We completed the configuration of Bitrix24 for the company which specializes in import of premium cars from the USA to Russia. Here are the steps taken:
Analysis and planning
- Defining the sales process. We traced and analyzed the sales process from receiving an application to signing a contract and delivering a car to a client.
- Identifying the customer touchpoints. We identified all the ways the clients can contact the company (email, phone calls, messengers).
CRM configuration
- Creating a lead funnel. We set up the lead funnel stages corresponding to the stages of the interaction with customers.
- Automating the process. We configured an automatic task creation for managers at every stage of the transaction as well as sending notifications to clients about their order status.
Connection of communication channels
- Integrating telephone system. We installed IP telephone system to connect the clients directly via CRM.
- Connecting messengers and social networks. We added WhatsApp and Telegram for the customer convenience.
- Setting up an email. We set up a corporate email to capture the applications automatically in CRM.
Document templates
- Uploading the contracts templates. We uploaded the sales contract templates to the company’s system. It enabled the managers to quickly prepare the necessary documents for the clients.
The staff training
- Providing the CRM training. We provided the staff training so they could use all the features of Bitrix24 efficiently.
- Providing the materials and instructions. The staff got access to the instructions for working with CRM as well as video tutorials.
Due to these steps, we significantly improved the working process with the clients and automated the routine tasks. It allowed to increase the team work effectiveness as well as the customer service quality.
