Russian Glass Company automates communication with customers and employees with the help of Bitriks24

2021: Automate communication with customers and employees with Bitrix24

The Russian Glass Company automates communication with customers and employees using Bitriks24. This was announced on September 23, 2021 by Korus Consulting.

The growing number of RSK customers and the territorial distribution of the enterprise required the creation of a centralized tool for the work of sales and marketing departments.

During the comprehensive project, a single information space was built on the CRM modules and the Bitriks24 Corporate Portal, which made it possible to ensure sales, marketing processes, as well as manage work with staff.

The CRM system created automated the full sales cycle at RSK and the processes associated with participation in tenders. The mechanics of processing incoming requests from customers are optimized and systematized.

The solution focuses on the collaboration of users - both managers and managers, as well as functions that allow you to monitor the key performance indicators of specialists throughout the process of interaction with the client. The system was integrated with a mail service. Microsoft Exchange A separate reporting unit was implemented for management. Additionally, CRM has been integrated account system 1C with for exchange data in sales processes.

One of the important tasks during the creation of the CRM system was the implementation of the function of collecting information about customer requests through various communication channels. For this, integration with Open Lines, a special tool of Bitriks24, was involved. "Open lines" collect messages from different channels, distribute them to responsible employees and store them in CRM. At the same time, employees see customer questions in the internal Bitriks24 chat, answer inside the chat, and customers receive an answer in the communication channel where they asked the question - in the messenger or social network. In the "Russian Glass Company" a similar function for September 2021 is already working in relation to Facebook, Instagram, Telegram. The plans are to connect communication in WhatsApp.

{{quote 'An important task in implementing Bitrix24 for us was to automate marketing newsletters. Integration with mailing service Mailchimp allowed us to plan and conduct mailings, taking into account the interests of all customers, "said Olga Prokhor, head of marketing at RSK. - Additionally, the CRM system has enabled us to monitor our partners and resellers' availability of RSK marketing materials and to monitor the effectiveness of the activities that we regularly carry out for various target audiences. Directly in CRM we see reports on registered and actually present participants of our seminars. Now all data related to our marketing activities are in a single database. }}

In parallel with the implementation of CRM, KORUS Consulting experts created a corporate portal for the Russian Glass Company - the Intranet on Bitriks24, to which all employees of the organization are connected. HR received a tool to store and organize access to materials about the company, the full list of employees, and the organizational structure. Modules were also implemented for automating the onboarding process, setting individual plans for employees, the process of their implementation and passing tests as part of a specialized module of testing and questionnaire of specialists.

The choice of "Bitriks24" to create a comprehensive solution that combines three functional areas - sales, marketing interaction with customers and personnel management, is logical for a Russian company that seeks to work faster and better competitors in the market. With the help of the CRM system, RSK management will understand the situation in the company in detail and will lay the potential for future business growth, which is supported by such a convenient tool as Bitriks24, "said Olga Gurskaya, director of the CRM department of KORUS Consulting.