Bitrix24 in Action: US Network Success

Problem Statement

The customer’s primary objective was to overcome the limitations of their existing system. The customer approached us with specific requirements related to their communication and CRM needs. They wanted a solution that would enable them to connect with their customers efficiently for billing notifications, bulk email and SMS, email campaigns, and also handle multi-tenancy for their database of approximately 50,000 customers belonging to different brands They wanted a CRM that could accommodate multiple brands within a single platform. They desired the ability to launch new brands with ease, using common workflows and shared functionalities. Other requirements included a multi-driven chatbot, a dynamic email designing module, dedicated databases for individual brands, and a robust backend topology that could be managed through their in-house cloud services.

  • Limited Scalability: The customer’s existing system lacked the scalability needed to accommodate their growing business. Launching a new brand required purchasing a new license and reworking modules, which was time-consuming and hindered their ability to expand quickly.
  • Fragmented Communication Channels: The customer faced challenges in effectively communicating with their customers through various channels such as billing notifications, bulk email SMS, and email campaigns. Their existing system lacked integrated communication features, resulting in fragmented and inefficient communication processes.
  • Lack of Customization Options: The customer’s previous CRM system offered limited customization capabilities, restricting their ability to tailor the system to their specific needs. This limitation made it difficult to implement unique workflows, automate processes, and provide a personalized experience for their agents and customers.
  • Data Management Complexity: With a database of approximately 50,000 customers across different brands, the customer struggled to efficiently manage and organize their data. The lack of a dedicated database for each brand made it challenging to maintain data integrity and perform brand-specific analyses.
  • Integration with Third-Party Services: The customer required seamless integration with various third-party services, such as Slack, Zadarma, Jira, and OneSignal. Their existing system lacked the flexibility and compatibility to connect and synchronize data with these external services, resulting in disjointed workflows and inefficient collaboration.
  • Security and Access Control: The customer needed to provide their agents with a dedicated Bitrix24 window with restricted permissions. However, their previous system lacked robust security measures and granular access control options, leaving their data vulnerable to unauthorized access and compromising their agents’ ability to perform their tasks efficiently.

Solution Overview

As a Bitrix24 partner, we developed an advanced and highly customized solution to meet our customer’s requirements. Key components of the implementation included:

  • Extreme automation using workflows and business process automations within Bitrix24. Business process automation reduced manual work and improved overall operational efficiency able to automate the communication like billing notifications, email and SMS, etc.
  • The workflows implementation involved over 500+ business processes and decisions utilizing 1,900 custom fields.
  • We conducted a comprehensive analysis of the company’s customer support processes, Utilizing Bitrix24’s chatbot development tools, we designed and developed a chatbot integrated seamlessly into their CRM platform. The chatbot employed natural language processing (NLP) algorithms to understand and respond to a wide range of customer queries. We customized its responses to align with the company’s brand voice and tone. By automating routine tasks like order tracking and FAQs, the chatbot reduced agent workload and improved response times, enhancing overall efficiency.
  • Dedicated user screens with SSO: We implemented Single Sign-On (SSO) integration to Bitrix24 from the customer’s agent app, enabling seamless access with restricted permissions. This integration streamlined the authentication process, allowing agents to log in to Bitrix24 using their existing credentials from the agent customized white label app. Customization using Bitrix24’s core functionalities to create a tailored user experience.
  • Developed the integration with popular microservices like Slack, Zadarma, Jira, and OneSignal using their open-source API’s enhancing communication, task management, and customer engagement. The seamless integration of Bitrix24 with these microservices empowered Company agents to collaborate efficiently, respond promptly to customer inquiries.
  • Implementing a cluster-based backend topology to handle user and application services execution, ensuring scalability and high availability.
  • Configuring the backend topology to handle all network brands within a single system, allowing for efficient management and control.

By leveraging these solutions, we successfully implemented Bitrix24 to meet our customers’ needs, providing them with a powerful CRM system that addressed their limitations and improved their overall operations.

Benefits Delivered

  • Enhanced Efficiency and Robustness: Bitrix24 implementation, along with a dedicated backend topology, resulted in significant improvements in product efficiency and robustness.
  • Cost-Efficient Multi-Brand Launch: Leveraging Bitrix24 modules and automation enabled the effortless launch of multiple brands on the same system, eliminating the need for additional licenses and reducing costs.
  • Centralized Collaboration: Bitrix24’s centralized nature facilitated seamless collaboration and workflow sharing among different brands, fostering a more integrated work environment.
  • Tailored Customization for Challenges: Customization of Bitrix24 addressed specific challenges faced by the network provider, ensuring a tailored solution aligned with their unique needs.
  • Operational Streamlining: The combined implementation of Bitrix24 and a dedicated backend topology played a key role in streamlining the network provider’s operations.
  • Challenges Overcome: Bitrix24, with tailored customization, empowered the network provider to overcome challenges effectively, contributing to a more resilient operational structure.
  • Efficient Customer Service: The overall result was an enhanced efficiency in serving the diverse customer base, reflecting the positive impact of Bitrix24 implementation on customer service.

In summary, the strategic use of Bitrix24, combined with customization and a dedicated backend topology, brought about numerous benefits, including improved efficiency, cost-effective multi-brand launches, centralized collaboration, tailored problem-solving, streamlined operations, and more efficient customer service for the network provider.