Norbit digitalized the work of the Center for Social Services of the Moscow Region

2025: Social Service Recipient Relationship Management System Launch

Norbit has launched a relationship management system for the ANO Center for Social Services of the Moscow Region (CSO MO) with recipients of social services based on the Bitrix solution. 24 Also, for the convenience of specialists, a specialized mobile application was developed. The comprehensive project made it possible to structure the entire volume of services provided, increased transparency and control, and also accelerated the preparation of reports by 90%. Norbit announced this on March 18, 2025.

Historically, employees of the CSO MO received tasks and reported on them manually (sent photos and a written description), without using digitalization systems. Since the center serves more than 8,000 recipients of social services, the volume of work was colossal, accounting errors occurred and it was difficult to control the activities of employees. The organization turned to NORBIT, where they proposed a CRM system on Bitrix24 as a solution to problems, which automates and standardizes all manual operations. The integrator team gathered process analytics to describe the requirements even before the start of implementation.

At the first stage, the CRM functionality was deployed, configured and finalized. Now the heads of sites and sectors conduct all activities in a single system. They draw up cards of recipients of services, set goals and tasks for social workers, monitor their implementation. As a result, reports are formed in different formats: according to standard Bitrix templates 24 for managers and top managers and customized options for state standards. CRM is integrated with external sources: 1C: Enterprise Accounting, 1C: Payroll and HR Management and FCM (Firebase Cloud Messaging). Due to this, direct data exchange has been established and salary calculation, the introduction of data on new wards of the center and accounts for the provision of services have been automated.

At the next stage, NORBIT specialists created a mobile application for operating systems iOS and, Android which is integrated with CRM. In it, social workers record the status of tasks, load reporting documents (photos, accounts, other materials) and communicate with the manager. There is also access to the knowledge base and news section.

At the final stage, the NORBIT team conducted training for key users and the system administrator, prepared relevant instructions and documentation. The plans for expanding the project include developing a site and launching an HRM system on Bitrix.

The introduction of a relationship management system with recipients of social services is an important step in the development of our center. It will allow building interaction with wards at a qualitatively new level. Now we can respond more quickly to requests, more accurately analyze the needs of each person and adjust support in a timely manner. CRM not only optimizes internal processes, freeing employees' time from routine, but also helps us maintain the most important thing - human participation. Thanks to the system, more attention is paid to personal interaction, rather than filling out documents. I would like to thank the NORBIT team for their coherence, responsibility and competence, said Sergey Moskvin, General Director of the ANO "Center for Social Services of the Moscow Region."

It was important for us to implement a project that directly affects the quality of life of people, as well as inspires the further development of solutions for the social sphere. This is not just a technical task. It required a deep understanding of the specifics of such work. We have adapted the system for unique needs. Special attention was paid to the training of employees. It is important that technologies become a reliable assistant for them, and not a barrier, noted Elizaveta Meledina, director of business development at NORBIT.