Kerama Marazzi (1C-Bitrix24)

2023: Unified CRM system for Kerama Marazzi Group of Companies

Tasks

• Perform pre-design analysis and develop technical documentation for automation business processes sales and integrations with CRM the -system;
• Tailoring sales business processes for different customer roles;
• Set up efficient omnichannel sales and lidogeneration processes.

Tailoring Business Processes

Standardized and prepared for implementation business processes in Bitrix24, which will be applied in all regions for different customer roles. As part of this phase of work, the following key processes were standardized:

1. The LEAD process.
2. Online and offline sales process, from offering an item to purchasing it.
3. Organize interaction with designers and architects, which includes concluding contracts, collecting information about potential customers and inviting them to events, the process of processing customer complaints and requests.
4. In the pilot region of Ufa, the Retail process was launched, including online and offline purchases. You have entered a payment module that allows you to send customers links to pay for orders at a fixed price.

source = CIT Fact

The CRM system has integrations that apply to all departments:

1. With the rights and role configuration system, access control.
2. With forms on the website of the claim and appeal: formation of leads and transactions.
3. With mailboxes.

Results

• Each division of the pilot region of Ufa managed to maintain its regional specifics, despite the implemented common platform.
• KERAMA MARAZZI received a tool to increase sales through systematic control of managers and setting up additional channels of communication with customers.
• A smart process has been developed for different target groups of clients: architects, designers.
• The CRM system enables omnichannel collection of customer information. The manager does not spend time refining the data and quickly answers customer questions. Replacement managers easily accept current tasks based on the history of communication.