Kommo CRM integration with an online store: 2.5x conversion growth

The electronics online store received 200+ orders daily from 5 channels: website, Instagram, WhatsApp, Telegram, and marketplaces. Managers processed each channel separately, spending 40 minutes per order.

Abandoned carts (68% of total) were not being processed. The customer base was not segmented: new and returning customers received the same messages.

Visitor-to-buyer conversion was 3%, significantly below the industry average of 5-7%. Repeat purchases were accidental rather than systematic.

We integrated all sales channels into Kommo CRM via API: website (order form webhook), Instagram (official integration), WhatsApp and Telegram (via Kommo Salesbot).

Set up automatic abandoned cart recovery: 1 hour — messenger reminder, 24 hours — email with personal 5% discount, 72 hours — manager callback.

Created 4 customer segments (new, active, dormant, VIP) with separate communication scenarios. Implemented RFM analysis to prioritize manager work.

Sales conversion grew from 3% to 8% in 3 months. Abandoned cart automation recovers 22% of customers. Average order processing time dropped from 40 to 7 minutes.

Segmented messaging showed 45% open rate (vs 12% before segmentation). Repeat purchases increased by 35% thanks to trigger scenarios.

Total revenue increased by 47% with the same ad budget. Implementation payback period — 6 weeks.