Connecting communication channels, building a personnel adaptation process for the HR department
The ORTOX factory is engaged in the production of religious products, furniture and utensils for churches.
TASKS WITH WHICH THE CLIENT CAME WITH
At the time of the appeal, the company already had a boxed Bitrix24.
- Connection of communication channels
- Connecting and configuring telephony
- Building a staff adaptation process (for the HR department)
IMPLEMENTATION PROCESS, PROJECT FEATURES
We took the client's portal for maintenance, connected it to the git version control system, created a test portal and synchronized it with the production one.
We then proceeded to solve problems.
FOR SALES DEPARTMENT
Since sales are carried out directly through the online store, we have set up several channels of communication with customers:
- Working with messages in the Vkontakte group
- WhatsApp and Telegram connected through the WAZZUP program
We placed the Bitrix24 widget on the website and added new channels and a feedback form to it.
We connected Beeline telephony: set up incoming and outgoing calls, distribution between managers, connected extension numbers, automatic selection of a responsible manager depending on the region of the call, assignment of a manager to a client.
ADAPTATION PROCESS FOR NEW EMPLOYEES
This is a separate funnel in CRM, which is configured for automation and movement through stages using triggers. Each stage is a point of control (sending materials, scheduling meetings, checking knowledge) for the responsible employee of the HR department.
We also conducted training for employees on the adaptation process.
WORKING WITH THE SOLUTION. RESULTS ACHIEVED
All communication channels are actively used in the sales department. The client selects a product on the site and writes his question to an open line (WhatsApp, Telegram, Vkontakte, fills out a form on the site) or calls. The manager takes the application to work, communicates with the client and helps to place the order. A new process in the Human Resources department allows for the recruitment of new employees and monitoring of their adaptation within one year.
ADVANTAGES FROM IMPLEMENTATION
When new customers contact through any communication channel, leads are created on the portal.
Working with them and with current customers is very convenient for the sales department, all calls are visible, it is easy to make up-sells based on early calls.
Not a single request is lost, all orders are processed promptly.
Thanks to the process of adaptation of personnel, the employees of the personnel department have left the routine.
Now the system itself maintains all points of interaction with a new employee in a single window. Appointment of meetings, calls, setting tasks, chat, distribution of materials and more.
We talked about this process in more detail in this article: