Agroeko has introduced a CRM system based on Bitrix24

2025: Implementation of CRM system based on Bitrix24

1C-Bitrix at the end of April 2025 informed TAdviser about the implementation of the project on the introduction of a CRM system for the agro-industrial holding Agroeko.

Consistently developing the infrastructure, the company forms a single IT system, in the center of which is CRM based on Bitrix24. It was she who became the assembly point for sales, marketing, client service and communications.

As reported, Agroeko Group of Companies is one of the leaders of the domestic pig industry, leading a vertically integrated holding with a full cycle: from crop production to meat processing. The holding's structure includes pig-breeding sites, selection and genetic centers, feed mills and a large meat processing enterprise. As of April 2025, the number of employees exceeds 9,000.

𝓲

Фото: 1C-Bitrix

For Agroeko, IT infrastructure is not just a set of services. It is important with the help of technologies to create such a system of communications with the client in order to get maximum feedback and continuously improve the product and service. This is part of a business strategy based on a customer environment.

The digital transformation in Agroeco relies on a strategic management philosophy.

Clientocracy is the rejection of rigid vertical and regulations in favor of systems where each employee works with an awareness of his role in creating value for the client. This is an approach in which an initiative to improve the client experience is born not only from above, but also on the ground.

This choice is explained by the specifics of the business: Agroeco sells not just a product, but the result of a complex cycle - from genetics to meat shipment. It is important not only to produce high-quality products, but also to build a delicate, verified work with clients who have high requirements for service, deadlines, transparency.

𝓲

Фото: 1C-Bitrix

CRM in this system is a link. It helps to connect disparate sections of the client path: marketing, sales, service, logistics, auctions. This is not a control tool, but a navigator that gives employees the necessary information and helps them act in the interests of the client, and not on a formal checklist.

This approach changes the behavior of employees. They're not just doing tasks anymore. They become active participants in the client path: they see the full picture, understand how their actions affect the client, and can quickly adjust processes.

To put this approach into practice, you need to set up an understandable and secure platform that can cover all business processes and accumulate customer data.

At the time of the start of the Bitriks24 project, Agroeko was already used - but as a corporate portal. It serves as a universal platform for news, knowledge base, communication, job assignment and inter-division application. Employees could order a pass, leave an application to the IT department or for garbage collection, get a directory of abbreviations or go through the "novice folder." The platform was part of the holding's IT landscape, but did not cover key business processes.

𝓲

Фото: 1C-Bitrix

In order to maintain the focus on the client, increase transparency, speed up the reaction and support the development of a customer-oriented business model, the company has come to the need to implement a CRM system. It was important not only to "digitize sales," but to create a digital ecosystem that combines the work of marketing, client service, claims department and other participants in the client path.

RDN Group became a partner in the implementation of the project. It was decided to build a system approach with the integrator team: from analytics and design to the launch and support of CRM based on Bitrix24.

The Bitrix CRM system 24 was supposed to be the digital heart of the client path. At the same time, it was important to maintain a single standard of service quality at all stages of interaction with the client.

𝓲

Фото: 1C-Bitrix

A list of tasks was born from the goal, which determined the vector of all further work:

• Centralization of customer data - so that each manager sees the full history of interaction and can act proactively, and not react after the fact.
• Increasing the speed of information processing - eliminate duplication, manual input, loss of communication and achieve an operational response to requests.
• Management of the full cycle of interaction with the client - from the first touches and marketing activities to claims and Integration with external and internal systems - ERP, document management, telephony, auction platform and other links of business processes.
• Transparency, Security, Scalability - Ensure data is accessible, protected, and used efficiently in company-wide analytics, planning, and management.

Before the implementation of CRM in Agroeco, a comprehensive analysis was carried out aimed at describing key processes, collecting requirements and formalizing integration scenarios. Particular attention was paid to the future CRM architecture: user roles, channels of interaction, points of integration with external systems and end-to-end business processes. This made it possible to build a transparent and scalable model, based on the logic of the client path.

On the basis of Bitrix24, end-to-end processes were implemented, covering the entire client path:

• Leads - created manually or automatically, distributed to directions.
• Transactions and contracts - are drawn up through smart processes with the automatic creation of entities.
• Negotiations - recorded through a separate smart process to track the stages of interaction.
• Implementation - covers the product shipment process, including up to 200 operations per day.
• Entities: companies, contacts, details - data is synchronized with all accounting systems associated with business processes.

CRM has been associated with a number of internal and external services:

• ERP systems and document management
• Telephony, Email, SMS
• Instant messengers, social networks, web forms

This is an important element of the project that helps to implement one of the main principles of client control - to receive maximum client calls from different sources and quickly make decisions based on feedback.

The project included not only standard CRM functions, but also custom solutions for business needs:

• Smart process "Exhibitions" - to collect applications during offline events
• Trade marketing tools - track discounts, KPIs and sales plans by customer
• Single window for working with complaints - with automatic appointment of a responsible manager and full analysis of the reasons for cases

The final step was the distribution of roles. Employees from more than ten departments are connected to CRM, including marketing, sales, customer service, analytics, supply chain and quality service. Access rights have been set up for all entities and a role model has been created that takes into account the peculiarities of each department.

CRM Bitrix24 became for Agroeco not just a accounting system, but the basis of the operating model of working with the client.

The client's path begins with an application - it can arrive by phone, from a form on the site, from a marketing mailing list, or even at an exhibition. In CRM, the lead is automatically created, which enters the manager's job. If the client is already in the database, the information is pulled up automatically, and if the new one, CRM leads it through the funnel of the presale.

After confirming the interest, the smart process "Contract" is created, then the process "Implementation," within which shipments are recorded. Up to 200 shipments can be processed per day. All key steps are accompanied by automated actions: notifications, status changes, tasks.

An important block is claim work. When a complaint is received, CRM automatically assigns a responsible account manager, aggregates all information by customer, and allows you to conduct analytics for the reasons for the cases. This helps not only to respond quickly, but also to identify recurring problems, reducing the level of discontent and loss.

We want to register not just claims, but how we work them out. What changed in production, how the client was brought to the enterprise. This is the work with the client for real. told Pavel Yushko, IT Project Manager

All information on the customer - orders, negotiation result, contracts, requests, claims - is now stored centrally. This data is used as a base for the transition to datacentric management: reporting, dashboards, analytics and forecasting. This not only makes it easier to work with current customers, but also helps to develop a strategic approach to sales and service.

The implementation project of CRM Bitrix24 in Agroeco covered a wide range of tasks - from process architecture to custom development and integration. The system is built with the expectation of scale and development: it already serves thousands of employees and dozens of customer service scenarios.

𝓲

Фото: 1C-Bitrix

Key Project Indicators:

• Building an Internal Unified Commercial Department Ecosystem
• Uniform integration rules, end-to-end analytics, point-of-occurrence data exchanges
• 2000 + platform users with scalability
• Funnels in key areas of sales and service
• 61 Automated Business Processes
• Using Elements of Artificial Intelligence, RPA, Embedded Language Models
• More than 10 smart processes
• 125 data migrations and configurations

Results:

• 25% reduction in lead processing time
• 10% increase in conversion to contracts
• 45% more efficient handling of claims

Such results were made possible by deep process development, flexibility of the Bitrix24 platform and a systematic approach to implementation. As a result, the company received not just CRM, but a tool for growth and customer relationship management.

The implementation project of CRM Bitrix24 has become an important stage for Agroeco on the path of large-scale transformation. But this is just the beginning. The company has already planned the following stages of the development of the digital environment around the client:

• The datacentric management model is the creation of an enterprise data warehouse (QCD), the implementation and development of MDM (Master Data Management) and the construction of BI analytics layers that will allow you to make decisions based on the data obtained
• The client's personal account is a digital interface through which buyers can track the status of orders, receive notifications, manage documents and interact with managers directly.
• Integration with the auction system - launch your own trading platform and connect CRM to trading for complete transparency and manageability of commercial operations.

The introduction of CRM based on Bitrix24 into the IT infrastructure has become an important step for Agroeco towards the transformation of culture and business approach.

The company has created a digital space in which employees can act proactively, customers get fast service, and data becomes the basis for growth. This approach requires maturity and systemic thinking. Agroeko is confident that digital maturity is not only about modern software. This is about the company's ability to put the client in the center, and confirm it with actions every day.