RetailCRM

What RetailCRM does

RetailCRM is a Moscow-based SaaS platform, legally operating as ООО «РитейлДрайвер» (RetailDriver LLC) and founded in 2013, that unifies customer data management, order processing, CRM-marketing automation and omnichannel loyalty for Russian-language e-commerce and retail. The company reports 25,000+ connected online stores and retail points, processes approximately 36 million orders per year representing 651 billion rubles in combined sales volume, and claims roughly 20% of all online sales in Russia run through its platform. Its customer base spans enterprise retail chains (Lacoste, Holodilnik.ru, Gulliver, ELIS, Tvoy Dom), mid-market players (Kolesatyt, Pure Sense, Estilo, BLCV) and long-tail SMBs, with co-founders Dmitry Borozdin as CEO (General Director) and Ilyas Salikhov as CTO.

The platform combines a CRM core, an Order Management System (OMS), a Customer Data Platform (CDP), an AI-driven marketing module, an omnichannel loyalty program, a Chat Aggregator (MAX, Avito, Telegram, VK), AI Agents for 24/7 service and speech analytics, a mobile app, and an online store constructor. An open REST API with SDKs in PHP, Python, Ruby, .NET and Go underpins a marketplace of 200+ ready-made integrations covering marketplaces (Ozon, Wildberries, Yandex Market), CMS platforms (1C-Bitrix, inSales, Shopify, Tilda), payments (YooKassa, T-Bank, Alfa-Bank, CloudPayments), delivery (CDEK, Yandex Delivery, Delovye Linii) and messengers. Cloud infrastructure runs on Yandex Cloud and Selectel (Tier III, Russian-based), supporting claimed 99.98% uptime and 100+ million daily requests. RetailCRM is listed in the Russian Software Registry (Registry No. 6849, July 2017) and is compliant with Russian Federal Law 152-FZ on personal data.

RetailCRM operates a multi-tier SaaS model with a freemium entry tier (1 user, 300 orders/month), a Professional subscription tier at 10,400 rubles/month for 3 users (plus 3,200 RUB per additional user; 5–10% discounts for 6–12 month prepay), and an Enterprise tier with custom pricing, dedicated support and an on-premise 'box' option. A separate performance-based marketing service charges a 5% commission on orders generated from campaigns. Distribution combines self-serve website onboarding with a 14-day free trial, a 20+ certified implementation partner network (lead partner Intaro), and a direct enterprise sales team for high-load deployments. The company has 51–100 employees, a registered headquarters in Moscow, and one disclosed external funding round of approximately $600,000 in July 2015.

Name

RetailCRM

Legal name

Общество с ограниченной ответственностью «РитейлДрайвер»

Website

https://retailcrm.ru

Company type

Private

Founded year

2013

Operating status

Operating

Headcount range

51–100 employees

Short description

RetailCRM is a Moscow-based SaaS platform combining CRM, order management, marketing automation and omnichannel loyalty for Russian-language e-commerce and retail. It serves 25,000+ connected stores and claims roughly 20% of Russia's online sales run through its platform.

Ownership category

akta.pro rank

Product category

Retail CRM and E-commerce Automation Software

akta.pro primary industry

E-commerce & Retail CRM (Customer Data, Loyalty & Personalization) (HDAEAFAE)

akta.pro secondary industries

Retail ERP (Merchandising, POS Back Office) (HDAEAEAD), Marketing Automation & Campaign Management CRM (HDAEAFAB), CRM Data Quality, Enrichment & CDP-Adjacent CRM (HDAEAFAJ), Customer Service/Support CRM & Contact Center Platforms (BPAFAFAK), B2B SaaS & Enterprise Personalization (CRM, Sales, Support) (HDAAAGAJ)

Keywords

• Retail CRM software
• Order management system
• Marketing automation platform
• Customer data platform
• Ecommerce automation

Headquarters

HQ city

Moscow

HQ country

Russia

HQ region

Europe

Offices1 record

Markets served

GTM type

B2B

Offering type

Software

Cost components

Technology or R&D, Personnel, Infrastructure, Marketing or Sales, Operations

Revenue model

1. SaaS Subscription - Professional Tier: Monthly or annual subscription model at 10,400 rubles/month for 3 users with full feature access. Additional users at 3,200 rubles/month each. Discounts available for 6+ months (5%) and 1+ year (10%) pre-payment.
2. Free Tier: Free tier with 1 user and 300 orders per month for basic usage and trial
3. Enterprise Licensing: Box/enterprise version for high-load projects with dedicated support and complex implementation
4. Marketing Services - Performance-based: Omnichannel mailing services with 5% commission on orders received from campaigns
5. Partner Integration Services: Revenue from partner implementation and integration services through certified partner network

Pricing tiers

Go-to-market motion4 records

Distribution channels5 records

Marketing channels9 records

Core offering

RetailCRM is a unified SaaS platform that combines CRM, order management (OMS), customer data platform (CDP), and AI-driven marketing automation for online and offline retailers. It enables retailers to manage customers, orders, loyalty programs, multichannel communications (email, SMS, WhatsApp, messengers), and analytics from a single system. The platform is offered in modular SaaS (cloud) and on-premise (box/Enterprise) editions, with 200+ pre-built integrations and an open REST API.

Product overview

RetailCRM is a unified CRM platform for Russian-language retail, combining customer management, CRM-marketing automation, and order management in a single system. The platform is offered as a modular SaaS (cloud) and on-premise (box) product. The core platform (RetailCRM) is supplemented by specialized modules: Marketing (email, WhatsApp, SMS newsletters with AI-assisted visual scenario constructor), Loyalty Program (omnichannel for online and offline), AI Agents (chatbots for 24/7 service, manager evaluation, and business automation), Chat Aggregator (unified inbox for MAX, Avito, Telegram, VK), Order Management System / OMS (full-cycle order processing with 200+ integrations), Analytics (reporting across orders, customers, employees, and finances), Mobile Application (iOS/Android for on-the-go management), Online Store Constructor (no-code website builder), Customer Data Platform / CDP (unified customer profiles and segmentation), Event Tracker (website visitor behavior tracking), and RetailCRM Enterprise (high-load enterprise tier). An open REST API and language-specific SDK clients (PHP, Python, Ruby, .NET, Go) enable custom integrations. A marketplace (Маркетплейс) hosts 200+ partner-built integration modules.

Differentiator

Problem solved

Functional benefit

Products and services

• RetailCRM Platform
• RetailCRM Enterprise
• Online Store Constructor (Конструктор интернет-магазинов)
• RetailCRM Mobile
• RetailCRM Marketing Service (Performance-based Campaigns)

Quantifiable outcome

• 28x ROI on email marketing campaigns
• +8 more outcomes

Named customers15 records

Segments7 records

Ideal customer profiles4 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration46 records

AI capability7 records

Feature1 record

Partnerships

19 partnerships are on record, tiered core, major and supporting.

• Intaro (Интаро)coreImplementation/ SI/ Consulting PartnerLeading implementation partner that deployed RetailCRM Enterprise for major clients including Holodilnik.ru. Specializes in high-load e-commerce projects and complex integrations.
• Yandex CloudcoreTechnology or IntegrationPrimary cloud infrastructure provider for data centers with Tier III standards, ensuring high availability and data residency in Russia.
• SelectelcoreTechnology or IntegrationSecondary cloud infrastructure provider for data centers with Tier III standards, complementing Yandex Cloud.
• OzonmajorTechnology or IntegrationMarketplace integration allowing order synchronization, price/inventory management, and order status tracking.
• WildberriesmajorTechnology or IntegrationMarketplace integration for receiving orders, synchronizing prices and inventory, tracking order statuses and payments.
• Yandex MarketmajorTechnology or IntegrationMarketplace integration with up to 10,000 bonus credits for new sellers for promotional boost.
• 1C-BitrixmajorTechnology or IntegrationCMS platform integration for online store management and synchronization.
• YooKassamajorTechnology or IntegrationPayment gateway integration for accepting card payments, cash, and electronic money with 2.5% card rate.
• T-BankmajorTechnology or IntegrationPayment acquiring integration with 0 RUB monthly fee and 0.4% commission, individual terms for high volume.
• CDEKmajorTechnology or IntegrationDelivery service integration for automatic delivery cost/time calculation, document printing, status tracking.
• Yandex DeliverymajorTechnology or IntegrationMulti-account delivery integration managed from single RetailCRM dashboard.
• Moy Sklad (МойСклад)majorTechnology or IntegrationWarehouse management system integration for offline operations, working alongside online via RetailCRM.
• 1CmajorTechnology or IntegrationERP system integration for inventory, accounting, and order management synchronization.
• AvitomajorTechnology or IntegrationClassified platform integration for business promotion and customer acquisition, with up to 7,000 bonus credits for new clients.
• MAX MessengermajorTechnology or IntegrationDomestic Russian messenger platform integration for customer communications, available free until end of year.
• VK (VKontakte)majorTechnology or IntegrationSocial network integration for messaging and customer communications via VK messages.
• TelegrammajorTechnology or IntegrationMessenger integration for customer communications and WhatsApp Business API equivalent messaging.
• UIS (UIScom)supportingTechnology or IntegrationVirtual PBX telephony integration enabling click-to-call directly from RetailCRM.
• Erbauer CorpsupportingImplementation/ SI/ Consulting PartnerConsulting agency and integration partner in Kazakhstan that audited and automated Estilo's sales processes.

Scale indicators8 records

Recent moves6 records

Expansion highlights7 records

Direct peers

• amoCRM: Russian-based CRM platform focused on sales automation for SMBs and mid-market, including e-commerce and retail verticals. Directly competes with RetailCRM in the Russian market with overlapping CRM, messenger, and pipeline management features, but lacks RetailCRM's deep OMS and retail-specific modules.
• Bitrix24: All-in-one collaboration and CRM suite from 1C-Bitrix, deeply embedded in the Russian SMB software stack with built-in CMS, project management, and sales automation. Directly competes with RetailCRM for Russian online stores, often as a built-in CMS integration partner and adjacent option for retailers evaluating their tech stack.
• Mindbox: Russian marketing automation and loyalty platform for retailers, with CDP, email/SMS/push, and personalization capabilities. Closely comparable to RetailCRM's Marketing and Loyalty modules and often shortlisted as an alternative or complementary system for Russian e-commerce and omnichannel retailers.
• Klaviyo: E-commerce-native CRM and marketing automation platform with CDP, segmentation, AI, and messaging built for online retailers. Closely analogous to RetailCRM's Marketing module at the product level, and represents the global benchmark for retail-focused SaaS CRM scaling.

Broad incumbents

• 1C:Enterprise (1C CRM): Russia's dominant ERP/accounting platform with CRM, retail, and warehouse modules that integrates deeply with RetailCRM via 1C-Bitrix, MoySklad, and direct ERP connectors. Represents the broad incumbent in Russian retail/ERP that RetailCRM frequently co-exists with rather than displaces.
• Salesforce Commerce Cloud / Salesforce CRM: Global CRM and e-commerce platform leader with retail-focused CRM, OMS, and marketing automation. Architectural and competitive reference for RetailCRM's enterprise ambitions, but currently restricted from competing in the Russian market due to regulatory/sanctions constraints.
• HubSpot: Global CRM, marketing automation, and customer service platform with freemium GTM comparable to RetailCRM's freemium professional tier. Competes indirectly through feature parity in marketing automation, chat, and AI assistants, though HubSpot lacks Russian data residency and deep OMS.

Emerging players

• Yotpo: E-commerce retention marketing platform offering loyalty, reviews, SMS, and email. Direct comparison to RetailCRM's Loyalty Module and AI-driven repeat-purchase automation for online retailers, though Yotpo is more focused on retention than full OMS/CRM.
• Segment (Twilio): Customer Data Platform that unifies customer profiles across touchpoints and feeds downstream marketing tools. Comparable to RetailCRM's CDP module, typically used by retailers as an adjacent data layer rather than a full CRM replacement.

Regional players

• Insales: Russian SaaS platform for building and operating online stores, with built-in CRM, marketing, and order management features. Competes most directly with RetailCRM's Online Store Constructor and is often considered alongside RetailCRM by SMBs starting their e-commerce journey in Russia and CIS.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat6 records

Key risks5 records

Key highlights6 records

Customer concentration

• YouTubeyoutube.com/@retailcrm
• Facebookfacebook.com/timeline
• LinkedInlinkedin.com/company/retailcrm

Compliance3 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles4 records

Funding overview

Funding rounds1 record

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about RetailCRM