Business process automation is not just a trend, but a necessity for successful management and scaling of a company. In this case study we will tell you how Sli-Group helped one of its clients, a large retail chain, not only to implement CRM-system Bitrix24, but also to completely restructure internal processes to increase sales and improve service quality.

About the client

Our client is a retail chain with 10 shops across the country, specialising in the sale of household goods. Prior to implementing a CRM system, the company faced a number of challenges:

• Disjointed order management, due to which customers were lost at different stages.
• Low level of supervision of managers’ tasks, which led to customer dissatisfaction and missed opportunities.
• Lack of a unified customer base, which hindered a personalised approach and reduced the quality of service.

Tasks to be solved

In order to improve the company’s performance, we had the following objectives:

• Create a unified sales management and order processing system.
• Automate customer interactions and set up task tracking.
• Ensure history of customer interactions are retained to improve customer service.
• Speed up order processing and reduce response time to enquiries.

Solution: implementation of Bitrix24

To solve the set tasks we offered Bitrix24 implementation and adaptation of the system to the specific needs of the client.

• CRM implementation and customisation of sales funnelsWe created multiple funnels for different types of customers and orders. This allowed managers to track each stage of the transaction more clearly and respond faster to enquiries.
• Automation of order distribution : With the help of automatic notifications and tasks in Bitrix24, orders started to be distributed to managers automatically, which eliminated delays and reduced order processing time.
• A personalised approach: Retaining the entire history of customer interactions helped managers to offer relevant products and services to customers, increasing loyalty and repeat sales.
• Monitoring of tasks and their implementation: We implemented a task control system where each manager and employee had clearly defined tasks with deadlines, which improved productivity and discipline in the team.
• Integration with Telfin and Wazzup: We set up integration with Telfin virtual telephony and messengers via Wazzup. This allowed calls and messages to be handled in a single Bitrix24 window, improving the speed of communication and reducing the number of missed requests.

Results

The results of the implementation have exceeded expectations:

• Reduced order processing time by 35%: Thanks to the automation of order distribution and improved coordination of managers, the response time to customer requests has been reduced.
• Increased conversions by 20 per cent: The introduction of sales funnels and personalised customer service has increased sales and repeat purchases.
• Better control over tasks and employee performance : Each employee now understands their area of responsibility, which has reduced the number of deficiencies and improved the quality of task fulfilment.
• Enhancing customer loyaltyBy keeping a history of interactions, customers receive personalised offers, which strengthens their attachment to the company.

Conclusion

This case study demonstrates how automation with Bitrix24 and integration of additional tools, such as Telfin and Wazzup, enable businesses to optimise processes, improve customer interaction and increase sales. As a result of the implementation, the company was able not only to increase the productivity of its employees, As a result of the implementation, the company was able not only to increase the productivity of its employees, but also to improve customer satisfaction, which led to an increase in sales and strengthened its market position.