A Pilot proof of concept case study for the Bitrix24 CRM implementation.

1. Proof of Concept Case Study
Bitrix24 CRM

2. Omni-channel CRM
Multiple sales funnels in CRM
Custom Reporting
Tasks
Event scheduler (Activity Stream)
Bitrix24.Drive
Control Panel
Bitrix24
1
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3
4
5
6
7
8
9
10
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Open channels
Mobile App
CRM web forms
Website live chat
Email Integration
360 View (Client Profile)

3. Open Channels Are Integrated With CRM
CRM effortlessly keeps the entire history of communications in one place.

4. The Many Benefits Of Open Channels
1. Do pre-sale via social networks and
messengers
2. Build online relationships
3. Receive feedback
4. Technical support (flat or multitier)
5. New lead source for your CRM (don’t
forget callback request)
6. Upsale and repeat sales

5. IM and Social Media:
• Quick: instant reaction
• Easy: nearly everyone has a smartphone
• Handy: your phone is always with you
What we need to do?
Interactions at various points with customer & keep a record of those interaction
Customer interactoin in 2018 has to be:
• Quick
• Simple
• Personal
Most companies CAN’T offer this right now.

6. If A Person Is On Your Website, Using Live Chat Is The Best Option
Source: marketingtechblog.com
Website chat is a great communication channel. You should use it, if you can.
Live chat has the highest satisfaction rating:

7. • One chat – one open line
• Easy to embed (embed script provided)
• Customizable
• Custom display settings
• No website required – Bitrix24 hosted page available (great
for businesses with no website)
• Integrated with open channels
• Integrated with CRM
• Canned replies (soon)
• Adaptive design
• Website widget (chat+callback+form)
Live Chat For Website
Live chat is a part of open channels in Bitrix24

8. Similarly chats can be used for communication with teams.

9. Advantages of Bitrix24 CRM
☺
Quick
Communicate in real
time
Relevant
Right personalized
Feedback in Realtime
Personal
Talk to another human
being
1 2 3

10. Lead Allocation

11. Bitrix24 helps to allocate leads on Realtime
Bitrix24 helps us to allocate all leads Automatically to end user basis the rules set in reducing the turn around time
on the leads
(Current TAT is less than 15 Mins)

13. In below screenshot we can see the events

14. Really, the only reason for a web
form is to get information about
your client/lead into CRM and work
with that information. Every web
form has to be integrated with
CRM.
Web Form vs CRM Web Form

15. • You can use any CRM entity for website (lead,
contact, company, deal, quote, invoice)
• New form fields automatically create the same
fields in your CRM
• Integrated with product catalog
• Own analytics + Google Analytics integration
• Existing clients who fill the form are
automatically detected in CRM
• Assign responsible user for each form
• New form submission notifications
Fully Integrated With CRM

16. Say No To Manual Data Entry
Bitrix24 helps us to allocate all leads automatically to end user basis the rules set in CRM in Real Time and feedback
can be recorded instantly.

17. To update status of the leads it’s a simple drop-downs which saves time and efforts

18. Reporting

19. A manager has an access to view all leads who are mapped under him
based on the statuses, Number of leads allocated, and total conversion
value. Also other required reports can also be configured through
customized reporting.

22. What Next?

23. Being connected, customers realized that they could ask more from companies and
share opinions about products and services
Uses new
online
channels and
new
communication
tools
Web 2.0 stimulated
fundamental changes consumer
behavior
in Trusts in
advices made
by online
acquaintances
and strangers
Seeks support
to connect
with like-
minded peers
Interactions between
customer and brands starting earlier and never ending
The new
Social
Customer
Reads and
creates
product
reviews,
product
rankings and
blog posts
New behavior patterns
demand a new strategy, better segmentation,
new channels and targeted messages and
review of current customer facing business
processes
Tends to buy
more online
than offline
Wants to
provide
feedback
about the
product and
customer
service
Expects better
customer
experience

24. Evolution of the CRM landscape
CRM 1.0 CRM 2.0
Customer CustomerCustomer
Customer
Customer Customer
Customer Customer
CustomerCustomer
Competitor Supplier / Partner
Competitor Supplier / Partner
Customer Customer
Customer Customer
Your company
Your company
Customer CustomerCustomer Customer
Customer Customer
Focus on individual relationship (company to customer,
company to partner, etc.)
•Limited view of the customer and his community
preferences, habits, etc.
Targeted messages generate value
Focus on collaborative relationship (engaging a more
complex relationship network)
Multiple connections allow better understanding of the
customer and his community
Conversation generates value
© 2008, Fabio Cipriani. Some rights reserved

25. Evolution of Customer Touch Points
CRM 1.0 CRM 2.0
Blogs Microblogs
Price comparison website
PodcastRSS
Wikis
Social Networks
Widgets
Video sharing
+ Photo sharing
Forums Auction website
Slides sharing
Reviews and ratings in retail sites
•Wish lists
Social Bookmarking
Single view of the customer based on the interactions
history,customerprofiledataresidinginthecompany‟s
base and data integration with internal systems
Company owns the data but it is limited to previous
interactions
Single view of the customer is far more complex to
achieve. Besides internal information, the company must
rely on external information such as customer profiles in
social networks and his behavior when participating in a
community.
Customer and other web 2.0 sites own part of the precious
data
• Phone
• Fax
• Email
• Service
• Letters
• Personal contact
• Company’s website
• SMS
• Instant Messenger
• Chat
• Media
• Phone
• Fax
• Email
• Service
• Letters
• Personal contact
• Company’s website
• SMS
• Instant Messenger
• Chat
• Media

26. To support this transformation, go deeper in the „Company life cycle‟ from the customer point
of view and apply findings into your current CRM foundations following a consistent roadmap
Social
Strategy
Social Operations
Social Organization
Implementation
Strategy
Redesign
Building Blocks
Design and
Develop tools
Monitor and
Adapt
• Understand your public
and current customer
behavior
• Decide how you will
engage with the market
(monitor buzz, react to
comments, supply social
platform, etc.)
• Find out which tools
will be deployed
• Build a business case
• Review current CRM
building blocks (as is)
• Realign Social CRM
Strategy with current
CRM Strategy (touch
points, segmentation,
customer value, etc.)
• Review Processes to
operate Social CRM
• Establish Social CRM
mindset throughout the
company
• Design and develop
tools which will support
the company in
engaging with Social
Customers
• Train employees and
close the recognition
and reward loop
Measure results and
adapt current Social
CRM to meet changes
in customer needs
and/or market dynamics

27. Other Back-end Features
❖ Automatic time zone setting
❖ AD/LDAP integration
❖ Single-sign on with AD and other Enterprise
❖ Open API
❖ Support of http/https
❖ Change log (visible in front end)
❖ Analytics for page visits, search,
and events
❖ Short URLs
❖ Cloud storage support
❖ Geo-distributed web clusters
❖ Performance monitor