PROCRM

Combining all applications into one system

We received a request from the NCARS car dealership for the selection and implementation of a CRM system for imported and sold cars, car accessories, charging stations, and much more. They have galleries in Odesa, Kyiv, Lviv, and Dnipro.

The main need is to select and implement a CRM and set up a high-quality integrated configuration to combine applications from different sources into the system for comfortable management in the workspace. Also very important for clients is the distribution of applications to responsible managers according to the location of the gallery, as well as basic automation.

Main tasks

After describing the system requirements during the consultation process, the main tasks have been determined

• Conduct a process audit
  Project analysis with architectural description, BPMN business process diagram and reference terms.
• Implement CRM
  On the basis of auditing, configuring creation and sales functions with the ability to control the stages of car selection.
• Set up integrations
  Integrations with the website, Facebook, Viber, and Telegram bot. Combine all applications in a workspace.
• Automation CRM
  Automatically distributing the requirements for the responsible manager by the city, automating the sales channel.
• Technical support
  Maintenance and continuous technical support of the CRM system.

CRM Solution

After auditing the processes, we selected the CRM system to best meet the requirements and start implementing. Preferential potential customers are personalized at the request of customers and the requirements of the company. The basic sales automation and the automation of the generation of potential customers have been created. According to the city's city, it is processed by the respective city manager. Integrated with the Facebook Form, Viber, Telegram Bot, WhatsApp, and Facebook's comments and comments were created.
In addition, the ability to write to customers first from CRM through the messenger the configuration. After high quality deployment and successful CRM launch, the project has been transferred to continuous technical support.

As a result, the client received

1. Increase productivity
   Automation of routine actions has reduced the workload of employees. This allowed them to focus on more important tasks.
2. Improved customer retention
   Improved customer retention rates due to combined data and more personalized service.
3. Reduced response time
   CRM provided quick access to customer information, which led to a reduction in response time to their requests and problems.
4. Improved sales tracking
   CRM allowed for more efficient control of sales channels, which led to an increase in the number of successful transactions.

How to quickly integrate CRM into business and train team?

Red Hot Coffee Beans is a coffee brand that requested that we choose and build a CRM system. It became vital to integrate these applications into a single system and create sales funnels because managers were spending more time processing consumers from the online store, different social networks, and messengers.

The features were:

• Get the ability to send SMS to customers directly from the CRM

• Implement warehouse accounting

• Set up integration for fiscalization of orders

Main tasks

Following a thorough analysis of the request and an express-consultation to choose a CRM system, the client and the business analyst assigned the primary tasks.

Pre-project analysis

Audit and description of business processes in BPMN, description of process architecture, building a clear technical task

Implement sales funnels

Stages of a lead before its qualification, reasons for refusal, automation of SMS sending from CRM, order funnel with fiscalization

Set up warehouse accounting

Control of balances, production stages and shipment statuses of Nova Post

Integrations

Securely configured integrations with communication, fiscal, and telephony services

Training team

Train employees on how to work in the CRM system

CRM Solution

After a pre-project investigation, we chose a framework and actualized lead funnels and deals for comfortable handling of all orders. Automation of sending SMS messages utilizing the TurboSMS benefit has been set up and other integrative have been associated:
a web store, Telegram, Viber, Binotel telephony, and mail.

Stockroom bookkeeping has been actualized to control equalizations, the capacity to see the stages of generation, as well as the status of sending bundles, thanks to integration with the Nova Poshta account. 

In addition, integration with the CheckBox service was set up to fiscalize orders.

After the successful implementation, the team was trained to work in the new CRM system.

As a result, the client received

1. All requests in 1 workspace
   Requests from different sources are now on 1 window, which significantly reduced the % of lost orders and increased the comfort of the manager's work
2. Automated routine
   Automatic SMS sending directly from the CRM system and fiscalization of orders in 1 click significantly saved managers' time
3. Control over coffee sales
   Convenient control of production stages and delivery statuses, as well as accounting for product balances
4. Trained employees
   We conducted an introductory training that allowed the team to quickly learn the new CRM and get involved in the work.

The main problem was a very large flow of incoming applications to the cloud CRM system, which could not withstand such pressure and constantly failed. Therefore, the main request was to find a solution to this problem, choose another CRM or switch to a boxed solution of the existing system that would meet current and future business requirements, as well as implement all the necessary sales funnels and set up integrations.
We implemented a boxed CRM system and customized the appropriate funnels for each of the business lines. The setup was carried out taking into account the future growth of the business and an even greater number of incoming applications. Automation of reminders in CRM for working with clients and automatic instructions for the sales manager were set up. Also, CRM integration with the website, WhatsApp and Viber messengers, and social networks was set up. 
After all the settings, we gave the CRM system for testing, conducted training for employees and described the necessary instructions for work, after which the project switched to technical support.

How to keep production and sales under control?

We were approached by a coffee production company with a request to select a CRM system that would allow them to keep production and sales under control, as well as quickly receive and process orders from various traffic sources in a single system.

Main tasks

After a detailed analysis of the request for express consultations, the company owner together with the business analyst set the main tasks

1. Implement a lead funnel

To be able to see the stages of the lead before it is qualified and see the reasons for refusal

1. Implement a sales funnel

Be able to adjust orders with order fiscalization

1. Transfer orders to production

See the stages of production

1. Transferring an order for shipment

See the stages and statuses of Nova Poshta using the integration

1. Integrations

Provide integrations with the website, messengers, social networks, telephony

1. Automatic SMS sending

Automation of sending SMS messages from CRM

Solution

The solution was the implementation of KeyCRM with the automation of sending SMS messages using the TurboSMS service and integration with the Tilda CMS website. Also, integration with telegram and viber chatbots was set up, Binotel telephony was connected, and integration with Nova Poshta's personal account and Checkbox was implemented.

Additionally, the client needed a convenient and efficient solution for calculating the cost of production, taking into account the proportions of components and the weight of the finished product. We are always happy to help our clients with any automation, so we developed a calculator based on Google Sheets.

As a result, the client received

1. Reducing the % of lost orders

Thanks to integration with the website and effective funnels

1. Unified communications in 1 system

Without leaving the system, you can communicate with customers from different sources

1. Management of production and logistics processes

Direct control over the stages of these processes and the ability to see the current status of the order

1. Automation of processes

Automatic sending of SMS, automatic fiscalization of orders, obtaining NP statuses

How to increase the efficiency of processing incoming requests?

No matter how you slice it, any business has sales processes that can be automated. The info business is no exception.

We were approached by a fairly large company that provides advertising services, posting in its Telegram channels.

The main requirements were as follows:

• The system should be convenient for managers to increase their efficiency

• Managers should have clear control over the work of employees

• Statistics and analytics should be available to identify growth points

Main tasks

After a detailed analysis of the requirements during the express consultation, the manager and the business analyst described and recorded the main tasks for implementing the CRM system

1. Implement lead and sales funnels

To be able to see the stages of the lead before its qualification, the stage of the opportunity, the reasons for refusal

1. Automation

Develop automation of deferred messages in telegram bots

1. Processing of incoming requests

Set up automatic distribution of requests between managers

1. CRM analytics

Set up clear reports that help analyze and monitor the work of managers

1. Integration with Telegram

Develop reliable integration with 15 Telegram bots

1. Instructions

Write clear instructions and work regulations for managers

Solution

The solution was the implementation of a CRM system in the Express Implementation format with automation and securely configured integrations, which allowed sending deferred messages to 15 telegram bots. A system of automatic distribution of incoming applications, high-quality lead funnels and opportunities was implemented, which became a new standard for the business in processing incoming applications.

Also, the implemented system allowed managers to conveniently and quickly monitor the work of managers, obtain the necessary statistics and easily analyze employee performance.

As a result, the client received

1. All applications in 1 system

All processing of incoming requests from 15 telegram channels is now carried out in a single CRM system

1. Optimization of lead processing time

Clients began to receive responses from managers faster

1. Increase in the speed of internal interaction

Call forwarding, inviting employees to chats, funnel automation, and other automated processes have become an integral part of the work

1. Employee training has been organized

We have built a high-quality onboarding system that speeds up the training of new employees due to automated instructions at each stage

How to automate processes and digitize business?

To reach a new level of development and revenue, a company needs to optimize its business processes, establish company management, and digitalize its business. We received such a request from a company that sells, installs, and maintains climate control equipment: “We want to set up a single system for the company, where everyone will work.” The company had a CRM, but at that time it was used by only 1 person out of the entire staff.

The initial requirements were as follows:

• Make improvements to the equipment service funnels in the existing CRM system

• Build sales funnels: leads and opportunities, purchases

• Automate reminders and SMS sending

• Establish cooperation between departments in the system, conduct training

Main tasks

In accordance with the client's business requirements, the main tasks were set and completed

1. Automate sales funnels

Implement B2B and B2C sales funnels and automate them

1. Set up service and support

Properly set up and finalize the service and support funnel

1. Set up integrations

Set up the interaction of the system with the website, accounting system, messengers, and other external tools

1. Implement an online office

Transfer internal communication to the system and move away from walking around the offices

1. Conduct employee training

Train employees to work in the system, prevent employee sabotage

Solution

We have implemented comprehensive automation of the sales department, set up reminders for employees, SMS to customers, document flow, procurement process, and much more. We have set up and automated equipment repair and service funnels. An online office has been implemented, where management, approval, vacation, calendar, reminders, employee reports, time scheduling, etc. have been fully digitized and optimized. Integrations with a self-published website, Instagram and Facebook, Telegram and Viber, and the accounting system have been established. After successful implementation, training sessions were held for employees.

Later, when it became clear how much automation was working, additional features were introduced:

• A project and task workflow with the necessary task templates.

• Regular sessions and trainings for employees

• A quality control department has been created

• Promotions funnel — a separate block where all information about marketing activities and promotions

• Systematized HR process and implemented HR funnel

And many other processes that have been implemented and automated over the years of cooperation.