Digital Services Company Innovecs: How CRM Transformed Global Sales Operations

When any business starts scaling, the question of managing many processes arises. Innovecs, a global digital services company, dealt with extending its system to meet its new operational workflow. Their story illustrates how the right CRM implementation can boost employee efficiency via successful CRM work automation.

In this interview, Dmytro Baskakov, Software Development Manager at Innovecs, shared the experience of how their team transitioned from separate internal ERP systems to a fully integrated Zoho ecosystem with the support of CRMiUM, a Zoho CRM implementation partner.

From Growth to Growing Pains: When Internal Systems Hold You Back

Innovecs, a global software development company recognized among the Top 100 outsourcing providers worldwide, operates with over 850 professionals across nine international offices. Known for delivering custom software solutions and IT services globally, Innovecs exemplifies the power of CRM for IT companies.

Despite its scale and reputation, Innovecs faced a common bottleneck: an unstructured sales process managed in Google Excels, such as reporting and leads’ data. Each manager followed a different workflow, presale qualification was inconsistent, and misaligned client handoffs were frequent. Critical communications with the HR department (integral to IT service delivery) were conducted via unorganized email threads, while deal-related documents were scattered across various accounts. Sales reporting was entirely manual, delaying decision-making and hindering performance tracking.

Additionally, in 2019, Innovecs was growing rapidly, but its systems weren’t keeping up. As the software development manager Dmytro recalls:

The biggest challenge was our internal processes. As we began to grow, we needed to hire more people and provide services to more clients, which exposed some issues in our operations. At that time, we were still using a self-made ERP system that covered most of our business processes. We ran into several problems with it. That’s when we decided to stop internal development and hire professionals with professional tools

Even with an internal tech team, the company strategically brought in CRM experts rather than continue patching the legacy systems. That’s when the partnership with CRMiUM began, turning to our CRM integration services to future-proof the company.

A Mindset Shift, Not Just a System Swap

Replacing tools was only part of the equation. As Dmytro emphasized:

We realized we weren’t just changing software, we were changing how people worked. Some of our team still relied on pen and paper. Sales weren’t using the CRM properly. We needed a clean break and a professional-grade system. We wanted people to feel like this was a fresh start. So we started looking for solutions. We researched vendors, including CRM platforms and implementation partners. Even though we had an internal team — I led it myself — we didn’t want to rely solely on ourselves. That’s why we brought the CRMiUM team: to avoid reinventing the wheel.

After evaluating several vendors and platforms, the company settled on Zoho CRM and Zoho People, impressed by the flexibility and depth of the ecosystem.

Investment in the Future: Implementation of Zoho CRM Solution

To resolve the issues, Innovecs partnered with CRMiUM to implement a comprehensive Zoho-based solution. Together, we deployed Zoho CRM, Zoho Analytics, and Zoho Sign, consolidating every touchpoint, from cold outreach to invoicing, while ensuring accurate customer data within a unified platform. These CRM for IT companies initiatives continue to support Innovecs’ strategic growth.

Today, the CRM remains a central pillar of company operations. While they haven’t completely overhauled their sales funnel, its execution is now streamlined and digital-first.

«One of the biggest wins has been reporting. Our team includes a data engineer, and even he says that Zoho’s built-in reports meet most of our business needs. Salespeople can tweak reports on their own without needing a developer, showcasing the effectiveness of crm technology. The system improved the number of clients, market share, and internal workflows», Dmytro said.

The team is currently preparing new integrations with marketing platforms like Apollo and LinkedIn Sales Navigator, aiming to bridge gaps between outbound tools and CRM records through API-based development, while maximizing available resources. This effort is a direct result of CRMiUM’s ongoing digital transformation consulting.

The Team’s Initial Reaction: «Wait—I Have to Input This Myself?»

Like any digital transformation, change didn’t come without friction:

«There was definitely resistance. People didn’t want to use a ‘system that wasn’t finished.’ They were uncomfortable with tasks like logging meetings or syncing Outlook calendars. However, the clarity of communication from CRMiUM’s side helped ease that transition. And it worked in the end. It was a real digital transformation. We didn’t change our sales funnel drastically, but changed how we execute it. The CRM brought structure, and that saved a lot of time», noted the software development manager

Despite early hurdles, the new workflows brought much-needed structure. Collaboration between departments improved dramatically, making routine processes more predictable and trackable.

The «Hall of Fame» Moment: A Project That Changed Everything

This wasn’t a copy-paste integration. It was a phased rollout handled in agile waves: first opportunities, then accounts, then integrations. The slow, steady implementation helped manage internal resistance and allowed employees to grow into the new system.

The standout integration project? — Migrating HR and sales processes into Zoho systems, leveraging effective CRM software

We standardized sales workflows by mandating specific data input at every stage, improving lead qualification and enabling high-quality, real-time analytics. This marked a significant step forward in sales process automation.

«Two internal teams worked closely with CRMiUM. I was genuinely impressed with how your teams collaborated and shared knowledge with each other. Even now, five years later, I can reflect on how that teamwork set a strong example of collaboration. Eventually, we had customer relationship management software implemented and set up», Dmytro told us.

A complex integration with Innovecs’ recruiting and HR management systems was also introduced, creating a streamlined, structured exchange of information between departments and reducing reliance on email. Deal cards were enhanced with automated document collection, forming a centralized repository for all project-related assets. Finally, custom dashboards and sales reports empowered leadership with actionable insights that sales used daily in planning meetings.

Why CRMiUM? Professionalism and Partnership

When asked what stood out most about working with CRMiUM, the answer from Dmytro came instantly:

Professionalism. Every person I worked with was serious, mature, and never overpromised. That’s a rare quality in service partners. I often use your team as an example for training our junior staff

Even with changes in CRMiUM’s internal team over the years, the client emphasized consistency in delivery and reliability. While some may question the cost of such a service, the manager sees it differently:

Yes, it’s not cheap. But this level of support and quality is absolutely worth it

What began as a fragmented sales operation has become a scalable, data-driven sales engine, proving that even top-tier companies can unlock new levels of efficiency with the proper CRM integration.

In Summary

The journey of Innovecs is a clear example of how the right technology, paired with the right partner, can drive operational efficiency and business process evolution. What started as a need to replace a broken ERP system became a company-wide reset in how work gets done, aligning with industry trends.

If we had to summarize their CRM journey in a few words, what would they be?

«Serious. And mature», emphasized Innovecs Software Development Manager

At CRMiUM, we believe every business deserves a system that fits—and a team that understands. Looking at the case of Innovecs, we assure you that if a top digital company had enhanced the workflow with the right CRM, then you would as well! We are proud to have a vast list of CRM and ERP solutions that can meet all the business needs. If you’re ready to move past spreadsheets, broken processes, or outdated tools, CRMiUM is here to drive your business to a new level.