Stilfort doubled the number of loyal customers using automation

2025: Business Process Automation

Stilfort doubled the number of loyal customers using automation. Axioma-Soft announced this on April 21, 2025.

The company maintained management records in the 1C: Management of Trade and Customer Relations program (hereinafter 1C: UTiVSK). But the CRM module included in the PCB was not configured and was not used by managers, which made it impossible to take a systematic approach to working with clients. Managers did not track appeals, did not analyze the causes of failures, and their daily activities were left without control. In addition, technical failures caused by the restriction of access rights by partner groups led to 1C freezes. Because of this, customers waited a long time for billing. All processes slowed down.

These problems negatively affected the business: the speed of work decreased, customers left, and resources were used inefficiently. The company needed a solution that would optimize processes and regain control over customer relationships. To eliminate these problems, the company turned to the experts of Axioma-Soft LLC.

At the first stage, during the pre-project survey, specialists conducted interviews with managers and the manager to identify key processes in the 1C:CRM. The result of this work was an "Analytical Note" with a detailed description of processes and recommendations for improvement.

Further, at the stage of modeling business processes, the team visualized the company's processes in 1C:CRM and proposed optimization that takes into account the peculiarities of the work of users with limited rights. The developed model was agreed with the company's employees.

The third stage - the introduction of automation - has become the largest. A sales funnel was set up with the integration of communication channels, including email, WhatsApp, Telegram and telephony. Also implemented triggers that automate the key stages of work: creating a commercial offer, placing an order, controlling payment and closing a transaction. Additionally, we automated the completion of the Revenue field and the planning of customer interactions. The system interface was simplified: they created a single desktop and optimized access rights, which allowed managers to work without delay.

At the fourth stage, the sending of commercial proposals was finalized, adding the "Sent by KP" sign to the form of the "Interest" document. This eliminated duplication of documents and automated the transition to the appropriate stage.

The final step was to train employees. Managers received step-by-step instructions, and the manager underwent individual training on working with triggers and analytics.

The implementation has yielded tangible results. The number of loyal customers has doubled thanks to automatic reminders of interactions. The workplaces of five users were fully automated. Application processing time was halved, as managers no longer spent hours looking for case history - all information was stored in the client's feed. Management control has become more transparent: using widgets and daily reports, it has become possible to track the department's KPIs and the effectiveness of each employee.