Norbit has implemented CRM for EnergosbyT Plus

2025: Transition to BPMSoft

Norbit helped the Russian energy sales company EnergosbyT Plus switch to a modern CRM system based on the domestic low-code platform BPMSoft. The project allowed to automate 3,500 jobs and create a single information space for employees of sales and customer service offices, as well as contact center specialists. This [CRM] supports omnichannel interaction and improves the quality of customer service by automating handling and significantly reducing the risk of errors. Norbit announced this on January 23, 2026.

At the start, the NORBIT team conducted a thorough pre-project survey and identified functional requirements for the future [CRM]. It was critically important to maintain the stability and continuity of the operating cycle of the energy sales giant, as well as reduce the risks associated with the use of the historical system of a foreign vendor. the Russian low-code The BPMSoft platform was chosen as the solution, which, flexibly adapting to industry specifics, is able to support the work of a highly loaded - IT landschaft and active business scaling.

The integrator's specialists have formed a migration strategy and roadmap, fully preserving the functionality and the entire amount of accumulated data for three years - about 4 terabytes. The solution was deployed in 6 months - now a single-window service has been created for all EnergosbyT Plus services, which speeds up the work of employees and allows them to respond to requests as quickly as possible. At the final stage, NORBIT experts conducted regression and integration testing, as well as developed instructions and training webinars for future users. This helped to quickly master the new platform and effectively use all its advantages and additional capabilities.

The NORBIT team has configured CRM integration with billing, telephony, mail, internal knowledge base, chats, personal account, mobile applications and website. In total, more than 50 integration flows were synchronized within the framework of the project. Now the system accumulates up-to-date information on more than seven million customers with a full history of interaction. Incoming cases are classified and routed automatically and processed according to a common standard. This reduces the labor costs of specialists and the time from the request to the solution of the problem.

Thanks to the implementation of the CRM solution by NORBIT, the company has created a single platform for working with client requests. Now we have ready-made scripts for processing user requests and classifying them. All this allowed us to automate the full cycle of work with customers, significantly improve the quality of the service provided and reduce operating costs and risks, said Kurbonali Azizov, IT Director of EnergosbyT Plus.

Despite the fact that the project is really very complex, with a large organizational volume, wide territorial distribution, extremely tight deadlines for the technological window, we all succeeded. I am sure this implementation is significant and valuable not only for the customer, but also for the industry. The case perfectly demonstrates all the capabilities and advantages of BPMSoft and makes such large-scale migrations a completely feasible task, noted Vladislav Ignatenko, Director of Business Development at NORBIT.