CLIENT INFORMATION

The ORTOX factory produces religious products, furniture and utensils for churches.

TASKS THE CLIENT CAME WITH

At the time of contact, the company already had boxed Bitrix24.

Main goals:

• Connecting communication channels

• Connecting and setting up telephony

• Building a personnel 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.

Then we started solving problems.

FOR SALES DEPARTMENT

Since sales are conducted directly through the online store, we have set up several communication channels with customers:

• Working with messages in the VKontakte group

• WhatsApp and Telegram were connected through the WAZZUP program

We placed a Bitrix24 widget on the site and added new channels and a feedback form to it.

We connected Beeline telephony: we set up incoming and outgoing calls, distribution between managers, connected extensions, automatic selection of the responsible manager depending on the region of the call, assigning a manager to the client.

ADAPTATION PROCESS FOR NEW EMPLOYEES

This is a separate funnel in CRM, in which automation and movement through stages using triggers are configured. Each stage is a control point (sending materials, scheduling meetings, testing knowledge) for the responsible employee of the HR department.

We also provided 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 website and writes his question to an open line (WhatsApp, Telegram, VKontakte, fills out a form on the website) or contacts by phone. The manager processes the application, communicates with the client and helps place the order. The new process in the HR department allows you to hire new employees and monitor their adaptation within one year.

BENEFITS FROM IMPLEMENTATION

When new clients contact through any communication channel, leads are created on the portal.

Working with them and with current clients is very convenient for the sales department, all requests are visible, and it is easy to make upsells based on early requests.

Not a single request is lost, all orders are processed promptly.

Thanks to the personnel adaptation process, HR employees escaped routine.

Now the system itself manages all points of interaction with a new employee in a single window. Setting up meetings, calls, setting tasks, chat, sending materials and more.

We described this process in more detail in this article:

How to simplify the onboarding of new employees in a company