In modern conditions of digitalization, each company seeks to optimize the management of activities based on modern IT. With an increase in the number of trading companies, the more becomes acute problem of attracting and retaining customers. In order to improve the efficiency activity of the company, the leadership needs to optimize the business processes of interaction with customers. The purpose of this work is to study the company's activities for the development and implementation of software, analyze the business process of interaction with clients for its automation based on CRMBitrix24. The description of the investigated business process in the notations «as is» and «to be» showed that the automation of interaction with the company's customers has a number of advantages. In this regard, in the future, it is necessary to develop a Bitrix24 implementation project, a risk management plan and assessment of the economic efficiency of the project.