The EuroMobile company completes, creates and supports wireless solutions for the basic sectors of the economy. Provides its services in three main areas: distribution, engineering and service in the wireless market.
WHAT TASKS THE CLIENT COME WITH
At the time of the request, the client already had a Bitrix24 corporate portal. Since they work with distribution, the launch of new equipment, and software updates, it was necessary to configure the portal integration with an external smtp server to be able to send emails, as well as integrate it 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, a number of incorrect developments were optimized so that they became compatible with updates and integrated Bitrix24 with sites.
The client has a helpdesk that processes tickets coming from a form on the site. The technical support system (“ticket box”) itself is a separate module. We helped to integrate the ticket holder with Bitrix24 so that tickets get to the portal in the form of separate entities, after which the process of processing them starts. Separately, we set up a hierarchy of personal accounts for ticket holders for different branches of counterparties.
We have integrated the portal with an external smtp server and finalized the mail logic for creating leads. A robot was set up in CRM that automatically sends letters to leads when the processing status changes, and the “Exclude” parameter from the list was set up in products.
WORKING WITH THE SOLUTION. RESULTS ACHIEVED
Employees daily work in the Ticket system on the Bitrix24 portal, process applications, and communicate with customers.
Integration with an external smtp server allows you to work with mailing lists for leads and clients.
ADVANTAGES FROM IMPLEMENTATION
Working with tickets on the portal speeds up the resolution of customer issues by technical support staff, due to which the quality of service has improved.