The Real Reasons I Don’t Recommend Bitrix 24 (Beyond Its Russian CRM)

Artsiom Baranouski
Venture
Published in
5 min readSep 24, 2024

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In recent years, Bitrix24 has gained significant attention as a budget-friendly CRM solution, particularly in Russia, where it holds a large market share. Globally, over 10 million users rely on the platform, attracted by its promise of an all-in-one tool for project management, CRM, and video communication.

This CRM tool is often chosen by smaller companies, including in Poland, and some SEO agencies even joke that they use it out of necessity. While the system offers a variety of features, such as CRM, project management, and team communication, users are increasingly pointing out its flaws.

Even Russian companies often criticize the system. The real issue lies in duplication, the limited capabilities of free modules, and hidden costs related to purchasing additional integrations through the marketplace.

For example, in Poland, InnoBaltica, the company managing the FALA system, used Bitrix24. However, in Ukraine, this software has been subject to sanctions, and as of June 2023, it is no longer available to Ukrainian users. Although Bitrix has a branch in Cyprus, its connection to Russia raises concerns, especially when sensitive user data might be involved.

But let’s be honest, the problem isn’t just “real politics”. Despite its popularity, increasing numbers of users are raising concerns about the platform’s hidden costs, complicated processes, and BI integrations, causing businesses to rethink their CRM solutions.

Real CRM Goal

Advantages and Disadvantages of Bitrix24

Pros:

  • Improved Reporting: Over the years, Bitrix24 has significantly improved its reporting features, making it easier to track projects and sales outcomes in greater detail.
  • One of Bitrix24’s strongest points is that it provides a comprehensive, no-code platform, making it an excellent option for startups. With integrated tools for building websites, customer attribution models, and even cold-calling capabilities, it’s a great start for new businesses.
  • Still one of the best mobile apps and cold calling system.

Cons:

  • Limited Free Modules: Although Bitrix24 offers a free plan, its features are heavily restricted, making it difficult for companies to grow over the long term.
  • Lead Duplication and Fragmentation: Many users report issues with managing leads, often requiring manual data entry and customization tweaks to make the system work efficiently.
  • Real headache with Bitrix24 is the fragmented functionality, the way it duplicates processes unnecessarily, and the hidden fees for crucial integrations that make the seemingly low user cost soar.

The Hidden Costs of Bitrix24

Duplicate Systems and Integration Issues

While Bitrix24 offers a low price per user, the actual costs increase significantly when you start using the additional apps and integrations from the marketplace. Basic features, such as CRM, project management, and communication, are scattered across different parts of the system, leading to work fragmentation. These issues often result in slow system performance and the need to purchase extra integrations, driving up costs.

Source: Choosing a CRM? Bitrix24? : r/sales (reddit.com)

As one Reddit user said:

“Bitrix24 is a good starting solution for a small team, but after two years, we switched to Dynamics365 due to the system’s limitations and project management difficulties.

Hidden Costs in the Marketplace

The per-user price might look appealing, but to fully utilize Bitrix24, you’ll need to invest in additional apps from their marketplace. This makes a system that initially seems cheap become quite expensive very quickly.

Another Reddit user shared their experience with the self-hosted version:

“I’m a paying customer of self-hosted Bitrix24, and I’ve been unable to connect to Office365 for over a week now. Their support isn’t helping at all.

Alternatives to Bitrix24 (Hint: There’s Still Russian Software Out There)

If you’re considering alternatives, Pipedrive and HubSpot are two top contenders. They both offer clear pricing models and user-friendly interfaces that address many of Bitrix24’s shortcomings.

Pipedrive, for instance, is praised for its simplicity and ease of use, while HubSpot offers a wide range of features even in its free version

One Reddit user shared:

“We use Pipedrive. I’ll test Bitrix24, but for now, Pipedrive is cheaper and better suited for our needs.

HubSpot

HubSpot is known for its ease of use and robust integrations, though it is pricier than Bitrix24. However, it’s free plan offers essential CRM features without branding or additional costs creeping in from third-party apps.

Kommo (Formerly AmoCRM)

A favorite among small and medium enterprises, Kommo (formerly AmoCRM) offers an intuitive interface and straightforward pricing. Kommo’s ease of use allows teams to focus on sales and communication without the distractions of excessive setup or hidden costs.

Well, it’s still Russian software but gets a better rep for small and medium businesses (SMBs). While you’ll still be dealing with a Russian-origin CRM, at least the interface is less frustrating, and many find it more intuitive. Plus, for those who love shiny tools, Kommo’s design is modern, and it caters well to SMBs looking for a simple, effective solution.

Planfix

For businesses with complex project management needs, Planfix is an ideal CRM and task-management solution. It offers clear automation and better flexibility than Bitrix24, all without the heavy integration costs.

Final Thoughts: Why Bitrix24 Might Still Not Be Worth It

Bitrix24 could not be a suitable option for startups, non-profits or companies looking for an all-in-one, no-code platform to handle everything from websites and analytics to CRM and cold calling.

To tell the truth, if your business plans to scale in the long run, you may want to consider other solutions like Pipedrive, HubSpot, or even PlanFix CRM for a smoother and more cost-effective experience. If your business is based in Poland here is translated version of this article.

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Written by Artsiom Baranouski

Discussing the unique challenges and opportunities that B2B marketers face in the AI age. Subscribe to get insights weekly! About me: linkedin.com/in/aranovski

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