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Implementation and configuration of CRM, building a system for working with long-term transactions

Field of activity:

Wholesale purchase and supply of computer equipment


Wazzup, Yandex 360, Outlook

Bitrix24 version:

Cloud: Professional



Wholesale purchase from abroad and supply to retail chains in Russia of computer equipment from Dell, Huawei, etc.


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.

Before implementing Bitrix24, managers processed applications via email, and recorded orders and all data in Excel.

It was decided to expand and automate the work using Bitrix24, the company contacted us. We analyzed internal processes and drew up a roadmap to follow during the implementation process:

  1. Building the logic for maintaining a CRM system.
  1. Development of funnels and stages of transactions.
  1. Adding fields to transactions.
  1. Build a system for processing different orders that come from one e-mail. Distribute them among different transactions for the convenience of the manager.
  1. Set up the work of the marketing department to provide e-mail newsletters to the client base.


At the beginning of our work, we added employees to the portal and set up the company structure and sales department.

Next, we organized work with leads. We connected 1 phone number through Wazzup, to which new clients write.

Leads are not created through mail; managers place orders immediately in the form of transactions.


We set up corporate email and created mailboxes for employees. Some employees have several emails for different orders.

We integrated Yandex 360 with Outlook. Managers use the Outlook application for correspondence, so it is convenient to switch between mailboxes.

We wrote instructions for creating mail in Yandex 360.


Set up deal funnels:

Main funnel. It employs sales managers. Here we have set up different stages and fields.

During the transaction process, 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 a document from the previous stage is loaded, for example, receipts, receipts, invoices, acts, invoices, etc.

The documents for this transaction immediately contain invoices for both the Suppliers and the Customer, which makes work on the order as convenient as possible.


This funnel has a “Request for Discount” stage. When a client requests special conditions, the manager moves the deal to this stage. The deal is automatically redirected to another direction (funnel)Non-standard request.

In this transaction, the General Director automatically becomes responsible, who decides on discounts and agrees on the terms.


Third funnelPending trades – if a deal from the Main Funnel 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 transaction.


We have created a development in PHP - a numberer, which, according to a certain logic, automatically assigns an order number in a deal created by a manager.

The same number goes into documents (invoices, invoices, closing documents).


Managers communicate with clients and receive orders via email. One client (from one email) may receive several orders for different equipment in one day.

In Bitrix24, it is impossible to split a chain of incoming letters from 1 contact into different deals, so that an email with one subject goes into one deal, and with another into another. All correspondence is duplicated into the first active transaction.

Since the deals are long-term, we have disabled email from lead generation and the manager manually enters deals when an order arrives.

And the developed numbering system allows you to maintain each order separately, having all the necessary information.


We divided the customer base into segments for further promotional e-mails.


We provided training for managers and executives. They showed how to work in CRM and process orders, as well as monitor pending transactions.


At the moment, the portal employs 8 employees: managers of the sales department, marketing department and managers.

They actively use CRM. They see what stage the transactions are at and have convenient access to documents. Set reminders for calls with clients.

Automation in case of non-standard requests and redirecting the transaction to the manager to agree on a discount greatly speeded up the work with orders.

Marketers use email templates and customer base segments to send out advertising mailings to attract new leads.


The company now has a convenient and transparent system of working both with clients and between the manager and the supervisor.

All long-term transactions are conducted in one system, which has significantly increased the speed of decision-making.

Orders are not lost, and managers control the process.

It is now easier to control the status of a deal, taking into account the complexity of the funnel (many stages) and storing documents in each deal.

During our work, we decided to switch from the Standard to the Professional tariff, which will allow us to carry out even more automation and expand our capabilities.


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