How B2B SaaS tool stores and manages CRM

To do this, we have functionality for:

• collecting and storing data (a pop-up module, a user profile, and data tables)
• deep segmentation of contacts
• communication with users through multiple channels: email, SMS, mobile, and web push (we will start working on a messenger soon)
• messages automatisation with scripts and other trigger mechanics.

In addition, our platform has a product recommendations module. Using machine learning algorithms, we predict which product suits best for a particular user. It helps our customers earn more, and their users – make the right choice.

👋 My name is Nikita. I am the Operations Director at enKod. My main responsibility is the synchronization of all company processes: sales, support, HR, marketing, product, etc. This includes the introduction and configuration of new tools such as Fibery.

Prior to that, I was a Design Lead and worked in different areas: product, web, branding, and motion.

Fibery has replaced several tools for us:

• Task tracker (previously we used Planfix)
• CRM (we use a corporate solution, but it lacks some functionality)
• Wiki (previously we used Notion)
• Collaborative whiteboard (previously we used Miro)

Above I already answered what tools Fibery replaced for us, so here I will tell the reasons to switch to Fibery:

1. Context. When you have multiple tools, information is scattered and there is no shared context. For example, when a Finance guy uses a self-written corporate application, and an Account Manager uses a regular task tracker, information can be duplicated or even lost. Fibery solves this problem with a cool system of connected databases.

2. Cost savings. Fibery costs almost as much as each of the previously mentioned tools separately. The difference is obvious. Also, there is a startup program 🤗

3. Structure. Unlike other task trackers (Asana, ClickUp), Fibery doesn’t have a strict hierarchy (Area – Task – Subtask). With databases, you can create any level of nesting and abstraction (below I’ll show an example that proves it).

4. Team. Back in 2019 when I was a designer, I came across Fibery on Medium and immediately signed up. I liked the fundamental, somewhat philosophical approach to product development. For me personally, this is also an advantage.

In order not to describe each process, I will tell you more about how we use Fibery as a CRM. I want to describe this particular process, as it is not the most common one. Plus, I think that it would be extremely difficult to implement it outside of Fibery :)

With all this, each account has a manager – User, who performs some Actions. Accounts and leads are always in some stage of the funnel, that we also implemented through a database.

How do you store wiki?

Each department has its own wiki. They may differ from each other, but there are sections that all the departments have like beginner training, processes, and instructions.

How do you organise your support process?

Now we are in the process of integrating with another tool called Fasttrack (an Intercom analog), which will allow us to communicate with our customers directly from our platform. Therefore, the feedback collection process and the support itself are not fully completed.

The number 1 for us is, of course, bi-directional links and the very concept of databases. I would put reports in second place because they are so powerful that I still haven't fully realized their full power :)

Separately, I would like to highlight the Fibery customer support and especially the help of Polina. I've already lost count of how many times she helped us solve problems or offered an alternative solution.