How RozetkaPay Automated Approvals Across 4 Departments with NetHunt CRM

The Challenge

RozetkaPay began facing process management challenges when their client base reached 300. Before this, the team had been using spreadsheets and a custom solution for tracking applications, but without automation, scalability became limited. Tracking statuses, passing information between departments, and monitoring deadlines began taking up too much time.

We realized early on that we’d face process problems if we didn’t make a change. At the 300-client mark, it became clear that we couldn’t continue this way, so we started looking for a solution that would work quickly and easily for the entire team.

Oleksii MyropolskiiCommercial Director at RozetkaPay

RozetkaPay was looking for a CRM system that would:

Make communication between departments simpler and more efficient.
Help ensure requests were processed on time.
Send automatic reminders to managers.
Provide clear control over all stages of work and quick response to changes.
Automatically route applications between departments from submission to approval.

Additionally, the team was preparing for the ambitious goal of onboarding their first 10,000 clients. They needed a system that would not only support scaling but also allow for a fast start with minimal time and resource investment.

Solution

In 2022, RozetkaPay chose NetHunt CRM as their primary platform for automating merchant management. The system was implemented in just one month.

NetHunt CRM became the central hub for managing merchant applications who wish to connect to the payment service. Each application follows a clearly defined process, moving sequentially through four departments: Commercial, Financial, Operations, and Support. In NetHunt CRM, each application is represented by a single customer record that "travels" between departments, and the team can see the full history of interactions in one place.

We chose NetHunt CRM because it was the easiest option to integrate with our existing systems. Google Workspace is our native environment, and NetHunt CRM fit perfectly into our ecosystem.

Oleksii MyropolskiiCommercial Director at RozetkaPay

Next, let's explore how NetHunt CRM helps each department efficiently close their part of the process and move the application forward without delays.

Commercial Department

The main task of the team is to verify documents, gather all necessary information, and prepare the application for further processing.

To ensure convenience and speed, NetHunt CRM has custom fields set up to display the application status and indicate which documents have already been received and which are still pending. Additionally, automated email sequences are triggered — for example, when a specific document is missing. These emails are sent automatically to merchants, helping quickly gather all the required information to move the application forward.

Throughout the entire process, this team serves as the single point of contact for the merchant, assisting them at every stage.

The integration of NetHunt CRM with Gmail and UniTalk telephony plays a significant role: all communication is automatically saved in the application card. This allows for convenient call recordings listening, viewing email threads, and having a full history of interactions in one interface — without extra effort or risk of losing information.

Financial Monitoring

For the financial monitoring team, it is crucial to have full access to the documents and the entire communication history with the merchant in one place. NetHunt CRM provides specialists with the full context of the application, allowing for a fast and thorough review.

If the verification is successful, the application's status is automatically updated in the CRM, and it is passed to the operations department. If any issues are found or information is missing, NetHunt CRM returns the application to the commercial manager with a clear note on the necessary revisions — without extra notifications or manual coordination.

Operations Department

At this stage, the team works with the signed contract and enters all financial terms and cooperation parameters into the RozetkaPay system. Thanks to NetHunt CRM, the application is passed to the operations department without any data loss or the need for additional communication. All client information, agreed terms, and previous onboarding stages are already collected in a single CRM card. The team can immediately see what they’re working with and doesn’t waste time clarifying information.

This enables them to quickly set up business processes for each merchant and ensure readiness for payment acceptance.

Support Department

NetHunt CRM helps the support team quickly complete the merchant activation process. With the help of automatic filters, the CRM ensures that all data from previous stages is fully and correctly filled out.

Once the verification is complete, the application receives the status "activated," and the merchant can start accepting payments.

Additionally, for any future inquiries from merchants, the support team can easily and quickly locate the merchant and understand where they are operating and when they are connected.

The Result

NetHunt CRM provided complete control over the process and transparency at every stage of the application’s progress. The RozetkaPay team can see all the important information in one place — the client record displays the current status, the history of all stages, communications, and more. This enables them to make quick decisions, respond to delays in a timely manner, and maintain a high level of service for merchants.

1 hour

Average application processing time between the 4 departments in an ideal scenario

80 %

Successful application closures each month, which wouldn’t be possible without CRM

Improved

Interdepartmental collaboration through automation

We frequently rely on NetHunt CRM to get data for analysis and decision-making. Without the CRM, we simply couldn’t control this process and scale so quickly.

Oleksii MyropolskiiCommercial Director at RozetkaPay

How RozetkaPay Automated Approvals Across 4 Departments with NetHunt CRM

The Challenge