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Progressive
Media
Uzbekistan, Tashkent, IT PARK
Contacts
Moscow Marketing Agency of Internet Projects for solving strategic and operational tasks of clients from various industries: clothing, sports, electronics, construction materials, livestock products, finance, etc.
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Need

Finalization of the corporate portal on the 1C-Bitrix24 platform. The main goals and objectives included:

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    Optimization and automation of the process of approving contracts with suppliers

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    Simplification of the interaction of employees with the accounting department within the framework of document flow on client transactions

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    Implementation and refinement of CRM functionality to improve customer service and sales management

Solution

Complete audit of the company's business processes and existing solutions, development of unique modules and custom refinements of the system based on the Box version of Bitrix24

Complete audit of the company's business processes and existing solutions, development of unique modules and custom refinements of the system based on the Box version of Bitrix24

Result

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    New processes for automating the coordination of contracts and document flow have been introduced
    • Reducing the time for processing documents by automatically generating and issuing invoices;
    • Integration of interaction with accounting in the Bitrix24 system;
    • Increasing the transparency of coordination through a unified log of changes and notifications for process participants
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    Improved CRM functionality
    • A system for recording all points of contact with the client (calls, requests, links) in the client's card;
    • Improving customer service through VIP support for key customers
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    ITSM and Ticket System
    • Simplification of application submission and processing by employees;
    • Accelerating ticket processing through the implementation of SLA and delegation systems;
    • Improving control over the processing times and status of applications

Details of implementation

ITSM and Ticket System

  • Implementation of an ITSM system based on 1C-Bitrix24 with multi-level tickets;
  • The possibility of submitting applications by any employee;
  • Supporting ticket categories and sub-categories with the appointment of responsible employees;
  • Automatic distribution of applications by groups and categories, taking into account the competencies of the responsible parties;
  • Implementation of SLA to regulate the processing time of tickets;
  • The ability to delegate applications between responsible groups;
  • Notification and logging system for all changes related to the application;
  • Automatic closure of tickets if there is no response from the initiator;
  • Integration of the ticket system with tasks in 1C-Bitrix24;
  • Functional for hidden comments and response ratings.

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CRM

  • Integration with Taplink for automatic lead processing;
  • Creating individual customer cards in CRM 1C-Bitrix24 considering all interaction points (calls, appeals, link transitions, customer requests);
  • Adaptation of the client card interface to the specifics of the company;
  • Developing a separate VIP support line for business owners.

Access rights management

  • Setting roles and access rights through CRM 1C-Bitrix24;
  • Distinction of rights by roles and categories of tickets.

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Optimization of document management with accounting

  • Automation of employees' interaction with accounting through "Tasks and Projects" in 1C-Bitrix24;
  • Generating and issuing invoices to counterparties (for legal entities) through business processes;
  • Integration with CRM, which allows automatically accounting for all customer interactions.

Coordinating contracts with suppliers

  • Automation of the approval process using 1C-Bitrix24 business processes;
  • Establishing control over the status of contracts with the possibility of tracking their changes;
  • A notification system for timely notification of process participants;
  • Implementation of a unified logging of all changes related to the coordination process.

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Reporting and KPI control

  • Implementation of an automated reporting system for tickets and tasks;
  • Supporting reports on status, time of task completion, effectiveness of employees and groups;
  • Implementing KPI for monitoring employee and group performance.

Prospects scaling

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    Further process automation - Implementing automatic offers for clients based on predictive analytics;
    - Expanding the functionality of business processes for new types of tasks

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    Development of a new mobile interface for the convenience of employees outside the office

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    CRM development - Integration with new leads sources to automatically capture and process them;
    - Implementation of intelligent client data analysis algorithms

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    ITSM and Ticket System - Optimization of SLA and implementation of new performance metrics;
    - Implementation of automatic notifications about overdue applications

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CONSENT TO PERSONAL DATA PROCESSING
With this, in accordance with the Law of the Republic of Uzbekistan No. ZRU-547 dated July 2, 2019 "On Personal Data", I freely, voluntarily, and in my own interests express my unconditional consent to "AARTIT" LLC (hereinafter referred to as the Operator) to process my personal data.

Personal data - any information relating to a specific or defined individual based on such information.

This Consent has been granted by me to process the following personal data:
  • Surname, First Name;
  • Contact telephone;
  • Electronic mail;
  • Company website address;
  • Company name;

The consent has been given to the Operator to perform the following actions with my personal data using automation tools and/or without using such tools: collection, systematization, accumulation, storage, clarification (updating, modification), use, depersonalization, as well as carrying out any other actions stipulated by applicable law, both non-automated and automated.

This consent is given to the Operator to process my personal data for the following purposes:
  • providing me with services/work;
  • sending notifications to my address regarding the services/works provided;
  • preparing and sending answers to my inquiries;
  • sending information, including advertising information, to my address regarding the Operator's events/goods/services/works.

This consent is valid until it is withdrawn by sending a corresponding notification to the email address mail@progressivemedia.uz
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