Gendalf has implemented a CRM system for Retail Group

2022: CRM Implementation

On April 13, 2022, GANDALF announced the implementation of a CRM system for the Retail Groups of the Rostov division of the Fit Service network of car services.

The large number of cases and the tendency to increase the client base influenced the decision to implement the CRM system (Customer Relationship Management or Customer Relationship Management). Among a large range of finished products, the Bitriks24 system was chosen for implementation, GANDALF specialists were involved as an integrator.

The scope of the customer's business process automation included:

• work with existing clients;
• establishment of new clients;
• establishment of contracts and requests for repair and maintenance;
• Monitoring the status of requisitions;
• Automate reporting for each manager.

Early software support for interaction with the client was implemented on the basis of Google documents with remote access settings.

During the negotiations, a technical assignment was formed, including work on three funnels: personnel selection, contracts, repair requests. At the stages of the project, GANDALF specialists adjusted the system based on the detail of funnel levels.

For the convenience of users, a system of prompts and alerts was created, customer and applicant cards were formed. For the peculiarities of the work of car services, contract templates were created and implemented. A separate part of the project implementation was the setting up of accesses and rights in CRM. A number of functions that do not require the personal participation of managers and managers were implemented using bots. For example, sending a notification about an invitation to an interview, creating and transferring check lists, Telegram notification for employees. The integration of the mail service made it possible to send letters to customers directly from Bitriks24.

The result of the project implementation is the CRM-system Bitriks24 configured for the Customer's business processes, deployed using cloud technologies and uniting 3 regional divisions in Rostov-on-Don.

In addition to the obvious advantages of working with customers and potential personnel, the project results can include operational control over the workload of car services in real time.

After the implementation of CRM, Bitrix24 significantly accelerated and simplified the work of managers. The process of monitoring the execution of orders has become more transparent, business manageability has increased. A customer card makes it possible to form a personal approach, which increases competitiveness in the market, "said Executive Director Zhdanova Maria.