CRM and ERP with chat-oriented logic and AI bots

Classic CRM and ERP system interfaces, focused on forms and panels, are gradually giving way to more flexible and dynamic solutions. Today, customers expect instant responses, personalized approach and intelligent support. Chat-first approach effectively solves these problems, combining the usual dialogue format with the capabilities of analytics, automation and predictive scenarios. If you want to save time and turn each request into a managed process, you should order chat-based CRM/ERP,

AVADA MEDIA provides services for developing custom chat-CRM and ERP systems for business. Our team creates solutions that combine the familiar format of communication in a messenger with automation capabilities, AI-bots and deep analytics. Such a tool becomes not just a program, but a strategic resource for growth, allows you to reduce operating costs and take customer service to a new level.

What is chat-based CRM/ERP?

Chat-CRM and chat-ERP are a new generation of business systems in which the familiar interface is replaced by a convenient and understandable dialogue format. Instead of complex navigation and overloaded panels, employees interact with the system in the same way as in a messenger: they ask questions, receive data, manage tasks and processes in real time.

Messenger oriented CRM combines the functionality of a classic management system with convenient communication, can be scaled, adapted to the specifics of the business, and supplemented with new modules.

This approach makes the management system as natural as possible for employees: it does not require long training and is easily integrated into daily processes. At the same time, chat CRM retains all the key capabilities of classic platforms - from sales and project management to analytics and resource control.

Chat-based ERP is a relatively new concept, but it is actively developing. Employees can manage business processes, query data or initiate transactions using simple commands in a messenger or corporate chat. The AI built into ERP chat suggests actions or automatically triggers processes.

Currently, CRMs with chat interfaces are more common, but this format is gradually coming to ERP systems, especially in areas where quick access to data without complex scripts is needed.

• In the field of logistics and transport companies, drivers or managers can check the status of cargo, route, availability of free transport or make requests directly in the messenger. This speeds up communication and reduces the workload on dispatchers.
• At manufacturing plants, a foreman can quickly receive current inventory balances in a chat, an accountant can receive a financial report for the half-year, and a director can receive revenue for the last day.
• In retail and eCommerce, store managers can receive daily sales data, monitor stock levels, or send orders to suppliers directly through a chat interface, responding faster to demand.
• In financial companies, accountants or managers have the ability to generate reports, acts, view debts or incoming payments through simple text or voice commands if the chat ERP has a built-in AI voice assistant.
• In HR and personnel management departments, employees can apply for leave, receive information about salary or planned schedule changes in the chat. Managers can see a summary of leave and team workload.

Basic and additional features of chat-based CRM/ERP

The advantage of chat-oriented CRM and ERP systems is not only in a convenient interface. By combining communications, automation and analytics in a single system, they become a competitive advantage for businesses. Such systems make processes transparent and manageable, helping companies work faster and more accurately.

Chat-based solutions are rapidly gaining popularity because they offer unique capabilities.

• Omnichannel in the Unified Interface

Chat-oriented CRM consolidates all channels of interaction with customers in one workspace – messengers (WhatsApp, Telegram, Viber), social networks (Instagram, Facebook Messenger), chat on the website and email. This allows you to avoid data loss and maintain the integrity of the context. Managers can work in a single window, without switching between tabs and messengers. Here they have access to the entire history of contacts – this significantly reduces the likelihood of duplication of actions and speeds up the processing of requests.

• Interaction history and customer profile

Each dialogue is recorded in the system and becomes part of the client's extended profile. In addition to correspondence, this may include data on orders, actions on the site, reactions to mailings, tags and comments from employees. This approach helps to form a behavioral model of the client, predict his needs and set up personalized scenarios for interaction with him.

• Automate responses

Chatbots can be delegated repetitive tasks – answering typical questions, confirming reservations, informing about the status of the order. Their mission is not to replace a specialist, but to provide a basic level of service and filter out requests that require the participation of a manager. AI bots with a RAG approach increase the speed of response and reduce the burden on the team, while maintaining control over the quality of the customer experience.

• Scenario settings

Chat-CRM supports flexible scenarios: auto-funnels, reminders, triggers. For example, if a client has not responded within 24 hours, he will receive a reminder; when the order is confirmed, the offer of related products is activated.

• Intelligent assistants in chat-CRM

AI agents in CRM can take on the primary contact: answering frequently asked questions, clarifying order details, qualifying leads. Working inside the system, bots do not lose data and help the team move to live dialogue faster.

• Integration into the business ecosystem

Chat-based CRM and ERP systems can be connected to IP telephony, CMS, payment gateways, inventory accounting, marketing tools, and the Plausible analytics platform, which does not overload the system - it provides only the necessary business metrics that are easily linked to CRM data. All this will work as a single mechanism, rather than a set of disparate applications.

• Classification and routing of requests

For more structured work, it is possible to implement tags and categories of chats, which will allow you to prioritize tasks and form the order of processing. In parallel, the chat-CRM can perform intelligent routing: distribute requests to managers taking into account their workload, competencies and history of work with a specific client. In addition, SLAs are set - for example, a mandatory response time, if violated, the request is automatically transferred to another employee.

• Analytics and performance monitoring

Thanks to the built-in dashboards, you can see real-time statistics: dynamics of incoming calls, average response time, conversion rate of dialogues into deals, efficiency of individual managers and the team as a whole. These metrics allow not only to monitor operational processes, but also to identify communication bottlenecks, adjust resource allocation and optimize interaction scripts.

Thus, a chat-based CRM/ERP system will become a universal tool for your business. On the one hand, it is a familiar chat for employees, and on the other, it is a powerful management platform that scales with the company.

What are the advantages of chat-based CRM and ERP?

• The messenger's familiar interface ensures quick user adaptation.
• Flexible and scalable architecture helps to adapt the system for different work scenarios – for example, to configure automatic routing by language and region or custom sales scenarios via Telegram with data synchronization with ERP. As the number of users, data volume or number of integrations increases, chat-CRM/ERP can be expanded with new modules and services without global reworking of the entire system. The system can be modified at any time for new processes.
• Accelerated processing of requests and closing of deals through routing and automation of repetitive actions.
• Centralized process management simplifies control, makes data available in real time, and eliminates the need to work in different tools.
• A single workspace for employees regardless of their location, including remote and hybrid teams.
• Built-in roles and access rights allow you to connect new departments or distributed teams while maintaining control over data and processes.
• The PWA format provides equally comfortable access to the system from a computer, tablet, and smartphone without the need to install additional applications.

Stages of developing chat-CRM and ERP systems

To create a high-quality, stable and scalable system, we provide a dedicated team of specialized specialists: business analysts, UX/UI designers, front-end and back-end developers, QA testers. A consistent development process guarantees clean and maintainable code, as well as a modern, user-friendly interface.

1. Business process analysis and task setting. The development of a chat-based ERP or chat-CRM system begins with defining goals and a detailed study of the current situation. Our team analyzes ways of interacting with customers, the organization of internal processes, the need for integration with other systems. Based on the analysis, a technical task is formed, which describes all the requirements for the future system.
2. Designing architecture and interfaces. In accordance with the TOR, the architecture of the future program is built, defining key modules, work scenarios, routing and automation logic. If we are talking about chat-ERP, at this stage the connection with financial and management processes is established. In parallel, a chat interface is designed, which will be convenient for employees and will allow them to quickly master the system. Prototypes of key interfaces are developed for coordination with the customer.
3. Implementation of the software code. Front-end developers create a chat module, administrative panel, dashboards and interactive application forms. For this, modern frameworks (React, Vue, Angular) are used. In parallel, they develop a backend, where data processing logic and modules for specific business tasks are laid: from the integration of messengers and social networks to the connection of analytics and automation tools. In chat-ERP, the core is expanded with integrations with warehouse accounting, accounting, BI platforms and other corporate services. Also, if necessary, the system is connected to external services - IP telephony, CMS, payment gateways, marketing tools. Thanks to integrations, chat-based CRM/ERP will not be a separate application, but the central workspace of the company.
4. Scenario and AI agent setup. Upon request, we implement scenarios for automatic actions: reminders, auto-funnels, routing by language and region, initial qualification of leads by chatbots. Intelligent agents are connected, which help reduce the workload on the team while maintaining quality control and personalization.
5. Testing and training of personnel. The system undergoes comprehensive testing of functions, integrations, security and load resistance. After that, employees are trained: from basic functions to working with advanced modules. Thanks to the familiar chat format, adaptation is quick or not required at all.
6. Implementation and support. The system is launched into the working environment. Then we offer technical support. As the business grows, the chat-CRM can be scaled: add new modules, expand analytics, and track performance indicators and make the necessary improvements.

How to order a CRM and ERP system in messenger format?

If you want to quickly test a customer or business management system in a chat format, you can try our ready-made solution – AvaCRM. If necessary, you can modify it for other tasks or order an individual development of ERP and CRM in a messenger format that will fully comply with your business processes.

Our strategy ensures full immersion in your project and its consistent implementation. We provide a dedicated team of specialists to develop a custom chat-based CRM/ERP.

Working with us is a guarantee of a professional approach to business automation. Extensive experience in various industries allows us to create solutions that accelerate communications, increase team efficiency, and turn every contact with a client into a manageable process. With our team, you will receive a strategic growth tool that combines traditional channels and new digital touchpoints, reduces routine and raises service standards. Contact us to discuss your project and get a personal consultation on developing AI solutions for your business.