solely on the REST API. This approach democratizes integration capabilities, enabling even non-technical users to connect and automate processes involving other applications.

How good is Bitrix24 CRM customer support?

Looking into Bitrix24's customer support, I encountered a mixed bag of experiences and resources. The platform offers several support channels, but the level of assistance and response times varied depending on the plan and the complexity of the issue at hand.

Free accounts are limited to self-support resources such as product manuals, helpdesk articles, video tutorials, and free webinars. While these resources can be helpful for getting started and troubleshooting basic issues, they may not suffice for more complex or account-specific problems. But this is not unusual, since most platforms reserve live support options for paid customers only.

For paid users, Bitrix24 offers live support through chat and email. Chat support is usually responsive with average wait times of around 5-10 minutes. Support representatives are generally knowledgeable and helpful, although there are instances where more complex issues require escalation to higher-tier support agents, resulting in longer resolution times.

Email support, on the other hand, has slower response times. It often takes up to 24-48 hours to receive an initial response, which could be frustrating for users facing time-sensitive issues. However, once engaged, the email support team provides detailed and thorough assistance, often including step-by-step instructions and screenshots.

Beyond the live support options, the platform offers an extensive knowledge base with articles covering a wide range of topics, from basic setup and configuration to advanced customization and integrations. The articles are well-organized and searchable, making it easy to find relevant information quickly.

In addition to the knowledge base, Bitrix24 provides a comprehensive library of video tutorials and webinars. These resources offer visual guidance on various aspects of the platform, making it easier for users to learn and adopt the system. The webinars, in particular, are a valuable resource, as they provide live demonstrations and Q&A sessions with Bitrix24 experts.

Yet, some users on sites like G2 and Trustpilot have reported mixed experiences with Bitrix24's customer support. In online reviews, a few users expressed frustration with the support team's response times and the quality of assistance provided. Some felt that the support representatives were more focused on providing formal replies rather than solving problems, leaving customers to figure things out on their own.

It's also worth noting that Bitrix24 does not provide phone support as a standard channel. For users who prefer to discuss issues over the phone, this could be a drawback. However, the platform does offer a callback feature, where users can request a phone call from the support team at a scheduled time.

Bitrix24 CRM pricing and plans

Bitrix24 may just be one of the most flexible and affordable options in the CRM market. What immediately caught my attention was the platform's unique approach to pricing – instead of charging per user, it offers a flat fee for each plan with a base number of users, with the option to add more as you scale. This allows businesses to scale a user base without incurring as much expense.

Bitrix24 offers one of the best free CRM plans on the market with unlimited users and no time restrictions. It includes essential CRM features, task management, and document management capabilities, providing a solid foundation for businesses to get started with the platform - making it one of the best CRMs for start ups. While certain advanced features and paid support options aren’t available, it’s still a great option for those looking for an extended trial period.

For organizations requiring more advanced features, Bitrix24 offers four paid plans: Basic, Standard, Professional, and Enterprise. These plans range from $49/month for 5 users to $7,999/month for 10,000 users, with scaling levels of storage space and feature sets. What I found particularly impressive was the value Bitrix24 offers relative to its price. Compared to other CRM providers that charge per user, Bitrix24's flat-fee model can lead to significant cost savings for businesses with larger teams.

For all new users, Bitrix24 offers a 15-day free trial for the Professional plan. This trial allows businesses to test the platform's full range of features before committing to a paid subscription. During my experience with the trial, I found it to be a valuable way to explore Bitrix24's capabilities and determine if it was the right fit for my needs.

It's worth noting that while Bitrix24's pricing is generally straightforward, there are some limitations to keep in mind. For example, the free plan, while generous in terms of user count, does have restrictions on storage space and certain advanced features. Additionally, some features, such as the telephony functionality, require separate payment. But overall, I found Bitrix24's pricing model to be one of its strongest selling points.

Bitrix24 CRM review: Summary

Bitrix24 particularly excels in its core functionality, offering a comprehensive suite of features that cater to the needs of any business looking for a CRM. The platform's extensive customization options and powerful automation tools enable users to streamline workflows and adapt the system to unique requirements. However, this wealth of features does come with a learning curve, which may be steeper for users unfamiliar with all-in-one business management platforms.

The platform's unique flat-fee pricing model and feature-rich free plan make it an attractive option for businesses looking to get more out of their investment in a CRM. While the customer support experience may vary depending on the plan and the complexity of the issue, Bitrix24 offers a robust set of self-service resources that can help users navigate the platform effectively.

Overall, I’d say this is a powerful and versatile platform that offers a compelling blend of features, flexibility, and affordability. However, for users looking for a simple solution with great support, Bitrix24 may not be it.