Nova Post is confidently paving logistics routes across Europe. How did the SMART CRM platform support the development of key business processes?

Ukraine’s visibility as a global brand is rapidly increasing from Hollywood celebrities wearing Ukrainian designers to Ukrainians producing creative videos for international stars and winning Oscars for powerful storytelling. The country is even launching its own franchise to help digitize European nations, building on its own success in digital transformation. At the same time, high-quality Ukrainian service is setting new standards in global market competition.

Nova Post stands as a vivid example of how a national brand, through its customer-centric approach and premium service, has become a leader in express delivery in Ukraine – earning love mark status among customers – and is now successfully scaling across the European logistics landscape.

New Challenges of Nova Post’s Expansion and the Search for Technological Solutions

It’s been over two years since the strategic idea of Nova Post’s expansion into European markets first took shape – and today, the company has successfully established itself under the Nova Post brand in 16 European countries: Poland, Moldova, Lithuania, Czech Republic, Romania, Germany, Slovakia, Estonia, Latvia, Hungary, Italy, Spain, France, the United Kingdom, Austria, and the Netherlands. And as the company’s co-founders emphasized, this is just the beginning – a warm-up lap on the fast track to large-scale growth.

Nova Post was the first to enter the European market during the full-scale war, unlocking new horizons and opportunities for Ukrainian businesses. The company became a beacon for other entrepreneurs looking to expand into the EU. Today, in Warsaw, you can enjoy pastries from Lviv Croissants or seafood from Chornomorka. In Poland, Italy, Romania, and Hungary, it’s easy to order essential goods from Liki24, shop at Solmar, or sign up for a high-energy fitness class at Smartass in the heart of Sofia. And this is just a glimpse of the growing presence of Ukrainian companies abroad.

Nova Post opened its first branch in Poland in October 2022 – at a time when hundreds of thousands of Ukrainians were seeking refuge there due to the war. The company defined its core mission as being a reliable bridge between Ukrainians separated by distance. Its top priority was to provide thousands of citizens with a fast, convenient way to send parcels between Poland and Ukraine, helping people stay connected and care for one another from afar. Today, Nova Post operates 50 branches in 31 Polish cities, with two sorting terminals in Warsaw and Głogów Małopolski, and is soon launching a fulfillment center for business clients seeking end-to-end logistics services. The company also expanded its delivery network through a partnership with Polish logistics operator InPost, granting Nova Post customers access to 25,000 parcel lockers across Poland for quick and convenient shipping and receiving.

In Ukraine, Nova Post became known for its speed, reliability, and quality service – in both big cities and small towns. This success didn’t come easy. When entering the European market, the company aimed to uphold the same high standards it had set at home. That meant the business needed effective, innovative solutions to meet growing demand – and do it faster, under tougher conditions: war, market globalization, differing legal systems, and new consumer behaviors. Once these challenges were clearly defined, Nova Post turned to SMART business – a recognized expert in high-tech development – and that’s where our partnership began.

Thanks to the dedication of both teams, the following key priorities for Nova Post’s European operations were clearly outlined:

Creating a unified digital environment for sales managers to manage customer data and track interaction history

• Designing new business processes that preserve team efficiency across regions
• Equipping the company’s contact center with tools to automate inquiry processing

As a result, the demo prepared and presented by SMART business experts convinced Nova Post that the SMART CRM platform was the ideal solution to meet all these requirements.

Nova Post’s Collaboration with SMART business: Implementing CRM Solutions for B2B Sales and Customer Support

Nova Post entered the European logistics market with the modest budget of a startup – just $10 million. This approach required the team to think and act as they did in the company’s early days: creatively and flexibly:

We decided to approach our EU market entry as a startup. That meant designing all architectural solutions from scratch, as we had no prior experience or established workflows in Europe. For Nova Post, this was a brand-new challenge. SMART business caught our attention because they offered ready-made contact center and sales modules that required only minimal customization to fit our needs. This choice helped us address a large number of requirements with minimal resource investment. Plus, we made a firm decision that all solutions we launch in Europe would be cloud-based – due to their many advantages: data security, better scalability, lower infrastructure costs, and global accessibility, which is crucial for international expansion.

Natalia Voitenko

Head of CRM Department

Ultimately, the customer chose our SMART Sales and SMART Customer Care solutions. These are key components of the SMART CRM platform, which fully met Nova Post’s requirements and offered strong benefits:

• Security – The system complies with international data protection standards like GDPR and CCPA, making it easier to scale into countries where these regulations are the norm.
• Speed of deployment – The out-of-the-box version includes ready-to-use templates for key business processes, allowing the system to be up and running within 3–4 weeks.
• Modularity – The CRM system can grow with the company. A built-in toolset lets teams add new modules to address a broader range of tasks. The platform is also highly integrable with other systems and services, making it versatile and flexible.
• Unified system across countries – This enables quick onboarding of new divisions within the existing CRM or allows for standalone systems per country if needed.

SMART CRM is a comprehensive platform built on Microsoft Power Platform for B2B and B2C sales, marketing, and customer service. It includes four innovative CRM solutions for a variety of needs:

• SMART Sales – for automating B2B sales processes
• SMART Customer Care – for registering and handling customer inquiries and service requests
• SMART Order Management – for processing orders in B2C sales
• SMART Marketing – for managing omnichannel marketing communications

While the latter two solutions were not implemented for this project, they are part of the SMART CRM platform and available for future use.

The project then moved into an intensive phase of customizing the system architecture to meet Nova Post’s specific needs, followed by the actual deployment of the CRM platform. The team had just four weeks to complete implementation – in time for the opening of new branches in a European country. SMART business committed to the timeline and maintained the highest implementation standards. And despite initial concerns, thanks to the combined experience and efficiency of both teams, the launch went ahead right on schedule:

Of course, any new project comes with challenges and unexpected hiccups. But the expert support from the SMART business team was always timely – and most importantly, effective. We even managed to complete deployment three days ahead of the deadline, which was a great success.

Natalia Voitenko

Head of CRM Department

Thanks to our proven implementation methodology and Microsoft Power Platform’s low-code/no-code capabilities, the SMART business team was able to quickly deploy the SMART CRM platform for Nova Post. As a result, the company successfully executed its expansion strategy and opened branches in Poland within a very short timeframe.

First User Feedback and Whether the CRM System Met Nova Post’s Goals

The SMART CRM platform is designed to optimize the performance of a company’s key departments. For the SMART business team, collecting initial feedback from Nova Post users was essential to ensure that the selected solutions delivered on all planned objectives. This approach helps evaluate the effectiveness of the collaboration and identify areas for product development, because at the heart of innovation lies continuous improvement.

Two months after go-live, the Nova Post team shared feedback from their specialists and confirmed that employees quickly adapted to working with the CRM system. Thanks to its broad functionality and centralized data environment, users were provided with an intuitive tool within a single, convenient workspace. As a result, the CRM had a positive impact on meeting team KPIs and helped ensure high customer satisfaction among Nova Post’s first clients in Poland. Moreover, the platform’s flexibility in adapting to customer needs was proven in practice:

Of course, there were some questions at first, and it took a bit of practice to get used to the system – just like with anything new. However, the company had already been working with software based on Microsoft technologies, including SMART Sales and SMART Customer Care, so the learning curve was short. The system functionality felt quite intuitive and somewhat familiar.

Natalia Voitenko

Head of CRM Department

The implemented CRM solutions successfully passed the test of supporting Nova Post’s launch and daily operations in Poland, the Baltic states, the Czech Republic, Germany, Hungary, and Romania. With SMART CRM, the company was able to handle 500 requests and 3,500 calls per day. The CRM system ensured a high standard of customer service and played a key role in building trust with customers.

The Outlook for Ukrainian Business Expansion in Europe

SMART business has 16 years of experience in developing and implementing solutions based on Microsoft technologies. Over the years, we’ve seen firsthand that Ukrainian businesses are bold in adopting innovation and seizing new opportunities. Ukrainian users are known for being demanding – people don’t want to wait or stand in line if they can resolve issues through an app or a quick phone call. In contrast, Europe is often more relaxed in this regard:

Nova Post sets a high bar for logistics companies. Not every business can deliver a parcel from Kherson to Germany in five days. What’s more, Europeans are often surprised when a call center agent answers after just three rings and quickly resolves their issue. In the EU, waiting on hold for more than 30 minutes is common, while for Ukrainians, that would be seen as poor customer service. That’s why, when scaling to new markets, businesses need to carefully analyze the local customer experience and use those insights to their advantage.

Natalia Voitenko

Head of CRM Department

The SMART business team is proud to have partnered with Nova Post. We believe Ukrainian companies will continue to reach new heights, and we are always ready to support them with innovative solutions:

This project was extremely important for our team. In Ukraine, Nova Post has long been a nationally significant company – it’s hard to imagine everyday life without it. And after the full-scale invasion, when many families were separated across cities and countries, the company’s impact became even more profound.

We were honored to help rapidly launch their operations in European countries, giving Ukrainians the ability to stay connected with home and access branches where they can speak their native language.

We are grateful to Nova Post for their trust, their collaboration, and their commitment throughout this inspiring project.

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Natalya Onyshchuk

СЕО SMART business

Ukrainian business never stands still – it grows and evolves. Nova Post is a prime example of successful transformation.

To learn more about how SMART business solutions can support your company’s growth journey, submit a request today: