Wholesale purchase from abroad and supply to retail networks in Russia of computer equipment Dell, Huawei, etc.
TASKS WITH WHICH THE CLIENT CAME WITH
The company works with a small circle of clients, but each client can simultaneously receive up to 10 orders for different products. In this case, the transaction cycle can reach 1 month.
Prior to the introduction of Bitrix24, managers processed applications via e-mail, and orders and all data were recorded in Excel.
It was decided to expand and automate the work with the help of Bitrix24, the company turned to us. We conducted an analysis of internal processes and compiled a roadmap that we followed during the implementation process:
- Building the logic of maintaining a CRM system.
- Development of funnels and stages of transactions.
- Adding fields in deals.
- Build a system for processing different orders that come from one e-mail. Distribute them among different deals for the convenience of the manager.
- Set up the work of the marketing department to provide e-mail newsletters to the client base.
IMPLEMENTATION PROCESS, PROJECT FEATURES
At the beginning of the work, we added employees to the portal and set up the structure of the company, the sales department.
Then we organized the work with leads. Connected via Wazzup 1 phone number to which new clients write.
Leads are not created through mail, managers place orders immediately in the form of deals.
Set up corporate mail, created mailboxes for employees. Some employees have multiple emails for different orders.
Performed Yandex 360 integration with Outlook. Managers use the Outlook application for correspondence, so it is convenient to switch between mailboxes there.
Wrote instructions for creating mail in Yandex 360.
Deal funnels set up:
Main funnel. It employs sales managers. Here we have set up different stages and fields.
In the process of conducting a transaction, a number of documents are created that need to be added at different stages. For each document, we have provided a separate field and settings.
The manager cannot move to another stage of the transaction until the document from the previous stage is loaded, for example, quotation, receipts, invoice, act, invoice, etc.
The documents for this transaction immediately contain invoices for both the Suppliers and the Customer, which makes the work on the order as convenient as possible.
In this funnel, there is a “Request for a discount” stage. When a client requests special conditions, the manager moves the deal to this stage. The automatic redirection of the transaction to another direction (funnel) is triggeredNon-standard request.
In this transaction, the CEO automatically becomes responsible, who decides on discounts and agrees on conditions.
Third funnelPending deals – if from the Main funnel the transaction is delayed at any stage for more than 3 weeks, it falls into this direction and the Project Manager takes it to work.
We set up a list form for displaying transactions with an informative interface for familiar managers.
With the help of robots, we set up an automatic change of responsible persons in transactions, and also added a number of notifications for working with clients.
We set up the display of cards in kanban so that you can see not only who the creator is, but also who is responsible for the deal.
DEVELOPMENT OF THE NUMBER OF ORDERS
We have created a development in php - a numerator, which, according to certain logic, automatically assigns an order number in a deal that the manager created.
The same number goes to the documents (invoices, invoices, closing documents).
WHAT TECHNICAL DIFFICULTIES DID YOU FACE
Managers communicate with clients and receive orders via e-mail. From one client (from one email) several orders for different equipment can be received in one day.
In Bitrix24, it is impossible to split the chain of incoming emails from 1 contact into different deals, so that an email with one subject goes into one deal, and with another one into another. All correspondence is duplicated in the first active deal.
Since the deals are long-term, we have disabled email from lead generation and the manager manually starts deals when an order arrives.
And the developed numerator allows you to keep each order separately, having all the necessary information.
We divided the customer base into segments for further promotional e-mail mailings.
We have provided training for managers and executives. They showed how to work in CRM and process orders, as well as monitor pending deals.
WORKING WITH THE SOLUTION. RESULTS ACHIEVED
At the moment, 8 employees work on the portal: managers of the sales department, marketing department and managers.
They actively use CRM. They see at what stage the transactions are and have convenient access to documents. Set reminders for customer calls.
Automation in case of non-standard requests and redirection of the transaction to the manager to agree on a discount greatly accelerated the work with orders.
Marketers use email templates and customer base segments to send promotional emails to attract new leads.
ADVANTAGES FROM IMPLEMENTATION
The company has a convenient and transparent system of work both with clients and between the manager and the leader.
All long-term transactions are conducted in one system, which significantly increased the speed of decision-making.
Orders are not lost, and managers control the process.
There was a convenience to control the status of the transaction, taking into account the complexity of the funnel (many stages) and the storage of documents in each transaction.
During the work, we decided to switch from the Standard to the Professional tariff, which will allow for even more automation and expand the possibilities.