ABOUT CYCL

The company specializes in the development and production of garden and household products made of plastic. A high degree of automation of all production processes is the business card and philosophy of the enterprise. This guarantees consistently high product quality.

Most of the components for the products are produced independently. This organization of production allows you to reduce risks and control the quality of the product at all stages of its life cycle.

WHAT PROBLEMS DOES THE CUSTOMER CONTACT US WITH?

Managers worked in several systems: website, 1C:ERP,online store. There was no single program in which employees and managers could:

• collect leads;

• create and maintain orders;

• work with online store orders;

• maintain a database of suppliers;

• automate work with customers and suppliers using business process tools (check for a valid contract, notify that you need to enter additional information on a deal/client, etc.).

• record calls to the service center.

MAIN OBJECTIVES OF BITRIX24 CRM IMPLEMENTATION

• Set up business processes for managing sales and customer relationships, reduce the percentage of lost customers.

• To fix and respond to any interest of the client in our company, to increase the percentage of leads that have passed into the category of clients.

• Evaluate the state of sales in real time, get analytical reporting for making management decisions.

• Optimize the work of sales managers, increase profits from sales to current customers.

• Integrate the system with an online store, manage online sales processes.

• Purchasing department: maintain safety stock in the warehouse.

WHAT DIFFICULTIES DID YOU ENCOUNTER ON THE PROJECT

As part of the project, it was required to create a unified system for the work of managers. To do this, we had to implement a three-way integration - 1C: ERP Enterprise Management 2 (2.1.3.258) + Bitrix24 + online store (Bitrix: Site Management). In all three systems, online data exchange was implemented on the range of goods, balances, statuses of orders / transactions.

THE EXCHANGE SCHEME LOOKED LIKE THIS:

ALSO TO IMPLEMENT A SINGLE SYSTEM, I HAD TO COMBINE DIFFERENT BUSINESS PROCESSES IN CRM:

• sales;

• purchases;

• technical support.

For this purpose, separate sales funnels in Bitrix24 were used. I had to set up 6 funnels.

SOLUTION OF PROBLEMS AND RESULT

We set up a three-way integration of Bitrix24 + 1C: ERP + an online store with the exchange of a range of goods and statuses of orders / transactions.

WHAT WAS IMPLEMENTED

• We set up 6 sales funnels for the business processes of the sales department.

• We added robots and business processes to each sales funnel.

• We integrated WhatsApp, Skype, social networks with Bitrix24.

• We set up recording calls to the service department (considers customer complaints about product quality).

WHAT FEATURES HAVE BEEN INTRODUCED

In the Customer's CRM, 6 different sales funnels were configured, the business logics of which differ significantly from each other.

Funnels were created for the following business processes of the sales department:

• work with wholesale clients;

• sales through an online store;

• search, control and conclusion of an agreement with a new supplier;

• participation in tenders;

• service center (reception of claims from retail customers regarding product quality);

• reclamations (receipt of claims from wholesale customers).

Also, automation in the form of robots and business processes was written for each funnel.