RetailCRM
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.
- Company typePrivate
- Founded2013
- HeadquartersMoscow, Russia
- Headcount51–100
- GTM typeB2B
- OfferingSoftware
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.
RetailCRM firmographics
Firmographics- 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
RetailCRM industry classification
Industry- 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
Where RetailCRM is headquartered
LocationHeadquarters
- HQ city
- Moscow
- HQ country
- Russia
- HQ region
- Europe
Offices1 record
Markets served
RetailCRM business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Technology or R&D, Personnel, Infrastructure, Marketing or Sales, Operations
Revenue model
- 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.
- Free Tier: Free tier with 1 user and 300 orders per month for basic usage and trial
- Enterprise Licensing: Box/enterprise version for high-load projects with dedicated support and complex implementation
- Marketing Services - Performance-based: Omnichannel mailing services with 5% commission on orders received from campaigns
- Partner Integration Services: Revenue from partner implementation and integration services through certified partner network
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Freemium | Monthly | Free tier for basic users |
| Subscription | Monthly | Professional tier for growing businesses |
| Subscription | Multi-year contract | Enterprise tier for high-load projects |
| Transaction based/ take rate | Pay-as-you-go | Marketing services with performance-based pricing |
Go-to-market motion4 records
Distribution channels5 records
Marketing channels9 records
RetailCRM product offering
Product offeringCore 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
Companies that use RetailCRM
Customer profileNamed customers15 records
Segments7 records
Ideal customer profiles4 records
RetailCRM technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- Yes
- API docs
- API detail
Core technology
AI maturity
App detail
Integration46 records
AI capability7 records
Feature1 record
RetailCRM partnerships and signals
Strategic signalPartnerships
19 partnerships are on record, tiered core, major and supporting.
- Intaro (Интаро)coreLeading implementation partner that deployed RetailCRM Enterprise for major clients including Holodilnik.ru. Specializes in high-load e-commerce projects and complex integrations.
- Yandex CloudcorePrimary cloud infrastructure provider for data centers with Tier III standards, ensuring high availability and data residency in Russia.
- SelectelcoreSecondary cloud infrastructure provider for data centers with Tier III standards, complementing Yandex Cloud.
- OzonmajorMarketplace integration allowing order synchronization, price/inventory management, and order status tracking.
- WildberriesmajorMarketplace integration for receiving orders, synchronizing prices and inventory, tracking order statuses and payments.
- Yandex MarketmajorMarketplace integration with up to 10,000 bonus credits for new sellers for promotional boost.
- 1C-BitrixmajorCMS platform integration for online store management and synchronization.
- YooKassamajorPayment gateway integration for accepting card payments, cash, and electronic money with 2.5% card rate.
- T-BankmajorPayment acquiring integration with 0 RUB monthly fee and 0.4% commission, individual terms for high volume.
- CDEKmajorDelivery service integration for automatic delivery cost/time calculation, document printing, status tracking.
- Yandex DeliverymajorMulti-account delivery integration managed from single RetailCRM dashboard.
- Moy Sklad (МойСклад)majorWarehouse management system integration for offline operations, working alongside online via RetailCRM.
- 1CmajorERP system integration for inventory, accounting, and order management synchronization.
- AvitomajorClassified platform integration for business promotion and customer acquisition, with up to 7,000 bonus credits for new clients.
- MAX MessengermajorDomestic Russian messenger platform integration for customer communications, available free until end of year.
- VK (VKontakte)majorSocial network integration for messaging and customer communications via VK messages.
- TelegrammajorMessenger integration for customer communications and WhatsApp Business API equivalent messaging.
- UIS (UIScom)supportingVirtual PBX telephony integration enabling click-to-call directly from RetailCRM.
- Erbauer CorpsupportingConsulting agency and integration partner in Kazakhstan that audited and automated Estilo's sales processes.
Scale indicators8 records
Recent moves6 records
Expansion highlights7 records
RetailCRM competitors and assessment
Company assessmentDirect 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
RetailCRM social profiles
Digital presenceRetailCRM compliance and trust
Trust signalCompliance3 records
RetailCRM financial estimates
Financial estimateRevenue estimate
Valuation estimate
RetailCRM leadership team
Management profileNumber of profiles
Profiles4 records
RetailCRM funding detail
Funding detailFunding overview
Funding rounds1 record
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
RetailCRM M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about RetailCRM
What does RetailCRM do?
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.
Is RetailCRM a public or private company?
RetailCRM is a private company. It is classified as founder individual operated bootstrapped and is currently operating.
When was RetailCRM founded?
RetailCRM was founded in 2013. It employs 51 to 100 people.
Where is RetailCRM based?
RetailCRM is headquartered in Moscow, Russia, in the Europe region.
How does RetailCRM make money?
Five revenue lines are on record. SaaS Subscription - Professional Tier is the primary driver. The others are free Tier, enterprise Licensing, marketing Services - Performance-based and partner Integration Services.
Who are RetailCRM's main competitors?
Direct peers on record are amoCRM, Bitrix24, Mindbox and Klaviyo. Broad incumbents are 1C:Enterprise (1C CRM), Salesforce Commerce Cloud / Salesforce CRM and HubSpot. Emerging players are Yotpo and Segment (Twilio). Insales is listed as a regional player.
Does RetailCRM have an API?
Yes. RetailCRM provides a public REST API for integrating custom services and creating extensions. The API supports work with clients, orders, deliveries, payments, loyalty programs, warehouse systems, telephony, and bot integrations. It also includes Bot API for chat integration and Transport API for messenger integration. A JavaScript API (Consultant & Tracker JS API) is available for website widget and event tracker management, supporting events such as page_view, click, cart, order, register, login, consult, open_cart, contact, subscription, form_start, form_submit, file_download, and favorite_product. Developer documentation is at docs.retailcrm.ru/Developers/API.
What industry is RetailCRM in?
RetailCRM's product category is Retail CRM and E-commerce Automation Software. Its primary akta.pro industry code is HDAEAFAE, E-commerce & Retail CRM (Customer Data, Loyalty & Personalization), with a secondary code of HDAEAEAD, Retail ERP (Merchandising, POS Back Office).