INEX provides valuation, expert and legal services to clients from Moscow both in the form of consultations and at the stage of judicial settlement of disputes. The company has all the permits and competencies to conduct an independent examination, determine the technical condition of objects, the amount of damage, wear and tear, and so on.
TASKS WITH WHICH THE CLIENT CAME WITH
At the time of contacting us, the company already had Bitrix24, which employs specialists from different departments. The total number of employees on the portal is 80 people.
The main tasks were: automating new and improving existing processes, as well as performing regular administrative tasks.
Before starting work, we held a meeting with top managers and company management, got acquainted with the documentation, performed analytics on the portal and studied all the nuances of the existing settings.
Prioritized the tasks and started to solve them:
1. Adding employees, setting up roles and granting access rights
2. Refinement of reports
3. Training employees to work with filters in CRM and in tasks, call analytics
4. Development of new and expansion of existing processes:
- implementation of a mechanism for distributing leads between sales department employees
- lead source autocomplete, depending on different initial values
- automatic deal numbering
5. Bugfixing existing settings and moving webhooks to the company's server
IMPLEMENTATION PROCESS, PROJECT FEATURES
The main work was focused on working with process automation and reporting, but before that it was necessary to perform CRM settings.
Added new employees to the portal, created roles (positions) for them, distributed access rights
Created new stages and fields in transactions.
With the help of robots, we set up auto-setting of tasks at certain stages of transactions, added employees to the tasks as observers to control the execution of tasks, and auto-setting of Responsible employees. And after the successful closing of the transaction (sale of services), a transaction is created in the direction of Legal services with a fixed cost, which is then handled by the legal department.
Added mailings (WAZZUP, e-mail). At a certain stage of the transaction, various messages and notifications are sent to the client.
Some reports were already set up in the company, it was necessary to make additions to them.
WHAT TECHNICAL DIFFICULTIES DID YOU FACE
Bitrix24 does not allow editing previously created reports, so we created them anew with new settings.
The problem was that not all graders were shown in the report.
We have updated the list of appraisers and the number of unique open deals they have.
COST BY TYPE OF WORK MADE BY APPRAISERS
The report shows which objects appraisers worked on, the amount and if the object was delivered, then what date.
NUMBER OF TASKS ON EVALUERS
In this report, the manager sees the number of tasks of subordinates.
We've added a filter that limits the results to certain conditions.
TASKS OF ASSESSORS WITH STATUS AND TERMS
Answer for the head of appraisal department. Allows you to keep track of ongoing tasks and helps ensure they are completed on time.
We gave access to all reports to heads of departments.
Conducted training for the sales and marketing department. We showed you how to use filters in tasks and CRM to see the most accurate summary of deals and leads for a certain period.
Training for managers was in the section of analytics and distribution of calls.
Each customer request is a deal in CRM. This includes orders for services from different areas: assessment, expertise, insurance, legal services, etc.
We have set up sequential numbering of deals, which is assigned automatically with each new order. This number is also included in the transaction documents, which makes working with it very convenient.
And since there can be a large number of such transactions per month, we added a setting, and every 1st number the counter starts again from 1.
DISTRIBUTION OF LEADS BETWEEN SALES MANAGERS
The sales department has 4 managers who process incoming calls.
We have set up a process that, upon receipt of a new request, changes the Responsible Manager every 5 minutes until it is taken into work by one of the specialists.
This setting excludes deals that were created manually. In them, the responsible manager remains unchanged.
For repeated requests, a check is triggered and it is assigned to a manager who has previously worked with this client.
Moved web hooks from the previous contractor's server to the company's server.
We solved the problem of lead distribution through a web hook.
WORKING WITH THE SOLUTION. RESULTS ACHIEVED
On the portal, all employees are very active in CRM, which is associated with different processes and robots. Managers conduct transactions and communication with clients. A system for setting and monitoring tasks has been established. Deadlines are set in the tasks, observers from the control department are added. Managers control the workload of their subordinates, conduct call analytics. At any time, they can generate an up-to-date report to analyze the workflow and monitor employee performance.
ADVANTAGES FROM IMPLEMENTATION
Thanks to the automation of processes, all employees have a clear understanding of the tasks and what needs to be done, motivation for work has increased, and incoming requests are promptly processed. Managers have an understanding of which source gives more leads, how many deals are in progress, and the workload of each employee is understandable.