CLIENT INFORMATION

The Kompasmebel company has been successfully operating in the furniture market for more than 20 years. It is among the leaders and offers more than 100,000 items of goods produced by the largest Russian and foreign furniture factories. 20 salons have been opened in different cities: Moscow and the region, Tver, Yaroslavl.

TASKS THE CLIENT CAME WITH

At the time of contacting us, the company’s employees were working through Excel files, which was very inconvenient; there was no quality communication either with clients or between specialists at all stages of work. There was also no control. The purpose of implementing Bitrix24 is to manage all the work of salons in a single online space. Since we already have extensive experience in implementing Bitrix24 on a turnkey basis, at the first meeting we showed all the capabilities of Bitrix24, which will help to build high-quality and efficient work in the company and identified the first steps for implementation:

1. Purchase and deploy the Bitrix24 Corporate Portal.

2. Connect Mango telephony.

3. Change Jivo chat to Bitrix24 chat on the website.

4. Connect applications from the site.

5. Upload client database.

6. Build automation for opening salons.

IMPLEMENTATION PROCESS, PROJECT FEATURES

We deployed a test portal and connected the production and test portals to the git version control system. Added users and set up the company structure. Connected 2 Mango phone numbers. Set up incoming and outgoing calls. On the company’s website, they changed Jivo chat to Bitrix24 chat so that there was a unified system for collecting applications without additional integrations. We set up applications from the website. When a client fills out a form, the data from it goes into the Lead card on the Bitrix24 portal.

Separately, we customized the view of the Lead and Transactions cards: retail and online store, added the necessary stages, as well as a robot that sends reminders to the responsible manager for working with the Lead.

In addition to standard fields, new fields have been added to transactions, such as: amount, room type, collection and others.

AUTOMATION OF THE PROCESS OF OPENING SALONS

Initially, the process of opening salons was like this: a task was created daily using a template, in which an employee, upon coming to work, must note that the salon was open.

We have added additional settings:

• the head of the sales department receives statistics about which salon is open, when and by whom, and which is not

• the manager cannot celebrate the opening of another salon

• the manager cannot mark the opening of the salon after completing the task (it closes automatically at a certain time)

• the manager cannot close the task himself

• divided task templates in accordance with the opening times of salons (since salons open at different times on weekdays and weekends)

After the task is closed, a detailed report is created in the News Feed for the head of the sales department.

LOADING THE CLIENT BASE

At the end of the week, furniture showrooms from different cities upload a report on their developments for the head of the sales department. This is a file that contains information on visitors to the salon for the day, what they were interested in, what they bought, and contact information.

We transferred the old client database from Excel files to CRM, and also made settings so that managers recorded this data for new clients directly in Bitrix24, without additional files.

SETTINGS AND TRAINING

We provided training for managers on how to work in CRM with clients and lead the deal to successful closure.

Configured access rights:

• to transactions only for the sales department

• for salons only for their transactions

Added filters for deals by salon.

We set up a mandatory task in the transaction “Indicate the reasons for failure” for analytics and service improvement. The head of the sales department works with this task.

Added notifications to the News feed about successful transactions. When a deal moves to the Successful stage, a message is automatically sent to the feed with information that the employee has concluded a deal, order details and amount.

This maintains team cohesion and also increases the motivation of managers.

When a transaction is successful, a corresponding folder is created on Disk, where the manager uploads all documents and files related to the transaction. On the last day of the month, the head of the sales department is tasked with filling out a monthly plan for each salon. Based on this data, a graph is constructed that shows reconciliation with successful transactions and planned orders (works in progress).

WORKING WITH THE SOLUTION. RESULTS ACHIEVED

Currently there are 46 employees working on the portal:

• Sales department

• Logistics

• Accounting

• Service department

The most active work on the portal is carried out in CRM, customer requests and needs are recorded, tasks are set and completed.

There is also communication through the News Feed, a transparent work system has been set up, process control, opening of salons, concluded transactions.

All reporting is generated in a couple of clicks in a single window, which is convenient for forecasting sales and identifying the reasons for customer refusal.

In general, the overall picture of the life of the company is visible.

During the implementation of Bitrix24, there were slight difficulties in attracting employees to the portal, as they were accustomed to the old order of interaction. But after working in Bitrix24 for only a few days, they appreciated its advantages and convenience.

BENEFITS FROM IMPLEMENTATION

Thanks to the implementation of Bitrix24, the company has significantly accelerated the processing of orders coming from showrooms to the purchasing and logistics departments. Managers manage the entire client base and work with orders in CRM. They have quick access to all transaction details, and thanks to tasks, all orders are completed on time. The manager always has up-to-date information online about current transactions. He conducts analytics and creates a sales plan. It also monitors the opening of salons. All employees note the ease of working in Bitrix24. The team has become more friendly; in case of successful transactions, managers support and congratulate each other.