case study
CRM Procurement
Digitalization Service
Digitalization Service
A digital service for managing and monitoring procurement for small and medium-sized businesses
CRM platform is designed for small and medium-sized businesses. It helps entrepreneurs manage customer relationships more effectively by offering easy-to-use tools for sales, communication, and analytics. The design of the platform focuses on simplicity, flexibility, and modern user experience, so business owners can save time and concentrate on growth instead of routine tasks.
Problem
Small business face multiple challenges when participating in tenders and procurement
Key obstacles entrepreneurs face in procurement:
❌ Difficult search and filtering of tenders, risk of missing relevant opportunities.
❌ Chaotic document flow — no central repository or template system.
❌ Manual repetitive work: filling out the same forms takes hours.
❌ High error probability → rejected applications.
❌ No support or guidance — entrepreneurs left alone with bureaucracy.
💡 Research showed that entrepreneurs spend most of their time not on bidding strategy, but on manual document preparation, with mistakes in paperwork being the main cause of losses.
❌ Difficult search and filtering of tenders, risk of missing relevant opportunities.
❌ Chaotic document flow — no central repository or template system.
❌ Manual repetitive work: filling out the same forms takes hours.
❌ High error probability → rejected applications.
❌ No support or guidance — entrepreneurs left alone with bureaucracy.
💡 Research showed that entrepreneurs spend most of their time not on bidding strategy, but on manual document preparation, with mistakes in paperwork being the main cause of losses.
Research
Identifying Bottlenecks
in SMB Procurement Processes
in SMB Procurement Processes
First, I conducted interviews and workshops with SMB owners and procurement specialists. Their input helped me validate the real challenges businesses face in managing tenders and procurement processes.
Second, I mapped the user journey. This revealed three critical stages: searching for tenders, preparing documents, and submitting applications. Each step came with distinct friction points that slowed down the process.
Finally, I performed a pain point analysis. The key issues I uncovered included heavy manual routines, duplicated work across teams, unclear communication between stakeholders, and a consistently high error rate in documentation.
Second, I mapped the user journey. This revealed three critical stages: searching for tenders, preparing documents, and submitting applications. Each step came with distinct friction points that slowed down the process.
Finally, I performed a pain point analysis. The key issues I uncovered included heavy manual routines, duplicated work across teams, unclear communication between stakeholders, and a consistently high error rate in documentation.
But the most vulnerable stage turned out to be contract search — entrepreneurs lacked a unified database of trusted partners
Product Hypothesis
If we combine tender search, notification management, document templates, and interactive support, then:
If we combine tender search, notification management, document templates, and interactive support, then:
- businesses will spend less time on tender participation,
- document errors will decrease,
- success rate and trust in the digital service will increase
Design Solutions & Impact
Task
Improve communication
Solution
Built-in chat with customers and consultants
Result
Faster communication, fewer mistakes due to miscommunication
UX Value
Higher trust and collaboration
Improve communication
Solution
Built-in chat with customers and consultants
Result
Faster communication, fewer mistakes due to miscommunication
UX Value
Higher trust and collaboration
Task
Faster tender access
Solution
“Procurement Plans / Notices” screen with filters and tags
Result
Relevant tenders found in minutes instead of long manual searches
UX Value
Time savings, confidence
Faster tender access
Solution
“Procurement Plans / Notices” screen with filters and tags
Result
Relevant tenders found in minutes instead of long manual searches
UX Value
Time savings, confidence
Task
Automate search
Solution
“Subscriptions” — saved filters & notifications
Result
Users automatically get new tenders
UX Value
Reduced stress, higher engagement
Automate search
Solution
“Subscriptions” — saved filters & notifications
Result
Users automatically get new tenders
UX Value
Reduced stress, higher engagement
Task
Reduce document errors
Solution
“Document Templates” (catalog, editor, matrix)
Result
Ready-made forms + online editing
UX Value
Faster preparation, standardization, fewer mistakes
Reduce document errors
Solution
“Document Templates” (catalog, editor, matrix)
Result
Ready-made forms + online editing
UX Value
Faster preparation, standardization, fewer mistakes
Task
Speed up product search
Solution
Products on the Shelf — catalog with filters and prices
Result
Faster negotiation and deal-making
UX Value
Market transparency, convenience, trust
Speed up product search
Solution
Products on the Shelf — catalog with filters and prices
Result
Faster negotiation and deal-making
UX Value
Market transparency, convenience, trust
Design Solutions & Impact Matrix
Task | Solution | Result | UX Value |
Improve communication | Built-in chat with customers and consultants | Faster communication, fewer mistakes due to miscommunication | Higher trust and collaboration |
Faster tender access | “Procurement Plans / Notices” screen with filters and tags | Relevant tenders found in minutes instead of long manual searches | Time savings, confidence |
Automate search | “Subscriptions” — saved filters & notifications | Users automatically get new tenders | Reduced stress, higher engagement |
Reduce document errors | “Document Templates” (catalog, editor, matrix) | Ready-made forms + online editing | Faster preparation, standardization, fewer mistakes |
Speed up product search | “Products on the Shelf” — catalog with filters and prices | Faster negotiation and deal-making | Market transparency, convenience, trust |
Results
- Audience GrowthThe platform scaled from 900,000 users in Aug 2024 to 1.3M users in May 2025 — a strong indicator of rising trust and adoption among SMBs.
- Efficiency GainsEntrepreneurs save time, reduce errors, and increase procurement efficiency, turning previously complex processes into streamlined workflows.
Сonclusion
The Procurement Digitalization Service became a single solution for SMBs that allows them to:
The Procurement Digitalization Service became a single solution for SMBs that allows them to:
- centrally manage procurement and documents,
- automate routine tasks,
- reduce error risks,
- strengthen trust in digital services.
Contact me:
kolbenkom@gmail.com
Poland
Warsaw
Warsaw
