What is Bitrix24? CRM, automation and collaboration in one platform

Paul Streck

27 August 2026

Bitrix24 is often seen primarily as a CRM system. That is true, but only partly. CRM is a central part of the platform. In addition, Bitrix24 combines tasks and projects, internal communication, automation, documents, analytics and AI functions in one shared environment.

Bitrix24 can therefore be understood not only as CRM, but as a central work platform for companies that want to connect several tools that would otherwise remain separate.

What is Bitrix24?

Bitrix24 is a platform for customer management and internal company processes.

How extensively it is used depends on the company. For some businesses, a CRM for sales is enough. Others want to connect sales, projects, tasks, documents and several departments.

Bitrix24 can first be used for simple scenarios and then expanded step by step.

The most important areas include:

1. CRM and sales. Bitrix24 can manage contacts, companies, leads and deals, set up sales pipelines, document customer communication and automate work steps.
2. Tasks and projects. Work with a customer often continues after the sale. Tasks and projects help connect delivery, service or production with the CRM process.
3. Communication. Chats, calls, meetings and internal discussions are located inside the same platform.
4. Automation. Bitrix24 can create tasks, send notifications, assign responsible users, change deal stages and start approvals automatically.
5. Analytics and reporting. Data from CRM and other areas can be used to evaluate sales, customer work, tasks and other metrics.

Is Bitrix24 a CRM or a company platform?

Both.

If a company mainly needs a transparent sales pipeline and a central customer database, Bitrix24 can be used as CRM. If requirements are broader, projects, communication, automation, analytics, AI functions and integrations with other systems can be added.

The key question is not how many functions Bitrix24 offers, but which of them the company actually needs.

The better starting point is therefore not: "Which functions does Bitrix24 have?", but: "Which processes do we want to improve?"

How does work with Bitrix24 look in practice?

A customer sends a request through the website. The data is transferred to CRM, a new deal is created and assigned to a sales employee. The employee works with the customer and moves the deal through the pipeline. Once the sale is completed, Bitrix24 can automatically create tasks for the project team or pass the case to the next department.

The customer history does not end at the sale: CRM, follow-up tasks and internal processes remain connected.

If you want to know what companies should consider when using the platform in the German market, read our article Bitrix24 in Germany: what German companies should consider when using CRM.

Which companies is Bitrix24 suitable for?

Bitrix24 is used by companies of different sizes and industries. When choosing a system, the internal workflow is often more important than the industry itself.

Companies with a sales team

If several employees work with customers, CRM helps document communication centrally, assign responsibilities clearly and make the sales pipeline more transparent.

Companies where a sale becomes a project

For service, consulting, engineering and many other companies, the sale is often only the first step. If CRM, tasks and projects are connected, information does not need to be transferred manually from one tool to another.

Companies with many recurring processes

If employees regularly create similar tasks, send the same notifications, distribute requests or pass information between departments, part of this work can be automated.

Companies with several departments

Sales, project teams, service, administration and management can work in one system while seeing only the data and functions they need.

Growing small and medium-sized businesses

At an early stage, Excel, email and personal agreements may be enough. As the company grows, the number of customers, employees and tasks increases. Bitrix24 makes it possible to build a structure gradually.

Bitrix24 Cloud or On-Premise?

Bitrix24 is available both as a cloud solution and as an on-premise version. We explain the differences in detail in the article Cloud or On-Premise.

With the cloud version, the company uses Bitrix24 as a ready-made online service. The on-premise version is installed in infrastructure chosen by the company and offers more control and deeper customization options.

One option is not generally better than the other. The right choice depends on the existing IT infrastructure, integration and security requirements and the scope of planned customizations.

Can Bitrix24 be adapted to internal processes?

Yes. This flexibility is one reason why Bitrix24 can be used in companies with very different workflows.

Among other things, the following areas can be adapted:

• CRM structure;
• sales pipelines;
• stages;
• custom fields;
• access rights;
• automations;
• business processes;
• documents;
• reports;
• integrations with other systems.

However, many configuration options do not automatically make a CRM user-friendly. Without a clear concept, too many fields, stages and automations can make the system more complicated than the process it should simplify.

At WAM IT, we first analyze the task and check what can be implemented with standard Bitrix24 functions. Only then do we decide where additional configuration, integrations or custom development make sense.

More details are available in our article Bitrix24 agency: implementation, customization and integration.

Artificial intelligence in Bitrix24

AI functions are integrated directly into different Bitrix24 work areas. CoPilot can be used in CRM, tasks, texts, meetings and communication.

CoPilot can help to create texts, shorten or rephrase messages, adapt writing style, create task descriptions and checklists, process conversations and prepare information for further CRM work.

If you are especially interested in AI functions, read more in our series:

• Bitrix24 CoPilot: AI directly in CRM;
• Texts and messages with CoPilot;
• CoPilot for tasks and meetings.

Who is the provider of Bitrix24?

Bitrix24 is a commercial software product. For customers in Germany, Alaio Cloud Limited is the contractual partner. This information is relevant for contracts, data processing and other legal documents related to the use of the cloud service.

Does Bitrix24 have to be implemented with a partner?

No. If a company only needs a simple CRM with a basic sales pipeline and a few users, many settings can be configured internally.

Support from a specialized partner becomes useful when data must be migrated, a more complex sales structure is needed, permissions for several departments must be set up, processes must be automated, Bitrix24 must be connected to other systems or custom business logic is required.

In such projects, WAM IT does not try to add as many functions as possible. First we clarify what the company really needs, which tasks can be solved with standard Bitrix24 functions and where additional customization or development is useful.

This keeps Bitrix24 a tool that supports daily work instead of becoming a complex system that employees bypass with Excel and familiar tools.

Frequently asked questions

How is Bitrix24 different from a classic CRM?

CRM is only one part of Bitrix24. Tasks, projects, internal communication, automation, analytics and further processes can also be organized in the platform.

Can a company start only with CRM and add more functions later?

Yes. It is not necessary to introduce all Bitrix24 functions at once.

Do all company processes have to be mapped in Bitrix24?

No. It makes sense to map only those processes for which the platform is actually suitable.

Can data from an existing CRM be migrated to Bitrix24?

Yes. The specific migration depends on the previous system, the data structure and the information that should be transferred.

Can Bitrix24 be connected with other company systems?

Yes. Existing integrations, APIs or custom interfaces can be used depending on the task.

Where should a Bitrix24 implementation begin?

With the existing processes. First it should be clarified how customer work runs today, which employees are involved, where manual steps occur and what should actually be automated.