Need
The company handles a large flow of applications and orders, including corporate clients, and carries out complex maintenance and repair processes for machinery. At the start of the project, work with customers and orders was distributed among several systems: 1C, Telephony, and CRM:
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Data was not synchronized with each other, some operations were performed manually, and the customer interaction history was formed in fragments.
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This complicated the processing of appeals, transaction control, and work with the client base, as well as increased the workload on employees.
Solution
Comprehensive integration of Bitrix24 with 1C, Cisco telephony, and external sales channels has been implemented.
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Result
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A unified logic for processing inquiries has been established - from the first contact to the formation of a transaction, with automatic data collection for the client and their orders.
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The implementation of the system has made it possible to centralize work with customers, orders, and inquiries within a single interface.
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Contacts and transactions began to be formed automatically based on data from 1C, and all customer interactions are recorded in CRM and available for analysis.
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The number of manual operations and errors decreased, while the company maintained the existing telephony infrastructure without the need to replace it.
Details of implementation
The work was built around combining data from 1C, telephony, and CRM into a single system.
All inquiries, regardless of the channel, are recorded in Bitrix24 and automatically linked to customers and orders.
Data synchronization with 1C has been implemented:
When processing inquiries, the system pulls up current information about the client, including orders and interaction history, and automatically creates contacts and deals based on it.
As a result, all customer interaction channels and order data were integrated into a single system, ensuring process transparency and convenience for employees.
Additionally, product catalog synchronization with Avito is configured through the automatic generation of XML files, allowing data to be kept up-to-date without manual updates.
To handle incoming calls, Cisco telephony has been integrated through the Softphone link and the "Simple Calls" module.
This allowed for the preservation of the current infrastructure and, at the same time, the recording of all appeals in CRM, followed by the creation of leads and associated communication history.
Other cases
in the Corporate IT Solutions and Services
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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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