About the client
LAGET LLC supplies industrial components for construction: skylights, smoke extraction systems and fire dampers. The company works only in the Ukrainian market, in B2B.
Sales here are project-based: several client-participants can be involved in one construction site, and repeat orders account for up to 60%. Five users work in the system: 3–4 managers and the head of sales. A client is often handled by a pair: a back-office manager and a front-office manager.
Industry: Supply of industrial components for construction
Tool: Uspacy CRM
Timeline: 3 weeks
Location: Ukraine
The project in numbers:
3 weeks from Excel to working in the CRM
5 users: managers and the head of sales
60% of orders are repeat orders
2 smart objects: “Project” and “Commercial proposals”
Client request: key challenges
Before coming to Frigat NET, orders were tracked in Excel and partly on paper.
As a result:
- A blind pipeline. The head of sales could not see at which stage deals got stuck or how fast they moved.
- Silent closing. Deals could be closed without a clear reason and never turn into an order.
- Project chaos. Different clients work on the same site, yet there was no way to see all requests for a project in one place.
- No quality control. There was no way to listen to cold calls and assess the managers’ work.
Solution: Uspacy CRM implementation
The main requirement was to move the team into a CRM in 3 weeks. The system had to serve both one-off deals and long-term client retention.
After analysing the requirements, we chose Uspacy. The rollout was planned so that the system would start working as early as possible, not in one big release.
Roadmap:
- Week 1. The core. The base pipeline, stages, cards and the custom Project entity (a smart object). It links clients and deals to a specific construction site.
- Week 2. Control and launch. Access rights for back- and front-office managers working in pairs, Binotel telephony, training for 5 users, then go-live.
- Week 3. Pilot operation. The team works in the CRM day to day, the integrator provides daily support, makes targeted fixes and checks that every request is recorded correctly.
Integrations and automations:
To address the client’s request, we built:
A deal closes only with a reason and approval
No deal can be closed without the mandatory “Closing reason” field filled in and without approval from the head of sales.
Binotel telephony
Call recording and playback right in the client card, click-to-call and logging of every call.
Partners and commercial proposals per project
Several partners can be linked to one project to choose a contractor among them. Commercial proposals live in a separate smart object linked to the project.
Each proposal is visible both in the partner company card and in the project card. In the project, all proposals are collected in a table with the details of the partner who submitted it and will do the work, so it is clear at once which proposal came from whom and for which site. A Won or Lost status shows whose proposal won.
Client rating scale
Every client gets points automatically. Points are added or removed depending on the contact type (partner, decision-maker, influencer, etc.), how long ago the client last contacted the company, when there was last communication with them and whether they respond.
The total score shows the client’s value and activity and helps managers set priorities.
Implementation results:
By the end of the first stage, LAGET had a working CRM that completely changed how sales are managed.
Real-time pipeline
The head of sales sees the pipeline and the stage of every deal.
Deals under control
The risk of losing a deal or closing it without control has been reduced to zero.
Everything per site in one place
Clients and deals for one construction site are gathered in the Project entity.
Clear which proposal won
Each project shows all partner proposals and which one won.
Priorities by score
A client’s score changes automatically with their role and activity.
All communication in the CRM
Calls and requests are recorded in one system.
Before and after
| Before | After |
|---|---|
| Records kept in Excel and on paper | Work in a single Uspacy interface |
| Requests from different participants on one site are not visible together | The Project entity brings together all deals and clients for a site |
| Deals are closed without control or explanation | A deal cannot be closed without a reason and the head of sales’ approval |
| No control over call quality | Any call can be played back from the card via Binotel |
| Partner proposals for a site are not collected anywhere | All partner proposals are in the project with a Won / Lost status |
| Client priority is judged by eye | The rating scale shows which clients are the most valuable and active |
Next steps
This stage is the foundation for more complex business processes.
Planned next:
- Accounting system integration. One-way sync so that invoices are generated from the CRM automatically.
- Advanced analytics. Reports on pipeline conversion, delays at stages and cold call quality.
- Database migration. Full import and field mapping of the historical client base from Excel.
