CLIENT INFORMATION

Yulia Trus is the founder of the Moscow Academy of Economics and Development (MAED), an educational institution for additional personal and corporate training in the field of sales and marketing.

WHAT TASKS WERE SET

We contacted you to implement Bitrix24. The company already had a cloud portal, but previous integrators were unable to fully complete the full implementation and it was decided to re-conduct a comprehensive analysis of business needs and an audit of all existing settings on the portal.

Since the company sells online and offline courses, most of the work took place on the online learning platform GetCourse, so one of the most important aspects of the implementation was the integration of two independent systems Bitrix24 and GetCourse, as well as maintaining sales analytics in a single place. Moreover, there was a problem of double work on an order, when work with the same client was carried out in two systems, while the transaction and the order were not synchronized with each other.

IMPLEMENTATION PROCESS, PROJECT FEATURES

To solve the company's problems, a number of works were carried out to set up the CRM block, our own integration module for Bitrix24 and GetCourse was developed, and an application was developed for generating analytical reports, which is not implemented by standard means. Also, as part of the optimization and improvement of these and future developments, a transition was made from the cloud version of the portal to the box version.

CRM

Communication channels connected

• improved integration with Tilda sites: the ability to search and add an existing contact in CRM to the card has been added to the lead creation processor;

• integration with WhatsApp through the Wazzup service;

• connection and integration of the Carrot Quest service;

• connecting and setting up Bitrix24 telephony.

Lead and deal funnels have been set up:

• setting lead statuses;

• setting up deal funnels and their stages:
• “Incoming requests” – for processing applications from new and current clients;
• “GetCourse Orders” – deals are automatically created in this funnel for created orders from the GetCourse service;
• “Payments” is the funnel with which the accountant works; transactions are created in it to process payments for customer orders;
• “Returns” is a funnel in which refunds for customer orders are processed.

• connection and integration of the Carrot Quest service;

• connecting and setting up Bitrix24 telephony.

Added custom fields to the CRM entity and configured the general appearance of the cards.

CRM directories have been set up.

Product items were normalized and a 3-level hierarchy of the product catalog was created.

AUTOMATION IN SALES

Robots have been configured in leads and deals to automatically set tasks and change stages

Business processes created:

• Automatic generation of leads for orders created by clients themselves, as well as when registering for free trial lessons.

• To manually link and synchronize a deal and an order: the manager enters the order number in the deal, which in turn is automatically created in the order funnel, and all the necessary information on the order (product, how much paid, how much remains to pay, etc.) becomes available in the order card transaction on which work is carried out with the client.

• To create and control payment - the manager fills in the necessary payment data in the transaction card, attaches files or screenshots and launches a business process that automatically creates a new transaction in the “Payment” funnel with all the payment information, as a result, an accountant working with this funnel , receives a task to reconcile and confirm each payment. When the accountant confirms full payment for the order in the related transaction, the stage automatically changes to successfully completed without the participation of the responsible manager.

• To create a refund for an order, the manager launches a business process in the transaction card, and a transaction is created in the “Returns” funnel with the necessary information for processing the refund

DEVELOPMENTS

1. We developed our own integration of Bitrix24 with the GetCourse service, which allows:

• automatically create deals for created orders in GetCourse;

• check for the presence of an existing client or create a new client and link it to the created transaction;

• synchronize the deal status in Bitrix24 with the order status in GetCourse;

• transmit and update information about the payment amount and how much remains to be paid;

• transmit other information from the order, including the product, which is compared with the Bitrix24 product according to the hierarchy and inserted into the transaction.

2. An application for generating analytical reports has been developed. Based on the application, it is possible to build extended reports by product, which is not available in the standard Bitrix24 functionality.

The app includes a conversion report and a financial report. They are showing:

• number of transactions and leads by manager, department, product, tariff, source;

• conversion by manager, department, product, tariff, source;

• average bill by manager, department, product, tariff, source.

WORKING WITH THE SOLUTION. RESULTS ACHIEVED

As a result, the CRM system and integration with GetCourse were fully configured, thanks to which orders are automatically transferred to Bitrix24, fall into the necessary funnels, fields are filled in and new contacts are created.

Automation has been set up: robots and business processes.

The implementation of tasks is monitored at all stages, thereby increasing work efficiency.

BENEFITS FROM IMPLEMENTATION

The speed of decision making has been reduced for all employees. It has become more convenient to work; now managers do not need to switch between different systems. The entire process is concentrated in the Bitrix24 interface.

The work became transparent and controllable due to the fact that all channels and sources of leads were integrated. Processing is faster, nothing is lost, and you can always view the download at any stage.

Employees actively communicate in Bitrix24, participate in informal correspondence, and congratulate each other on their birthday. The portal has become a unifying factor for them, especially in remote work mode.