Kommo CRM — Global FAQ
Deep, problem‑oriented answers that help you choose the right next step. For detailed scopes, visit our service pages.
Implementation
Quick setups mirror the CRM UI, not your sales process: no stage exit criteria, unclear ownership, missing next-best actions, and zero source reconciliation. We rebuild around business events, define stage rules, and tie automations to measurable triggers. See Implementation.
Start with 1–2 revenue pipelines. Split only when buyer journeys are fundamentally different. Prefer tags/segments for departments or product lines. More pipelines increase friction, fragment analytics, and lower adoption.
SLA timers for first response, context-aware task templates, duplicate prevention, channel attribution, stuck-deal alerts. These eliminate leakage and create immediate velocity.
Optimization & Audit
Audit maps pain to friction: cognitive load in forms, unclear stage criteria, no QA for lost leads, misaligned incentives. We deliver a prioritized plan with quick wins, stage guards, and coaching scripts tied to KPIs.
Auto‑tasks lack context; stages allow skipping; too many manual fields; channels not normalized; no cohort dashboards. Fixes: guardrails on transitions, context tasks, channel normalization, cohort tracking.
First response time, stage aging, touch cadence, conversion by source/manager, auto-task completion, stuck deals, duplicate rate. MQL counts alone don’t drive outcomes.
Integrations (Make.com)
Choose Make for speed, iteration, and TCO when APIs are stable and volumes moderate. Custom code for sub‑minute latency, very high throughput, or strict on‑prem. Hybrid patterns are common. See Integrations.
Contract-first mappers, correlation IDs, dead‑letter queues, structured error notifications in Kommo/Slack, and a runbook per scenario with basic observability (success/fail, latency).
Normalize identifiers (phone/email), hashing, “recently seen” windows, soft‑merge queues. In Kommo, block stage moves on unresolved duplicates and create merge tasks with ownership.
Use queues/buffers, backoff with jitter, pagination cursors, and idempotency keys. Split scenarios by priority, and add catch‑up jobs for bursts. Monitor error 429/5xx rates to auto‑scale workers.
Apply at‑least‑once with idempotency checks: store last processed IDs, use dedupe windows, and include signature verification. Retries: exponential backoff with max attempts and dead‑letter queue.
Data Migration
Custom field mismatches, stage history loss, attachment limits, and role mapping. We do field inventory, sandbox pilot, counts reconciliation, and delta sync before cutover. See Migration.
Yes. Dedup and normalize phones/emails, archive dead entities. Clean data increases adoption and trust in analytics from day one.
Run pilot on a subset to test storage limits and rate. Use streaming uploads where possible and preserve links when API blocks binaries. For history, migrate key events and keep raw exports for audit.
Prepare a role matrix, reconcile inactive users, and map to Kommo roles with least privilege. Validate visibility by sampling real deals pre‑go‑live; adjust before cutover.
Analytics & Reporting
Missing source attribution, inconsistent stage criteria, manual fields with low fill rates. Fix at the source: enforce stage rules, compute fields where possible, and reconcile attribution.
Normalize sources (UTM taxonomy), log first and last touch, and prefer “first touch for acquisition, last touch for campaign performance”. Where possible, send server‑side events and deduplicate by IDs to avoid double counting.
Track first response, stage aging, and conversion by cohort; review activity quality, not raw counts. Avoid vanity KPIs (call minutes). Use weighted pipeline hygiene and QA of lost reasons.
Security & Access
Least-privilege roles, field-level protection for sensitive attributes, audit logs, separate ops roles for integrations, and temporary elevation via change windows. NDA on request.
Use least‑privilege technical accounts, time‑boxed access, audit trails, and separate integration roles. Rotate credentials after project milestone and keep changes within scheduled windows.
Store secrets in secure vaults, rotate regularly, avoid embedding in public assets, restrict IP/rate if possible, and log signature validation results. Treat Make scenario tokens as production credentials.
Training & Adoption
Role-based playbooks, live funnel reviews, deal QA sessions, and weekly ops cadence. Training is tied to KPIs: first response, stage aging, conversion lift.
Remove non‑essential fields, use defaults and computed values, apply progressive profiling, and validate at stage transitions rather than at creation only.
Run weekly funnel reviews, nominate champions, keep a simple change log, and align incentives with CRM hygiene. Small iterative improvements beat big “rebuilt” every quarter.
Pricing, ROI & Contracts
Use baseline cohorts, measure lift after changes, and tie time savings to real salary bands. Cross‑validate against win‑rate and lead quality; avoid double counting channel bonuses.
Fixed price fits well‑defined scopes (implementation packs). T&M suits discovery and iterative optimization. Many clients combine: fixed pilot + T&M for follow‑ups.
Channel subscriptions (telephony/messengers), integration platform usage, domain/email infrastructure, and team training time. Budget for change management to secure ROI.
Support & SLA
Support = reactive incident handling for Kommo and our integrations (triage, fix, post‑mortem). Ongoing administration (pipeline redesign, new automations) is scoped separately or via sprint packs. See Support.