A CRM for flower shops: every order with an address, card and photo, and every customer with the dates of repeat occasions.
In the flower business a mistake in an order is seen immediately — by the recipient. We set up amoCRM or Bitrix24 so that an order from any channel becomes a card with an address, interval, card text and courier status, and client dates work for repeat sales.
A flower shop takes orders from five places: Instagram Direct, WhatsApp, phone, the website and aggregators. Without a CRM that means five conversations from which the florist manually pieces together the address, time and card text. On a peak day orders get lost and recipients mixed up — and the negative review is written by someone who wasn’t even the customer.
A CRM brings all channels into one pipeline: new order, paid, being assembled, photo sent, with courier, delivered. At each stage the customer receives automatic WhatsApp messages; at assembly, a bouquet photo for approval.
The second half is repeat sales. The customer card stores recipients and occasions: wife’s birthday, anniversary, mother’s birthday. Three days before the date the CRM creates a task for the manager or sends a message with last year’s bouquet itself. Corporate clients get their own pipeline with a delivery schedule, invoices and contracts.
What we set up in a flower shop CRM.
Instagram, WhatsApp Business API, the website, telephony, aggregator orders — tagged by source and without duplicates.
Customer and recipient, address, interval, card text, anonymity, bouquet composition, amount and Kaspi payment status.
The florist attaches a photo of the assembled bouquet, the CRM sends it to the customer in WhatsApp and waits for approval or changes.
Deliveries distributed by interval and district, tasks for couriers, «on the way» and «delivered» marks with a photo, customer notifications.
Occasions and recipients in the customer card, a reminder 3 days ahead with the past order, separate campaigns before 14 February and 8 March.
Subscriptions for office and restaurant decor, delivery schedules, invoices and acts, order history by company.
Order caps per interval, an assembly queue for florists, a signal to ads to stop campaigns when slots are full.
Revenue by channel and occasion, average order value, share of repeat customers, late deliveries, ad performance through to payment.
Pipelines and stages we set up.
- Retail orders: new, awaiting payment, paid, assembling, photo approved, with courier, delivered
- Holiday pre-orders with interval booking
- Corporate clients: negotiation, contract, subscription, regular deliveries
- Repeat occasions: reminder, offer, order
- Reviews: request after delivery, reply to negative feedback
- Orders from aggregators and marketplaces
- Directory of recipients and occasions
- Daily tasks for florists and couriers
- Dashboard: revenue, channels, repeat orders
Why client dates matter more than new ads.
A new order in flower delivery, in our experience and according to market data, costs a shop from several thousand tenge in ads, and several times more in the days before 8 March. A repeat order from a date reminder is almost free: the customer already knows and trusts the shop.
Dates are collected without questionnaires: the occasion is specified in the order itself («birthday», «anniversary»), the CRM saves it with the recipient and sets a reminder for a year later. All it takes is for the manager to pick the occasion from a list at checkout.
The message goes out 3 days ahead in WhatsApp: «Last year you gave Aigerim this bouquet — repeat it or choose a new one?» with a payment button. This works better than a discount and doesn’t annoy, because it reminds the customer of something important to them.
amoCRM, Bitrix24 or an industry program.
amoCRM is convenient when most orders come from messengers: a pipeline from chats, quick replies, WhatsApp and Instagram in one window. Bitrix24 fits when you need inventory, invoices for corporate clients and tasks for a large team.
If you already work in an industry program for flower shops (for example, Posiflora), we don’t force a migration: we connect it to the website, WhatsApp and ad analytics so there aren’t two customer databases.
A custom CRM on Next.js and PostgreSQL makes sense for chains and delivery services with their own logistics: courier routing, several warehouses, a customer app. It costs from ₸1,500,000 and takes from 6 weeks.
What affects the implementation price.
Basic amoCRM or Bitrix24 implementation for one shop — pipelines, channels, order card, date reminders and training — costs ₸350,000–₸600,000, 2–3 weeks. With integration of the website, Kaspi, telephony, inventory and couriers — ₸600,000–₸1,000,000, 4–6 weeks. A custom CRM for a chain with logistics — from ₸1,500,000.
The price goes up with: the number of channels and locations, a corporate pipeline with documents, a courier app or account, migrating the old customer base from chats and spreadsheets. Base terms are on the CRM and automation page.
The short version.
How much does a CRM for a flower shop cost?
Basic implementation costs ₸350,000–₸600,000, with website, Kaspi, inventory and courier integrations ₸600,000–₸1,000,000, a custom system for a chain from ₸1,500,000. The amoCRM or Bitrix24 licence is paid separately at the service’s rates.
Florists won’t use a CRM — their hands are busy.
They don’t need much: a phone with the day’s assembly queue, an «assembled» button and photo upload. Everything else — customer messages, courier tasks, status — the CRM does itself.
Can orders from aggregators be pulled in?
If the platform has an API or order notifications — yes, automatically. If not, the manager enters the order in one click so it joins the shared assembly queue and accounting.
How does a CRM help on 8 March?
Pre-orders with interval booking, a cap on orders per slot, an assembly queue and distribution across couriers. Ads get a signal to stop when slots run out, so you don’t accept orders you can’t deliver.
How long does implementation take?
Basic — 2–3 weeks, with integrations — 4–6 weeks. Before a peak holiday it’s best to finish implementation at least a month ahead so the team gets used to it.
Same service for other industries
Losing orders in chats? Describe how you work now — we’ll propose a pipeline layout.
Tell us where orders come from, how many florists and couriers you have and what software you use for accounting. We’ll reply with a pipeline layout and estimate within 1–2 business days.