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CX Platform Support
IT NET Solution

CX Platform Support

Your CRM and marketing tools should deliver results — not just sit there.

Having a CRM or marketing automation platform isn't the hard part. Getting it to actually work the way your business operates — that's where most companies struggle. We implement, configure, and continuously optimize CRM, marketing automation, and helpdesk platforms so your customer experience actually delivers.

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Does this sound familiar?


We bought a CRM two years ago. Half the team still uses spreadsheets because the CRM was never set up the way we actually work.


Our marketing automation is 'configured' but we have no idea if our campaigns are actually working. The reports don't tell us anything useful.


Every time a customer contacts support, the agent has no context — they have to ask questions the customer already answered three times


We paid a consultant to implement our CRM. They delivered, signed off, and left. Now we can't change anything without calling them back at €200/hour

What we actually do

CRM & marketing platform implementation 

We implement CRM systems, marketing automation platforms, and helpdesk tools from scratch — or take over and fix broken existing setups. Every configuration is based on how your business actually operates, not how the vendor's demo looked. We map your sales process, customer journey, and support workflows before touching a single setting.

CRM & marketing platform implementation 

Platform implementation is not a one-time event — it's the start. We offer ongoing managed support: monthly optimization hours, new feature rollouts, user training, troubleshooting, and platform health checks. Think of us as your CX platform team — without the headcount.

CX platform audit & optimization 

Already on a platform but not getting results? We conduct a deep-dive audit: how the platform is configured, what's being used, what's broken, and what's being missed. You get a prioritized improvement roadmap with clear business impact estimates for each item.

Full CX stack build-out 

For companies building or rebuilding their entire customer-facing technology stack. We handle platform selection, implementation, integration with your back-office systems via Sapier, team training, and ongoing operations. One partner, end to end.

Platforms we work with​

We work with the platforms our clients use — not the ones we prefer to sell. If you're already on a platform, we optimize it. If you're choosing, we help you decide based on your actual needs.

Salesforce

CRM implementation, configuration & ongoing optimization

SAP

Enterprise ERP & business operations support

Emarsys

Marketing automation, campaign management, CDP integration

Customer Support

Helpdesk setup, ticket workflows, SLA configuration

Workflow Automation

Business process automation, cross-platform and no-code workflows

Data Analytics

Custom dashboards, business intelligence reporting, data visualization

How we work with you

Every engagement is different. Here are the most common models — we'll recommend the right fit after a free consultation.

ModelWhat's includedBest for
Implementation project
Platform setup, configuration, data migration, user training, go-live supportTeams buying a new CRM or marketing tool and need it done right the first time
Ongoing managed support
Monthly hours for optimization, new features, troubleshooting, user support & trainingTeams already on a platform who want a reliable expert on call without hiring full-time
Audit & optimization
Deep-dive review of current setup, gap analysis, prioritized improvement roadmapTeams who suspect their platform isn't being used to its full potential
Full CX stack build-out
End-to-end: platform selection, implementation, Sapier integration, training, ongoing opsCompanies building their CX tech stack from scratch or replacing legacy systems

How we're different from a typical CX agency

Most CX consultants implement one platform and move on. We're not consultants — we're operators. We stay, optimize, and make sure the platform actually delivers for your business.

Typical CX agency / consultantIT NET Solution
Platform scope
Usually single-platform
Multi-platform (Salesforce, SAP, Emarsys + more)
Infrastructure layer
Not included
Included — cloud infra if needed
System integration
Referred out
In-house via Sapier middleware
After go-live
Project closes
Ongoing managed support available
Data flow ownership
Platform only
End-to-end: CRM → ERP → Marketing
Pricing model
Project-based, day rates
Project + optional monthly retainer

Real-world scenarios

CRM that actually gets used

Before

The company has Salesforce (or another CRM). Adoption is 40%. Sales reps log calls inconsistently. Forecasting is guesswork. Management can't trust the pipeline data.

After with Sapier

We audit the configuration, redesign workflows to match the actual sales process, rebuild dashboards, and run targeted training. Within 60 days: adoption up to 85%+, pipeline data reliable, management has real visibility.

Result
Sales cycle shortened, forecast accuracy up significantly, management reports stop being a Friday afternoon guessing game.

Marketing automation that converts

Before

Emarsys (or similar) is 'set up'. The team sends batch-and-blast emails. Unsubscribe rates are high. No personalization. No behavioral triggers. The platform cost is hard to justify.

After with Sapier

We redesign the automation architecture based on customer journey stages. Behavioral triggers replace batch sends. Connected to the webshop via Sapier, campaign data is real-time.

Result
Customer acquisition cost down 25–30%. Email engagement rates up. Marketing ROI is finally measurable.

Helpdesk that accelerates support

Before

Customer queries come in by email, phone, and chat — into three different inboxes. Agents have no context. Response times are slow. Customer satisfaction scores are declining.

After with Sapier

We implement a unified helpdesk, configure automated routing, set up SLA rules, and connect it to the CRM. Connected to Sapier for order/ERP data so agents see full customer history.

Result
First-response time down 60%. Agent handling time down. Escalations reduced significantly.

What our clients say

How we get started

1
Free CX platform review
(30–60 min)

We look at your current platform setup (or help you select one), understand your customer journey, and identify the biggest gaps between what the platform can do and what it's actually doing.

2
Proposal & roadmap
(1 week)

Based on the review, we propose a prioritized improvement plan or implementation approach — with realistic timelines and costs. No surprises, no scope creep.

3
Implementation or optimization
(2–8 weeks)

We execute the plan — configuration, data migration, integration, and training. You're involved throughout, not just at sign-off.

4
Go live + ongoing support
 

We support the go-live closely, then transition to ongoing managed support — or hand over fully with documentation if you prefer. Either way, we're available.

Frequently asked questions

Absolutely — that's actually the most common starting point. We audit your current setup, identify what's working and what isn't, and optimize from there. We   don't push replacements unless the platform genuinely can't do what you need.

Yes. We run platform selection workshops where we assess your needs, budget, team size, and integration requirements — then give you a recommendation       with our reasoning. We don't receive referral fees from vendors, so our advice is genuinely independent.

Through Sapier, our middleware platform. We handle the integration in-house — you don't need a separate integration vendor. This is one of the things that   makes our offering genuinely end-to-end.

A monthly retainer of agreed hours. We use these for: new feature configuration, user questions, troubleshooting, reporting improvements, and proactive health   checks. You have a named contact who knows your setup — not a helpdesk ticket queue.

No. We work with clients across the EU and beyond. Our primary markets are Hungary and the UK (we're registered as IT NET Solution LTD in England & Wales),    but we serve clients wherever the work can be done remotely

Ready to make your CX platform actually work? 

Let's start with a free review.

30–60 minutes. We'll look at your current setup, tell you where the biggest opportunities are, and give you an honest assessment of what it would take to get there with no commitment required.

Book your free CX platform review
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