MTS Belarus automated client processes on the BPMSoft platform

2025: Implementation of BPMSoft

in MTS Belarus completed a large-scale transformation of customer interaction processes in the B2B and B2C segments. All key scenarios - sales, servicing and debt collection - have been transferred to a single CRM platform-based system low-code (BPMSoft developed by [| BMSoft]]). BPMSoft announced this on June 16, 2025.

The CRM system has become a master platform for interacting with customers and partners: it employs employees of all channels - from front and back offices to external commercial representatives. The system covers sales and service in communication stores and online stores, the operation of a contact center, accounts receivable management and interaction with business customers.

CRM has more than 100 integrations, including billing, 1C and internal IT services. All operations - from registration of a request to execution - take place in a single interface. This made it possible to create a full-fledged "single window" model for operators: they do not need to switch between systems, and all actions are recorded in one digital loop. This greatly accelerated service and increased the transparency of the customer experience.

The CRM system for us is a full-fledged end-to-end automation tool. Thanks to deep integration with billing, we automatically activate services and manage financial flows. All actions with customers are reflected in CRM, including the history of purchases, requests, debts - we have formed a single client profile, said Andrei Malakhov, head of the business solutions department of MTS Belarus.

Using the BPMSoft platform made it possible to eliminate the problem of data duplication: the system automatically combines records of the same client, even if he designed different products.

The system is flexible, and we do not need to wait a week to adapt it to new KPIs - the changes are being implemented by our own business analysts, the company noted.

MTS paid special attention to the legal correctness of the paperwork: thanks to the embedded BPMSoft designer of printed business analytics forms, they independently make changes to templates, quickly adapting to regulatory requirements.

The CRM system is supported by an internal MTS team of 14 specialists: half - business analysts, half - developers. The total number of CRM users exceeds 700 people - these are employees of the contact center, retail outlets, service offices, as well as external contractors and partners.

This is important for us - we see that the vendor uses its own product and demonstrates its maturity in real operation, the company emphasized.

Vadim Sorokin, BPMSoft Business Development Director.|The project with MTS Belorus is an indicator of the maturity of our platform and its ability to work at the level of a national operator. Three key success factors came together here: scale, speed and depth of integration. Together with the MTS team, we built not just CRM, but a digital foundation for flexible and safe management of customer experience. It is especially valuable that the system is developing by the customer - this is exactly what low-code platforms are created for. "

In the near future, MTS plans to switch to the current version of the BPMSoft platform and its integration with an import-independent technology stack.