The EuroMobile company completes, creates and supports wireless solutions for basic sectors of the economy. It provides its services in three main areas: distribution, engineering and service in the wireless communications market.
WHAT PROBLEMS DID THE CLIENT COME WITH?
At the time of contact, the client already had a corporate portal Bitrix24. Since they work with distribution, launching new equipment, updating software, it was necessary to configure the integration of the portal with an external smtp server to be able to send letters, as well as integrate with the ticket processing module for the technical support department.
IMPLEMENTATION PROCESS, PROJECT FEATURES
We took the portal for maintenance, updated it and connected it to the Gitlab version control system.
After that, we optimized a number of incorrect developments so that they became compatible with updates and integrated Bitrix24 with sites.
The client has a technical support service that processes tickets received from a form on the website. The technical support system itself (“ticket box”) is a separate module. We helped integrate the ticket maker with Bitrix24 so that tickets would appear on the portal as separate entities, after which the process of processing them would begin. Separately, we set up a hierarchy of personal ticket office accounts for different branches of counterparties.
We integrated the portal with an external smtp server and improved the email logic for generating leads. In CRM, we set up a robot that automatically sends letters to leads when the processing status changes, and in products we set up the “Exclude” option from the list.
WORKING WITH THE SOLUTION. RESULTS ACHIEVED
Employees work daily in the Ticket system on the Bitrix24 portal, process requests, and communicate with clients.
Integration with an external smtp server allows you to work with mailing lists for leads and clients.
BENEFITS FROM IMPLEMENTATION
Working with tickets on the portal speeds up the resolution of customer issues by technical support staff, thereby improving the quality of service.