Need
The company works with a large flow of inquiries and orders, including corporate clients. In this regard, it was necessary to refine and develop the corporate portal based on Bitrix24 and automate internal processes:
-
Increasing operational efficiency Automation of invoicing, payment requests, and work time accounting.
-
Document management optimization Transition to electronic approval of applications and creation of a status tracking system
-
Implementation of process management Formalizing processes in BPMN and configuring automatic triggers.
-
Customer service development Automation of CRM, website request processing, and lead generation.
-
Automation of CRM, website request processing, and lead generation. Integration of Bitrix24 with 1C, telephony, and external sales channels.
-
Reduction of manual operations Automatic data transmission between systems and the formation of a unified customer interaction history.
Solution
An audit of the company's business processes and existing solutions was conducted. Based on the boxed version of Bitrix24, unique modules have been developed and custom refinements have been made.
To integrate customer and order data and reduce manual operations, Bitrix24 was integrated with 1C, Cisco telephony, and external sales channels. As a result, a unified logic for processing inquiries was established—from the first contact to the formation of a transaction, with the automatic acquisition of data about the client and their orders.
.jpg)
Result
-
BPMN Notation
Key processes are described in the BPMN, which helped identify bottlenecks and determine priority areas for automation. -
Bitrix24
Based on the system, a unified working environment has been created to manage tasks, document flow, and execution control. The visual business process designer and flexible access rights have simplified the setup of internal processes. -
Growth in operational efficiency
The processing time for payment requests and invoicing has been reduced by 30%. The automation of coordination and work time accounting has also reduced the number of errors. -
Document flow optimization
Documents and applications have been converted to electronic format. Employees have gained a unified process for coordinating, tracking statuses, and monitoring obligations. -
Improving the quality of customer service management
Lead generation automation and CRM operations have accelerated the processing of applications. Managers gained access to comprehensive customer information and interaction history. -
Improving employee communication and interaction
Switching to "Chats and Calls" in Bitrix24 has simplified internal communications and reduced the burden on IT support. -
Centralization of work with customers and orders
Appeals follow a single path from the first contact to the transaction. Customer and order data is automatically transmitted from 1C, and all interactions are recorded in CRM.
Details of implementation
Automation of financial transactions
— The invoicing process is automated using triggers: the system generates a document, and
— A multi-level coordination system has been configured with checklists, automatic notifications, and a change log.
— Synchronization with 1C has been implemented to update exchange rates and account for financial transactions, which has reduced the risk of errors.
Personnel management optimization
— Automated accounting of work time for special equipment department employees. The data is linked to tasks and reports, allowing for monitoring the team's workload and timely adjustment of the work plan.
— KPIs are formed automatically based on completed tasks and working time.
Organization of working groups and communications
— Working groups with individual access rights have been created for employees to work together safely.
— Internal communications have been transitioned to "Chat and Calls" for Bitrix24.
Synchronizing product catalog
— Automatic product unloading on Avito via XML has been configured, allowing the catalog to remain up-to-date without manual updates.
Process optimization for major repairs
— The entire chain of operations is automated — from receiving equipment to releasing the unit after repair.
— Process participants receive notifications and see the current status of each repair application, including production site data.
Customer Service and CRM Development
— All inquiries from websites, phones, and other channels are recorded in Bitrix24 and contacted by customers and orders.
— Thanks to integration with 1C, the system pulls up current data and interaction history, automatically creating contacts and deals.
— Cisco telephony is connected via Softphone and the "Simple Calls" module, allowing for the preservation of existing infrastructure and the recording of calls in CRM.
Document management informatization
— Electronic coordination, automatic routing, and centralized document storage have been configured.
— Search and analysis of application statuses and deadlines have been implemented.
Prospects scaling
-
Implementation of new automated processes, including complaint handling, return control, and warranty service management
-
Development of end-to-end analytics of inquiries based on data from CRM, telephony, 1C, and external sales channels.
-
CRM development — customizing personalized customer suggestions based on behavioral analysis and creating a recommendation system
-
Implementation of BI tools for visualizing KPIs and analyzing bottlenecks in business processes.
-
Creation of an automated system for planning production capacity utilization and repair schedules.
-
Implementation of omnichannel support through CRM and automatic routing of inquiries by type and urgency.
-
Connecting new external sales channels and centralized product data management using the Avito integration model.
Recommendation
Other cases
in the Corporate IT Solutions and Services
.jpg)
 (1).jpg)
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
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
Join - Progressive Media shares their experience, ideas, and results
