Bitrix24 has become the leader of the CRM market in Kazakhstan with a share of 40.4%

A comprehensive analysis of the IT landscape, which included a quantitative survey of 1,363 companies across all regions of the country and 45 in-depth interviews with top management, confirms that Bitrix24 has become the key tool for digitalization among Kazakhstani enterprises transforming their internal processes and operational activities.

How the automation pie was distributed in the Republic of Kazakhstan in 2026

According to the research results, Bitrix24 leads the segment of automation systems in Kazakhstan with a share of 40.4%. Over the past five years, the platform's presence indicator has grown by a third — in 2021 it accounted for 30% of the share of all users, which corresponds to 6% of the total number of respondents.

The rest of the market was distributed among alternative development formats and specialized software:

— industry niche solutions: 16.4%
— in-house development: 12.8%
— AmoCRM: 12.7%
— foreign platforms such as SAP, Zoho, Salesforce, Creatio, HubSpot: 16.1% in total.

Key markers: who and how forms demand

Over the past five years, the overall awareness of Kazakhstani businesses about the capabilities of CRM systems has doubled — from 41% to 80%. Understanding the goals and tasks of automation has become a basic competency for enterprise managers.

The actual implementation of software into operational activities has also doubled: if in 2021 only one in five businesses used CRM, reaching 20%, then in 2026 this indicator reached 43%. At the same time, systems are deeply integrated into daily processes: 71.4% of users work in CRM daily, and only 17.3% access the program once a month.

BISAM data shows that the main consumers of CRM solutions in the country are three economic sectors, which together account for 55.8% of the entire sample:

— retail trade — 21.3% against the background of high competition in retail and marketplaces
— services sector — 18.0%
— manufacturing — 16.5%.

Efficiency statistics and business technology priorities

The implementation of automation systems directly affects commercial performance: 58.4% of Kazakhstani companies recorded an increase in sales volumes after integrating CRM tools, 25.7% of indicators remained at the same level, and only 1.5% reported a decrease.

At the same time, an analysis of the demand for additional modules revealed the key trio of basic market requests. The absolute priority #1 is sales analytics — 84.6% of respondents consider this function important, demonstrating unanimity across all business segments from micro to large enterprises, with a response spread of only 6%.

In second place is communication and FinTech integration: 78.8% of companies consider connecting messengers a necessity, and integration with payment systems — 75.9%.

The third key trend has been the growing significance of artificial intelligence, with a combined importance of 65% to 72%.

In terms of AI solutions, the greatest interest is shown in communication automation tools: 75.6% — robots and autoresponders, 71.6% — AI call transcription, 65.7% — AI assistants and agents, 64.9% — intelligent chatbots.

Bitrix24 indicators according to these metrics fully correspond to general market trends.

Paradigm shift: transition to universal IT platforms

The research reflects a change in approaches to automation: instead of assembling IT infrastructure from disparate niche programs, entrepreneurs increasingly choose universal platforms. The model in which a company purchases separate software for mailings, an isolated task manager, and a CRM system is giving way to a single contour. Functionality that unifies sales, analytics, communications, and internal services within a single subscription is becoming in demand. This market trend coincides with the strengthening of Bitrix24's positions, which was initially developed as a comprehensive corporate portal.

Sarmantai Kasenov, Director of Bitrix24 in Kazakhstan and Central Asia
This is an official recognition by the market of the unconditional leadership of Bitrix24CRM in Kazakhstan. The fact that the company's share exceeded 40%, and the gap from the nearest automation systems became more than threefold, confirms the reliability of our platform and the correctness of the chosen strategy.

The research results show that the universal model of an IT platform today is the answer to market challenges. Kazakhstani business is actively transforming, and the key task for the IT industry now is to ensure companies a transparent, predictable, and methodologically correct transition to digital management standards.