Need
Before implementing the new task management and customer interaction system, the company used an outdated platform. The main problems included:
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Limited system functionality There was no flexible CRM and centralized customer data accounting
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Necessity of process modernization The company needed process automation to reduce time costs for document coordination and optimize customer service
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Fragmented interaction channels Communication with clients and employees was carried out through messengers and mail, which led to information loss and delays
Solution
Implementation of a corporate portal based on Bitrix24. The system allowed combining CRM, Tasks and Projects, Document Management, Chat and Video Calls, and Document Storage Drive into a single platform
Result
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All customer and transaction information is now stored in CRM, which has accelerated the application processing process
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Company managers gained the ability to monitor transactions, tasks, and projects through CRM and Task and Project modules
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The processes of coordinating documents have become more transparent and faster. The use of the Business Processes and Automation module allowed for a 50% reduction in document processing time
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Employees can connect to the system from anywhere in the world via Bitrix24 mobile application, which has increased work flexibility
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Integrating web forms with CRM and connecting corporate mail to CRM has enabled faster response to customer inquiries and faster communication
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Systematization of knowledge base: a centralized storage facility is organized for describing business processes, instructions, and regulations using Knowledge base. This allowed for faster adaptation of new employees
Details of implementation
Basic system setup
- Deployment of the Bitrix24 Corporate Portal: Corporate Portal;
- Connecting all company employees and creating user groups with different access levels;
- Configure access rights to Tasks and Projects, Disk, and Internal Knowledge Base;
- Importing customer data from the previous system using the CRM module: Data import;
- Creating basic task templates and typical processes for the sales department using the Task Templates module.
Employee training
- Step-by-step instructions, video lessons, and interactive guides have been prepared for users;
- Trainings were conducted for company employees, including key users and department heads;
- Individual consultations: Employees gained the opportunity to seek advice from the implementation team through the technical support chat.
Expansion functionality
- CRM development and configuration: Sales funnel. Transaction stages and leads have been defined, and automated notifications have been added at key transaction stages;
- Implementation of custom fields in client cards and transactions to account for business specifics;
- Integration of the web form on the website with CRM: Web forms for automatic transfer of applications to the Bitrix24 system;
- Corporate mail integration for centralized accounting of business correspondence for transactions using CRM: Email;
- Connection Document Management: Electronic signatures for automating the coordination and signing of documents;
- Creating document templates and configuring the approval process through the Business Processes and Automation module;
- Configure the notification system and automatic task forwarding for key transaction stages.
Prospects scaling
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Integration with new services Connecting additional communication channels (WhatsApp, Telegram) and analytics tools to accurately monitor employee performance and analyze customer activity
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Development of the analytical system Connecting new reports to analyze sales performance and employee KPIs using the Reports and Analytics module
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Business process optimization Creating automatic scenarios for processing client requests using Business processes and automation
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CRM functionality extension Implementing automatic notifications about key transaction stages and connecting marketing bulletins to increase repeat sales through CRM: Marketing
Recommendation
Other cases
in the Corporate IT Solutions and Services
Hello!
- 100164, Uzbekistan, Toshkent shahri
- Mirzo Ulug'bek tumani, Tepamasjid ko'chasi, 4a-uy (IT PARK)
- OOO “AARTIT”
- TIN: 309036675, OKED 62 01 0
- p/s 2020 8000 4054 5983 6001
- v/s 2020 8840 7054 5983 6001
- ASIA ALLIANCE BANK JSCB,
- Mirabad branch, MFO 01124
- Director: SAMOYLENKO YURIY IGOREVICH
- 100164, Uzbekistan, Toshkent shahri
- Mirzo Ulug'bek tumani, Tepamasjid ko'chasi, 4a-uy (IT PARK)
- OOO “AARTIT”
- TIN: 309036675, OKED 62 01 0
- p/s 2020 8000 4054 5983 6001
- v/s 2020 8840 7054 5983 6001
- ASIA ALLIANCE BANK JSCB,
- Mirabad branch, MFO 01124
- Director: SAMOYLENKO YURIY IGOREVICH
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