About the client
NGO «Litay» is a community created by internally displaced women for women. The organization helps mothers of children with disabilities and displaced women find support, resources, and new opportunities.
The organization works across several areas: psychosocial support for women and children, advocacy for their rights, development of a volunteer community, inclusive events, and a creative space for children. The team processes daily requests for help, manages case management, and moderates the Telegram channel and community chat.
Industry: Psychosocial support for internally displaced women and mothers of children with disabilities
Tool: Uspacy CRM
Location: Ukraine
Scale of work:
32 team members
347 children
750 families
250 community members
×4.5 revenue growth
Client request: key challenges
When the organization started, Google Sheets worked fine. But the community grew quickly — and the system couldn’t keep up.
- Applications came through Google Forms with no unified control system
- There was no unified process — each team member worked independently
- Tracking the status of each woman in the program was difficult
- Data was scattered: some in spreadsheets, some in messages, some in people’s heads
- Document preparation was done manually
The organization was doing important work, but without a system it risked falling behind its own growth.
Solution: Uspacy CRM implementation
For an organization working with people in difficult circumstances, the need was not just any CRM — but a system that could be fully adapted to unique processes. Uspacy delivered: flexible pipeline configuration, the ability to print documents directly from the system, and a simple interface that requires no technical training from the team.
Process audit. We started by mapping the real journey of a beneficiary — from the first inquiry to program completion. We found where information was getting lost and identified the biggest pain points.
Key implementation steps:
Built 4 pipelines:
Pipelines built to match the organization’s actual processes:
1. Beneficiaries (leads)
2. Referral to partners
3. Aid provision
4. Case management
Support stages: Application → Selection → Questionnaire → Support → Completion
Configured the CRM:
Set up beneficiary cards, fields tailored to the organization’s specifics, stage transition logic, and the ability to print documents directly from the system.
Connected channels:
Email, Instagram, Facebook — all messages now come into one place.
Automated routine tasks:
1. A unique ID is automatically assigned when a lead is created
2. When a questionnaire is completed — the application moves to the next stage and a notification is sent to the responsible team member
3. When a case goes into active work — a case management object is automatically created
Implementation results:
The organization received not just a CRM — but a tool tailored to the specifics of their work.
Unified process
All team members follow the same system — the status of every woman in the program is visible in real time, without calls or clarifications.
Documents from the system
Documents are generated directly from the CRM — no manual preparation or time lost to routine.
Transparency for leadership
The manager sees the real picture for every case and can step in quickly when needed.
Foundation for analytics
All data is structured and ready for reporting to donors and partners.
Client testimonial:
“Frigat NET came into our lives at exactly the right moment. When an organization grows this fast, it’s very easy to drown in chaos. But there’s another way: build a structure that helps you move forward with confidence.
Working with the CRM became our anchor point — it helped us start systematizing processes and bringing order to everything that was growing so quickly. And what matters is that we’re not just ‘implementing a system’ — we’re already adapting it to fit our real needs.
Special thanks to the Frigat NET team for their humanity, patience, and genuine desire to help. It means so much to us that even complex things are explained simply, clearly, and without making us feel like we don’t understand anything.
And it’s just genuinely warm to work with you. So much so that we already miss you when there’s a pause between meetings.”
— NGO «Litay»
