IPG has hundreds of cases with clients from various business areas. Using the example of working with Automation of business processes one of the iraq telegram data clients, we will tell you how we managed to implement the Bitrix24 system in a network of optics stores, what are the features of this work and what it ultimately brought.
Who is the client?
A large network of optical stores. In addition to stores, the client has his own vision restoration clinic, as well as an online store.
Situation before the implementation of Bitrix24
When there is no single system, it becomes difficult to understand the customer’s path, how often they return and how much profit they ultimately bring. In essence, this is working with your eyes closed. Interaction with clients also suffers from this. The lack of data does not allow you to correctly segment the audience and offer each segment a relevant service, product or content. Business management services come to the rescue here, which, in addition to working with clients, help automate and simplify many processes in the company.launch of the university certificate (cas) in team management in english
After the first conversation with the customer, we identified the following unresolved issues:
- There was no ability to flexibly segment the customer base and automate interactions with it in order to increase sales conversions
- Clients come to salons, clinics, call, write in messengers, mail, social networks. There is no single center for managing communications with clients and the ability to assess the quality of these communications.
- Information about clients is stored in different systems, which makes analytics very difficult. There is no single history of interaction with the client (history of communications by phone, messengers, purchase history, frequency of purchases, his vision indicators, what promotions were sent to him and how he responded to them).
- There is no individual approach to the client. The service is not developed (notifications about the order status, holiday greetings, individual promotions).
- There is no understanding of sales conversion after a free ophthalmologist examination. There are no tools to increase conversion. There is a human factor, forgetfulness.
- Some internal business processes (manufacturing glasses, repairing glasses, hiring and training staff) are delayed due to the human factor and the lack of automation of routine actions.
Task
We need a system that will help build effective communications with clients, automate some business processes and make telegram data them more transparent, and increase sales conversion.
Terms of work
Eight months.
So, let’s take things in order.
Stage 1. Audit
The goal of this stage is to immerse ourselves in the customer’s current processes, understand how everything works now, how to improve processes using Bitrix24 tools, and listen to their wishes.
To do this, we held sessions and briefings with department heads, received feedback, and formed technical specifications.
Since text technical specifications are difficult to perceive, mind maps came to the rescue. On them, we depicted the company’s business processes and their automation using Bitrix24. After that – the final technical specification, approval of the stages of work and the estimate.
