Russian Platform Powers Customer Operations at Belarusian Banking Giant
Belarusbank, the largest systemically important bank in Belarus, has moved its customer engagement processes to a CRM system built on BPMSoft, a Russian low-code platform. The bank, which operates 926 branches nationwide, has gained omnichannel communication tools integrated with payment services.
The CRM system meets all of the bank's requirements, including strict information security standards. That was confirmed during testing involving more than 2,500 simultaneous users. The software has now entered full production operation.
A New Level of Customer Service
The new CRM system helped Belarusbank automate customer service operations, improve marketing effectiveness, and increase sales.
"This marks an important milestone in the development of our customer platform. We have built a foundation that will allow us to steadily expand customer engagement capabilities for bank employees," said Yulia Nasevich, Executive Director of ASB Belarusbank.
The platform already brings together AI analytics, email marketing, dynamic segmentation tools, trigger-based communications, and remote banking services within a single environment. For both retail and corporate customers, that has translated into more personalized service and faster application processing.
Competitive Advantages
Banks across Belarus, Kazakhstan, Armenia, and Uzbekistan need CRM solutions that can be localized for national regulatory requirements and local language environments. The additional integration options built by Russian developers - including AI agents, online banking systems, and communication channels - provide further competitive advantages. The same is true of low-code capabilities embedded within the IT infrastructure, allowing organizations to reconfigure workflows quickly and adapt faster to changing business requirements. Combined, this architecture and broad toolset position BPMSoft as an attractive platform for omnichannel service, cross-selling, and the automation of a wide range of business processes.
No Limit to Improvement
BPMSoft was developed by BPMSoft, part of the LANSOFT IT holding, well before 2022, when Western software vendors began leaving the Russian market. In 2024, the platform was added to Russia's software registry and included among recommended solutions for critical information infrastructure. By then, both large and midsize companies had already begun deploying it. One example is Tekhnologii Doveriya (Trust Technologies), or TeDo, which used the platform to automate sales, marketing, and customer database management. Today, more than 500 companies run business processes on BPMSoft.
In February 2026, BPMSoft released version 1.9. The low-code platform now includes machine learning tools, predictive analytics, capabilities for building customized AI agents, a business process heat map, and a range of other features. That growing collection of technologies is attracting interest not only inside Russia but increasingly abroad as well.
From Import Substitution to an Export Strategy
The deployment of a CRM system based on the BPMSoft low-code platform at Belarusbank provides another example of the competitiveness of Russian CRM and BPM solutions in complex, highly regulated environments where reliability and security are critical requirements.
Russia is likely to strengthen its position as a supplier of software and digital infrastructure across the CIS region, where replacing Western systems and localizing data remain priorities, particularly in banking, insurance, telecommunications, and the public sector.
