Need
Development and improvement of the corporate portal based on Bitrix24. The main tasks of the project were:
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Increasing operational efficiency Automating key business processes such as invoicing, payment requests, and work time accounting
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Implementation of process management Formalization and regulation of processes through BPMN mechanisms and implementation of automated triggers
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Document management optimization Transition to electronic approval of applications and creation of a status tracking system
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Improving customer service Automating CRM, processing customer requests from the website, and configuring the lead generation system
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
Result
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An analysis of the "Mechanics" company's business processes was conducted and a plan for their optimization was proposed
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BPMN Notation
- Using the BPMN notation, key processes were described, which allowed for the identification of bottlenecks and the determination of priority automation directions
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Bitrix24
- The Bitrix24 system is deployed with an emphasis on using the capabilities of a visual business process designer and flexible access rights settings;
- Integration has enabled the creation of a centralized platform for task management, document management automation, and process execution control.
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Growth of operational efficiency
- The processing time for payment requests and invoicing has been reduced by 30%;
- Errors associated with manual data processing have been reduced due to the automation of the coordination process and work time accounting
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Document management optimization
- Document management has been transferred to electronic format, which has simplified status management and application approval;
- A centralized system for coordinating documents and monitoring the fulfillment of obligations has been introduced.
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Improving customer service management quality
- Processing of client requests has been accelerated due to automated lead generation and improved visibility of client information;
- A transparent customer service system has been implemented through CRM Bitrix24, which has improved customer experience.
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Improving communication and interaction among employees
- The communication system was simplified with the transition to Bitrix24 "Chat and Calls," which reduced IT support costs.
Details of implementation
Automation of financial operations
- The invoice process is automated using triggers that are triggered when creating an application. The system automatically prepares a document, sends it for approval to responsible persons, and notifies participants of the need for action;
- A multi-level application approval system has been implemented. When creating an application, a checklist of necessary approvals is formed. The entire process is monitored using automatic notifications and logs of changes;
- Automatically synchronize data from 1C to update exchange rates and track financial transactions. This allows for the unification of accounting and reduces the likelihood of errors.
ersonnel management optimization
- Automation of the Special Equipment Department employees' work time accounting process. Data is integrated with tasks and reports, which allows for recording employee workload and timely adjustment of work plans;
- Developing and implementing a system of performance indicators for evaluating employee performance. KPI data is automatically generated based on completed tasks and work time accounting.
Organization of working groups and communications
- Establishing working groups for employees to collaborate on tasks. Each group has individual access rights, which enhances data security and confidentiality;
- Integration with Bitrix24 "Chat and Calls" is a transition from outdated solutions to a new communication platform. Employees can interact promptly through built-in chat and calls.
Customer service and CRM development
- Automatically process incoming requests from company websites and convert them into leads. The system automatically appoints a responsible employee and records all interactions with the client;
- Implementation of individual customer cards with the display of all contact points: calls, appeals, links, and requests. This helps managers respond promptly to customer requests and personalize service.
Process optimization of major repairs
- Automation of the entire chain of operations from the acceptance of equipment for repair to the release of the unit after the completion of work. Automatic notifications for process participants at each stage have been implemented, which reduces the risk of data loss and errors;
- Centralized status control - access to information about the status of each repair application for all process participants, including production sites.
Document management
- Electronic document management - automation of application approval and management of document processing status. Implementation of a centralized archive for storing documents and automatically routing files by responsible persons;
- Tools for searching and analyzing documents - implementing a system for searching documents and creating analytical reports on the status of applications and their deadlines.
Prospects scaling
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Implementation of new automated processes, including complaint handling, return control, and warranty service management
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Creation of an automated system for planning the loading of production capacities and improving the planning of repair schedules
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CRM development - personalized client proposals based on behavioral analysis and developing a recommendation system for clients
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Implementation of omnichannel customer support through CRM and automation of customer request routing based on their urgency and type of request
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Implementation of BI tools for visualizing key performance indicators (KPI) and analyzing bottlenecks in business processes
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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