Which CRM to choose as a backend solution?

Question

CRM

Until now, work with customer data in our company is carried out situationally and fragmented. In our self-written admin panel, we have many different interfaces for working with clients and orders: a separate helpdesk for communicating with clients (we use Omnidesk), a ticket system for processing problems and incoming leads, working with orders and settlements with clients.

At the same time, orders, not customers, are the main axis of our processes now. Therefore, we cannot:

• create a personal account of the client, where all his orders will be collected,
  
• develop a loyalty program for repeat customers,
  
• maintain statistics and analytics on customers,
  
• effectively manage personal data in accordance with the GDPR and Federal Law 152 (store in different countries, log viewing by employees, delete on request, create a register of all accesses to the personal data of one client, etc.)
  
• flexibly create lists for bulk emails and segments for marketing tools.
  

To make all this possible, we want to combine all work with customer and partner data in a single CRM. However, there is no task yet to change interfaces and current business processes. The emergence of such CRM will add new processes to the company. And given that we already have all the necessary interfaces, we will use the new CRM mainly as a back-end and API. Only the tasks of new processes will be solved on the web interface.

Desired functionality

1. Installation on your server or Cloud with API access
   
2. The interface of each user's personal account, where the displayed fields and controls are configured for each role. Works on API or with a highly customizable interface.
   
3. Integration with email and SMS mailing services. Ready-made connectors with popular ones or the ability to build your own integration.
   
4. Maintaining accounting (money) for the client. Possibility to add positive and negative transactions that form an overall balance with the user.
   
5. Logging user data changes (who, when and what changed)
   
6. Logging user data views (who, when and what data was viewed)
   
7. Technical ability to store user data on different servers for the implementation of the GDPR and 152FZ
   
8. Storage of PDF, IMG documents in the user's card. It is possible through integration with cloud storage or our server.
   
9. Login and registration through social networks, Google Account
   
10. User password reset and recovery logic
    
11. Ability to store personal data in encrypted form on the server
    
12. Different types of contacts: clients, suppliers, agencies.
    
13. Multiple entries in one transaction. When in one order it is necessary to mark the supplier's card, the agent's card and the buyer's card.
    
14. Creating custom fields
    
15. Export data to Excel or Google spreadsheets
    
16. Prevention of duplication of clients (automatic search, manual merging)
    
17. Employee access control
    

I would be grateful to the community if you can advise a trusted integrator who will help you choose a system, or tell me a suitable CRM.

Answer 1

Oddly enough, but I would think in the direction of Bitrix-24

Answer 2

Look in this direction :)
We are constantly solving tasks of such a plan
https://www.waveaccess.ru/services.aspx#filter=.se...

Answer 3

Look towards https://planfix.ru - it initially comes in a "barebone" form without imposing any processes / patterns, individual processes can be installed from the marketplace, but it's better to assemble them manually for yourself.