Sales management in Bitrix24 CRM. Bitrix24 CRM implementation: setting up, preparing instructions, training Crm with products from bitrix
Tasks and projects in Bitrix 24
With Bitrix24 you can fully automate the work of the company. Checklists and task templates, document and filter constructor - a huge number of handy tools will help you make your company's work even more efficient. Set tasks for subordinates, evaluate work, take into account the time spent, plan deadlines in the Gantt chart. Develop a motivation system based on reports. Schedule appointments with clients and meetings in calendars. You will always know what your employees are doing and where your team is heading.
Collaboration with documents in Bitrix24
Documents are created in order to work with them - to make changes, supplement, correct. Therefore, the organization of work with documents is very important for the overall efficiency of the company. Discuss, make changes, view the history of changes, use smart search, agree and approve documents right in your Bitrix24.
With Bitrix 24 you can save a lot, because you no longer need to purchase office software! Cloud file storage Bitrix24.Disk is integrated with GoogleDocs and OfficeOnline and allows several employees to work with documents at the same time right in the browser.
Planning in Bitrix24
Do you want to make the process of planning working time in your company simple and efficient? Combine personal calendars of employees and workgroups - and tasks on one calendar grid. Turn on reminders for upcoming events - the system will remind you of them.
The absence schedule will help you plan vacations in the company so that the absence of employees does not affect the overall work.
Hold meetings and planning meetings, invite participants, set the time and place of the meeting. Participants see the agenda of the planning meeting and add reports on their own. The results of the discussion are recorded in the minutes, following the results of the meeting, tasks are immediately set for employees.
Bitrix 24 business processes
Bitrix 24 provides simple and convenient creation and management of business processes in any organization. You can work with both standard operations and customize your own. Payment of invoices, accounting of internal and outgoing documentation, execution of applications, invoices - now these operations will not take extra time. Using the settings, you can adjust the operation of the system according to the internal routine and mode of operation. Never before has business automation been so accessible, Bitrix24 business processes significantly increase the efficiency of the company's employees.
CRM in Bitrix 24
CRM Bitrix24 is a convenient system for managing relationships with customers, partners and suppliers, the key to excellent sales and improving business efficiency. Store contacts, write letters and make calls, conduct transactions, issue invoices and analyze the “sales funnel” in Bitrix24 CRM, while the CRM system records the entire history of your interaction. The Bitrix24 CRM system provides unlimited opportunities for building long-term relationships and satisfying any requests of your customers. For 12 employees, you can use the Bitrix24 CRM system for free. If this is not enough - use our Bitrix24 promotional code
CRM Bitrix24 is easily configured to work in any company, has an intuitive interface and convenient presentation modes in the form of lists and kanban.
CRM marketing in Bitrix24
Website builder in Bitrix 24
Create websites and landing pages in a simple and convenient Bitrix24 website builder to promote goods, services, events, for your company or for customers.
The Bitrix24 website does not need to be specially integrated with CRM, it has already been created inside CRM. All contacts of clients who write to you from the site or call you are immediately entered into CRM and get into the work of managers.
Choose a theme, easily change texts, backgrounds, images, add the ready-made blocks you need from the catalog. You will immediately see how the site will look on a computer, tablet, smartphone, the site is adapted to all resolutions and devices. It is SEO friendly and ready to be indexed by search engines.
Bitrix24 sites are hosted free of charge in the bitrix24.site domain. You can also link any of your domains to the site!
Mobile app
I would like to start this article with a somewhat unexpected confession. In fact, I almost never work with the Bitrix 24 CRM system. I usually offer my clients other CRM options, which, it seems to me, are more suitable in one case or another.
On the other hand, they find me, among other things, by articles where I write about CRM in principle, they find me by the word “Bitrix”, which I often use, since talking about 1C and not talking about Bitrix is almost unrealistic. As a result, from time to time I receive requests from customers to help them with the implementation and configuration of Bitrix 24 CRM.
One of the reasons for the appearance of this article is the insufficient amount of information about CRM Bitrix 24. When I tried to understand this system myself, I ran into an information vacuum. There is a lot of information about Bitrix 24 on the Internet, but all of it is divided into advertising articles from the Bitrix company itself and similar advertising information from the company's partners, i.e. I did not find a single objective article, not a single review that would include not only praise, but also criticism.
Then I went to the site and tried to learn the Bitrix 24 system in practice, after which I helped several of my clients with its implementation. As a result, I gained knowledge about the features of the system, experience of practical work with it, as well as the prevailing opinion about this system. Those. everything you need to write a full review of CRM Bitrix 24.
To all readers, among whom, I think, there are fans of Bitrix 24 and active critics of this system, I suggest that you take into account the following when reading:
The information that I share is my personal practical experience, I talk about what I managed to test myself, what I encountered in practice. The opinion about the advantages and disadvantages of this system is also my personal and subjective, although it is also based on practical experience in implementing and further working with clients, with business representatives, directly with users of this system.
So, Bitrix 24 CRM is part of the Bitrix 24 system. And in order to understand what Bitrix CRM is, it is very important to understand what Bitrix 24 software is.
What is Bitrix 24?
Bitrix 24 is a huge corporate portal that tries to cover almost everything. The functionality of social networks, projects, tasks, personnel management, and much more, including CRM, are declared here.As you can see, you can choose any of the plans, even free ones. It also includes CRM. Of course, we all understand that this is just a marketing ploy, and free CRM is such simply because it is an integral part of the system.
Therefore, it is important to remember that in fact you get not just CRM, but many other features, i.e. you are being sold a gigantic corporate system under the guise of CRM.
Important: if you are interested in a free plan, you need to remember that it is, say, shareware. You will have to pay for certain services even within the free package, for example, outgoing calls. And, most likely, in the end you will be forced to switch to a paid plan. Where and what payments, and "pitfalls" Bitrix 24 hides from future customers, I will tell below.
And yet, you can register at any time, choose a free plan and start using the system both for informational purposes and for real business.
CRM Bitrix: general information
To begin with, it is important to understand, as I already said, that CRM is installed as one of the components of the overall Bitrix 24 corporate system. Therefore, when you enter the user's workspace (in the "clouds" or on your server after installation), you do not immediately get to the CRM environment, but you see the general tools of the portal. This is confusing and causes a lot of complications.The environment that is displayed on the start page consists of the following components:
- My disk
- Messages
- Calendar
- Tasks
- Tape, etc.
As I already wrote, CRM is part of the Bitrix 24 global corporate system, and after installation, the main system with all the features is launched, and only then can you go directly to working with CRM. This approach has its pros and cons.
Why is it good?
- You get much more than you planned.
Why is it bad?
- The presence of unnecessary tools in the work complicates the navigation and work of the user in the system.
- Additional features require certain resources, but they are not used.
I needed sales and customer service. In general, this is what CRM is usually installed for. And Bitrix offers a lot of things, plus CRM. Those. software, interface, capabilities are aimed not only and not so much at sales, but at other functions that may be needed somewhere and very useful, but have nothing to do with CRM. The same inconvenience was noted by my business clients, to whom I implemented Bitrix 24 at their request.
Such a wide range of features is good for those who sell the Bitrix 24 solution, since almost all functions require configuration, and this is an additional payment for a specialist. And for users, I think, such a list of features is not only unnecessary, but even interferes. Practice shows that the client (user) begins to dissipate efforts, trying to master different possibilities. He begins to write messages, store files in the system, set options for controlling the working time of employees. As a result, what the system was bought for (CRM) fades into the background, efforts are directed to anything except the main thing - sales.
And if it is easy to explain to the head of the company why certain functions are not needed, then it is much more difficult with employees. They will still stumble upon some opportunities, get distracted from work for the sake of messaging, try to experiment with different features. Those. during working hours in the CRM system, they will be engaged in auxiliary processes, communicate, master some features of the system instead of concentrating on effective work.
Of course, an experienced specialist will be able to remove everything unnecessary, but as a result, the customer pays for additional work. As a result, instead of buying a system with the necessary features and using it, you buy a product with a huge number of obviously unnecessary features, and then pay extra to the programmer to remove them.
This is the first thing you need to understand when you start working with Bitrix 24: it has a lot of things, but the interface is simply overloaded with features that have nothing to do with CRM directly.
A few words about Bitrix 24 software
In this article, I do not have the goal of reviewing the entire Bitrix 24 software package, for me the most important thing here is Bitrix 24 CRM. But, since you can only buy the entire product, Bitrix 24 CRM is not offered separately, I consider it right to consider Bitrix 24 in in general.If most CRM systems are small and easy-to-configure SAAS solutions, then Bitrix 24 is a whole portal. And for both the user and the administrator, there are a large number of functions that are not needed to work with CRM. For example, in Bitrix 24, the administrator gets access and configures such things as workflow, photo gallery, proactive defense, etc. As a result, the implementation process is also noticeably more complicated.
On the one hand, ample opportunities are powerful, interesting. On the other hand, it is difficult for both the user and the administrator.
It would seem that you can simply not use what is not needed. But at the time of implementation, it is very difficult to say what will be needed and what will not. And if a person who is not an experienced specialist in the entire Bitrix 24 portal is involved in the implementation, then choosing the right one becomes even more difficult.
For example, the proactive defense I mentioned above. If some protection is offered, then there is some danger? Should it be enabled or not? Or document flow: to set up or not? Will users work with it? It seems like it is not needed for a CRM system, but the opportunity will be in sight, customers can start using it, and as a result, there will be a negative from the fact that “the program does not work.” And there are a lot of such questions in the setup process.
Structure of CRM Bitrix 24
Finally, let's move on to working directly with Bitrix CRM. How does this system work?The sequence of actions in sales usually looks like this:
- Lead is registered. Those. the system receives a request for the desire to make a purchase. This request, as well as the contact details of the potential client, are registered, and a notification is sent to the manager (in the system and / or by mail).
- A potential deal is being formed, on the basis of which you can generate an invoice, you can send a commercial offer.
- After obtaining the consent of the client at the time of the sale or the conclusion of the contract, a contact is created based on the lead.
- For this contact, a sale is made, shipment and payment are carried out.
- The deal is closed.
How is it implemented in Bitrix CRM?
There is a so-called CRM workspace here. And it has the following features:- Leads. In this case, the lead is a potential client, i.e. the lead reflects the contacts of a person who is not yet your buyer, but has already shown some interest in your company and left you his contact information. Leads are collected from the landing page, from advertisements, from online stores, by phone.
- Contacts and Companies. A generated lead that has been hired can be automatically converted into a contact and/or a Company.
- Potential deal. Also created in the system based on a lead or manually using a specific contact or company.
When creating an additional field, in addition to the data type (string, number, date, etc.), you also need to select qualities that have nothing to do with CRM:
- Binding to sections inf. blocks.
- Binding to infoblock elements.
It is important to remember (and I already wrote about this above): everything that concerns Bitrix 24, but is not required for Bitrix CRM, remains visible. Those. the interface refers not just to CRM, but to a large portal, and therefore it is always overloaded.
By itself, the form of creating a lead, as well as its subsequent conversion, is simple and intuitive, but the place is not used sparingly, and the interface looks unbalanced.
Outwardly, the Lead, Contact and Company forms are very simple and intuitive. What's more, they look identical. The difference is in the name and in the essence:
- A lead is the contacts of a person (organization) who has shown interest in your product.
- A contact is a person with whom the sales department is already working. Conducts negotiations, solves some organizational issues, etc.
- A company is, in fact, the same contact, but at the level of an organization (legal entity). Those. contacts are representatives of the company. And if a contact is always a person, then a company is an organization that this contact (or even several contacts) represents.
Potential deal: design features
The transaction in this CRM system is convenient and understandable for users. When creating it, we can, in addition to some arbitrary fields, add products directly to this document. Not every CRM system provides such an opportunity.In Bitrix 24, you can create a Deal in the process of communicating with the company and fix in it what goods were offered and at what price. It is important not to confuse Transaction and Account. Invoices are issued separately, and it is possible to generate them on the basis of a Transaction, and not just create them manually. And in the transaction, all agreements are simply fixed in advance: goods, volumes, prices.
Note. I consider the presence in the system of both the Transaction and the Account to be a duplication in the chain. To fix the agreements, a Deal is enough, this is a logical and understandable approach for employees of any company. And accounts that still have to be created manually, it is better to draw up in 1C or another accounting system that you use. Perhaps my opinion is controversial, but practice shows that many people work according to the scheme I have described, and therefore such an approach would be relevant for business.
Suggestion: what is it?
In addition to deals, accounts, leads, contacts and companies, there is another interesting document in Bitrix CRM - this is an Offer. This document is a kind of commercial offer, where you can also list all products and prices. In principle, the offer largely duplicates Accounts and Transactions. There are some differences (mainly in the "header" and printed form of the document), but otherwise this document looks exactly the same as the Transaction and Invoice.Note. From my point of view, the appearance of yet another document to offer goods and services to the client rather hinders and adds confusion than helps in the work of company employees. Moreover, it seems that the number of documents has been artificially increased, simply because the creators felt that there were too few of them. At the same time, there is no systematic approach and thoughtful interaction between these documents.
Let me remind you that my opinion is based on practice. And during the implementation process, I noticed that almost all clients refuse Offers, draw up all actions in Transactions, and draw up further financial and other types of documents in 1C. People try to simplify their work, and therefore use the minimum necessary set of documents in CRM.
Reports
Reports are an important part of any CRM system. Successful sales largely depend on the timely control of the work of managers, which is usually carried out on the basis of reports.In Bitrix CRM, reports, from my point of view, turned out to be one of the weakest points. The list of prepared reports is very small, most of them are uninformative. There is also a report builder that is designed to create your own reporting options, but it is also very limited in terms of features. Due to the limited list of settings, new reports will largely duplicate the standard ones, and the possibility of introducing serious analytics into Bitrix CRM is not provided.
Sales funnel
A sales funnel is a report that is even placed separately in the system menu, as it is most in demand in the current work of any sales department.A sales funnel is a kind of diagram that shows the dynamics and percentage of transactions by status: from those that are in the final stage (sale) to those that are still in the very first initial stage (lead received, first calls).
The report is also neatly and informatively designed, although this report also lacks the flexibility of customization, settings are poorly implemented here too. However, this report is standard, and it is difficult to come up with something special in it.
Commodity base
Bitrix CRM has its own database of goods and services, which can later be used in Transactions, Accounts and Offers. The implementation of the product base is convenient, in many respects it is similar to the implementation of Leads, Contacts and Clients, i.e. there are also required and custom fields, which is convenient for working with different types of products and services.I think this base is a good solution. Nevertheless, filling out the list of goods once and then using it is really fast and familiar for most companies.
Important! Remember that when working with goods, it is important to see not just a standard list of nomenclature, but goods on balance, reserved goods, ordered to the supplier, missing. This data is not available in Bitrix CRM. Therefore, it makes sense to use the commodity base of the CRM system to record the requests (wishes) of the client. And write out invoices and other documents already in the accounting system that you use, where exactly there are all balances, reserves, current prices, etc.
For example, an invoice to a buyer is usually issued on the basis of an Order document in 1C, which necessarily reserves goods in a warehouse for a client. And if you issue the same invoice in CRM, the goods will not be reserved, and you will constantly have overlays with product balances (you will receive payment for product items that are not in stock).
My business
The My To Do section contains a history of all user interactions. Here you can find all incoming calls, tasks from management, current tasks for working with clients, etc. At the same time, it is not clear how My tasks differ from the Tasks section that exists in the general Bitrix 24 system.And therefore questions arise, and confusion arises: why "My affairs"? How are they different from Tasks? Probably, this section would be most accurately called the history of interactions, but such a long name would not fit on the menu. True, this is my opinion, and why the creators of Bitrix 24 chose such a name, only they know.
Ribbon and Desktop
These elements belong to the general Bitrix portal and also do not contribute to the simplicity and clarity of perception of the system.The desktop is an analogue of the desktop of a computer, where there are also various work icons.
The feed is a list of all events that are related to the actions and tasks of the client. It seems like a useful function, but it is implemented somewhat strangely. So, on my rather large screen (24 inches), only 2 events fit.
Of course, all these things are configurable. But to configure, the user will need to call the administrator, and it is important that this administrator is well versed in Bitrix 24, and this is all an additional cost.
In general, the workspace in Bitrix 24 is rather poorly organized: ill-conceived and in many ways inconvenient. Few fields fit side by side, often need to use scrolling. For example, a notification that the working day is not over takes up an unacceptably large amount of space. This is especially important if you work on a small monitor.
Note. I consider the interface of the Bitrix 24 system unfinished, unbalanced, it often has to be configured separately after purchase.
I believe that in any interface, the basic functions should be configured by default so that information is conveniently read even on a small tablet monitor. After all, you are buying a finished product, and, logically, you should not pay extra for setting up such functions.
Why are interface settings so important? Because the more information you get at the same time (when looking at the screen), the faster you can make a decision. If you constantly have to rewind, scroll through something, then already on 2-3 screens you will begin to forget what happened on the first one, you will have to go back, check, etc.
Therefore, by default, any interface should be as informative as possible, but at the same time, all elements should be conveniently located, and fonts should be easy to read.
Creation of business processes
Creating and developing business processes in any CRM system is always a difficult task. It is important to think over the chain of actions, create a sequence of tasks. For example, after receiving a lead, the manager should receive the task “call the client”, and after the call, fix the agreements in CRM, etc.It is very difficult to create such a chain in Bitrix CRM, first of all, from a technical point of view. The constructor with which you can create a particular business process is available here. But it is very complex, overloaded with various features and is more likely to work in the general Bitrix 24 system, and not in the Bitrix CRM. As a result, it is most likely impossible to create a business process in this constructor without a programmer.
Telephony in CRM Bitrix 24
Telephony in Bitrix 24 and is a separate concept, it is even indicated separately in the tariff scale. But with the CRM component, Bitrix telephony works without problems.It also has its own features:
- All telephony works only through the browser. Those. in order to record an incoming or outgoing call, you will need to connect to the browser through the headset. Even if you have some SIP handsets or a PBX is working, you will not be able to use all the features at the same time. Either the benefits of your telephony option, or working with CRM.
- All outgoing calls, regardless of where they are made, even inside the office with a mini-PBX, are paid in Bitrix CRM. Thus, you will pay twice for an outgoing phone call: to your telephone operator and to the Bitrix CRM system.
- Integration with a PBX in Bitrix telephony is really present. But there is such a feature: in order for this integration to fully work, and you can use call forwarding and other technical advantages of a mini-PBX along with Bitrix, you will need to connect all employees who work with the phone to the Bitrix CRM system. Those. you will have to connect to Bitrix not only the sales department and the manager, but also the secretary, accounting, warehouse, etc. etc. Let me remind you that when connecting to the system for more than 12 people, you will need to pay for an extended package of services.
- Call forwarding outside the Bitrix system is not possible. Those. Switching the call to another specialist by conventional methods will not work. Firstly, you will not be working with a telephone, but with a headset. Secondly, for such redirection, it is necessary that the employee also works in Bitrix CRM. An alternative is to make an outgoing call to the landline or mobile phone of the desired employee, but this option will be charged, as well as all outgoing calls.
All telephony in Bitrix is implemented through VoxImplant. Regardless of what services and types of telephony you use in the office, you will have to connect through this module. The developers believe that this implementation option is the most convenient, both for the financial side of the issue and for fixing all calls.
Integration of CRM Bitrix 24 with other systems
Integration of CRM Bitrix 24 with other systems is a problematic process. For example, there is no module for automating the collection of leads from websites; you will not be able to quickly and easily organize the sending of information from the form on the site to the Bitrix 24 CRM system.In this system, in order to receive leads from sites in Bitrix 24 CRM, your site must send information from the order form to the Bitrix 24 portal. Otherwise, the collection of information in this CRM does not work.
If your provider offers you a ready-made package solution from Bitrix or if you yourself bought a package solution from this company, then the integration will be simple and fast. But if you use the site on any other CMS, you will have to write a special form for sending data to your Bitrix portal server, which is technically quite difficult and not always possible in principle.
Telephony, which integrates with Bitrix 24 CRM, is also very functionally overloaded. Even if you are viewing information about a missed call, you have an online chat window next to the number. In this system, it will not be possible to limit ourselves to calls only; everywhere there is the possibility of a chat between subscribers, between employees, file sharing, video calls, etc. etc. As practice shows, medium and small businesses prefer to use standard solutions, such as Skype, for all these functions. A CRM system is needed to record calls and leads from customers and then work with them.
The API in this system is good, but the description of the system, as well as the features of its integration, is very modest, there is very little information on the API. There are not enough examples of how to use the API, there are not enough scripts, there is little useful practical information. If you need to figure out how this or that script will work, how to integrate, you will have to look for answers to your questions on the forums and websites of different programmers.
Summing up
The Bitrix 24 system is designed primarily for large businesses. This is a large multifunctional portal, closed on itself. When buying Bitrix CRM, you choose not a CRM system, but a huge portal with a huge number of features, which, among others, includes a CRM system.My experience shows that Bitrix CRM requires the help of a specialist, while many other CRM users can simply buy and start working “out of the box” or “clouds” without the help of a programmer (or with minimal help at the initial stage) .
And therefore, if you have an experienced programmer who is familiar with Bitrix 24 and is ready to engage in its configuration and maintenance, then it is quite possible that this CRM option will suit you. If you don’t have such a specialist, then buying CRM Bitrix 24 will be a waste of money, since in the end the software product will be among other “boxes” that have settled on the shelf due to complexity and lack of demand.
CRM contains tools for creating reports, importing/exporting contacts, analyzing and segmenting the target audience. Based on the data received from CRM, you can distribute lists of potential customers among sales managers, plan promotions and subsequently analyze their effectiveness.
Leads
Lead(interest) - a potential deal, interest shown, "hook". This is an implicit, yet “ghostly” contact, received in any way - let's say someone called the company, gave their business card, filled out a form when downloading product distributions, etc. Leads can be entered by company employees (processing forms, questionnaires, etc.) or through web services on the site - they can be automatically loaded from forms into CRM for further processing. The lead may contain the data of a potential Contact (phone, address, e-mail). A lead can be assigned a responsible person and a status that determines how this lead will move forward in CRM. The lead must eventually be converted into Contact, Company, Deal.
The lead is promoted in CRM according to some defining rules, the most important of which is “If a lead is received, it needs to be processed”. How to process? Call, send a price list, go to the office for a meeting, hold a webinar for him, invite him to a seminar. If the lead converted into a contact, it should be assumed that he is ready to make a deal.
Contacts
Any transaction begins with establishing contact with a private person, or a person representing a company. Contact in CRM, this is customer data or a “personified lead”. The system allows you to view the list of existing contacts and add new contacts to the database. You can import ready-made contacts from a CSV file and, vice versa, upload your list, not only to a CSV file, but also to Excel and Outlook files.configurable: you can choose to display only the desired columns, sort by some field, set the sort direction. Frequently used presets can be saved as preset views and then selected from a list. For any of the contacts directly from the list are available actions: each of the elements can be viewed or edited, an event, a deal can be attached to it, or deleted.
For search Contacts is a special panel where you can select the first name, last name, e-mail or phone number as search parameters, set the company and type of contact, and also specify the date and time the contact was changed accurate to seconds. Any given set of search parameters can be saved and then selected from the list of available filters.
View profile contact can be directly from the contact list or search results. The profile contains complete information about each entry - both contact details, and information about the company that the contact represents, and the events associated with it.
Companies
Typically, each contact is associated with one or more companies that it represents. You can view the entire list of companies available in CRM, and in the same way as with contacts, perform any available actions on them.
Company- a more capacious entity in CRM, since it contains contacts, transactions, and all events related to them. In the company profile, you can find not only information about the organization, such as its name, addresses, phone numbers, annual turnover, number of employees, etc., but also, for example, find out which lead "spawned" this company (from which lead this record was converted), or which of the managers created this record manually. That is, the company card displays all the information necessary to work with it.
To search for the right company, there is a special panel that works the same way as in contacts. Like contacts, companies can import from the finished CSV file. BUT unload from CRM the list of companies is possible in CSV and Excel files.
Deals
Deals- this is the ultimate goal and the desired result of the entire customer relationship management system. A deal is a possible relationship with a client, a potential sale, a completed contract, etc. In CRM transactions can be viewed, edited, exported. A deal can be added manually by a manager, through a service (API) or when converting a lead. When processing a transaction, it goes through sequentially configured stages.
To work with deals, you can set up processing rules. Filtering the list, searching and exporting deals - everything works in the same way as in companies.
Events
Events are the various actions that your marketing and sales departments perform on CRM entities. All these actions can be reflected in CRM by adding events. You can add an event to a contact, a company, or a deal. Moreover, you can do this directly from the lists of these entities by selecting the “Add event” entry from the context menu. The same can be done on the detailed view page (in the profile) of a contact, company or deal.
You can only view the list of events, including details, and delete unnecessary entries from there. As in other CRM lists, a built-in search with an advanced filter works here.
Reports - sales funnel
Reports- one of the most important parts of the CRM system, since it is the reports that allow you to analyze the effectiveness of all work with clients and adjust it at certain stages. CRM has a wizard for creating reports on all entities with grouping and intersections. Graphs are built for all reports. A sales funnel is a report that visually displays the quantitative ratio of all transactions at different stages. At your disposal for analysis are tables-reports of two types of transactions.
Deals that are closed or potentially seeking to do so:
Trades that ended in failure:
Failed trades
Looking at the sales funnel, you will immediately see how many deals are being processed, and how many of them are at the stages of clarifying information and commercial offers, and how many are in the process of negotiations, and, finally, how many deals have already been closed. Each of the stages is displayed visually in the form of colored bars, the length of which corresponds to the quantitative and percentage of transactions at these stages. For each of the stages, the amount of transactions in rubles is also displayed.
Group mailing
You can select a group of CRM elements using a filter and send a message to everyone at once. Directly from the list of elements, you can select one element and send a message to it using the "Send mail" command from the element's menu. The sent messages will be linked to the Events of the selected elements. Mail notifications in CRM are possible
at different stages of processing.
Binding to infoblock elements
CRM supports integration with custom fields and "Binding to infoblock sections". You can link one of the CRM elements to some element or section of the infoblock. As a result, some video, document or extended description of the case will become tied to, say, a company.
Extended Permissions
With extended access rights on the portal, you can very flexibly distribute access to CRM elements among company employees. Access is assigned not just to CRM elements, but to elements in some of the statuses.
Import contacts from vCard
Contacts in CRM can now be import from vCard. You send to a special CRM address on the vCard portal - and contacts are created automatically. At the same time, all available information from the vCard is imported into CRM - all possible fields that can only be taken from the vCard are filled.
E-mail contacts are now in CRM cards, and you can automatically keep your correspondence with him by email as an event. To do this, forward the received letter to the address [email protected] and the system will automatically add the text and attached files as an Event to this contact.
- From Microsoft Outlook, you select the contacts you need and send them by vCard to an address like [email protected]
- On the corporate portal, a contact is automatically created from each vCard inside the CRM.
- Further, all correspondence with these contacts is collected in the events of the CRM elements, if you put in the "To" field and in the copy of letters [email protected]
- As a result, the history of communication with this client or partner is stored in CRM, even if the discussion was only by e-mail.
Import lists from CSV
You can easily and conveniently import into CRM large ready-made contact lists in, companies, leads and deals. To do this, you set the file format in the import settings (column separator, for example, a semicolon, whether the first line contains headers, whether to skip empty lines) and load csv file. For successful import from this file, it is enough to select the required fields: First Name and Last Name. All other fields must be matched in order of priority (what is it: home or work phone, fax, e-mail, website, etc.). Data from CSV will be loaded into CRM and "decomposed" according to your choice. It should be noted that now in this way you can import into the database large CSV files.
Integration
CRM integration with portal functionality and website
Integrate CRM with an online store and web forms to receive leads from the site and process them in CRM. Integrate CRM with mail, and data from the company's correspondence will be entered into CRM. Assign transaction processing tasks to your colleagues directly from CRM. Connect business processes to the processing of leads and deals. Use the search by CRM elements to select the necessary data. Create new reports to analyze deals using the report builder.Integration with an online store
Integrate your CRM system with an online store on the 1C-Bitrix platform, and process orders directly in CRM. The delivery of the product includes the work of CRM with an online store. For the scripts to work, it is enough to “establish” the connection online store ->
You just need to establish a connection between the online store and CRM, and your sales managers will be able to work with orders in the online store directly from CRM. For example, to process and "squeeze" transactions until they are successfully completed, and even to form orders for the client - on a call. Managers do everything they need to successfully complete the transaction right in CRM: record calls, set tasks, make appointments, send messages.
Reasons for using CRM
- In CRM it is convenient to collect and process customer base. Your sales managers always have at hand the most complete and up-to-date information on contacts and companies (phones, addresses, bank details, e-mail, Skype).
- Directly from CRM you can conduct and "squeeze" deals. CRM makes it easier for your salespeople to get more deals to a successful close. This is greatly facilitated by the system of accounting for all interactions with the client, as well as tools that allow the manager to plan (and not forget to execute) his actions on the transaction.
- All transaction history and customer interactions is stored in CRM. You can conduct a thorough analysis of clients, managers, services sold in various sections. For such analysis, a powerful tool is built into CRM. reporting system.
- Access rights and privileges in CRM are flexibly configured. Transactions, depending on their properties and amount, will be seen only by those managers who have the right to work with them. In CRM, it is very easy to manage both visibility and rights to change transactions - depending on the user's roles in CRM, subordination, responsibility and other parameters.
What do I need to do to set up the integration?
For integration, it is enough to establish a connection between the online store and CRM. Your online store has a special "configuration" page, which will help you quickly integrate your store with CRM. And if you already have CRM from 1C-Bitrix, then you can immediately do all this.
To set up integration in the administrative part of your online store, just enter the data for authorization on the site / portal with your CRM (address, name and password). After that, the system will check the synchronization settings, perform the initial data import from the online store, and proceed to the integration setup on the CRM side.
Master of integration of CRM with online stores
Connection setup wizard in CRM
- configure the connection parameters, automatically taking all the basic data;
- configures the initial import settings and executes it for the specified interval;
- will request regular synchronization parameters: synchronization frequency and default parameters for deals: probability, responsible, availability, group for notifications;
- integration completed!
After completing the Wizard, on the integration page with CRM in the administrative part of your online store, you will see all currently existing integrations - list. The main one is always available here. statistics synchronization across all integrations. You can integrate your online store with other CRM systems at any time - the "Set up integration with CRM" button is always active. And if you don’t have your own CRM yet, create an account for free, integrate an online store with it and try it all out.
Web Forms and CRM Integration
Any web form on the site you can knit with CRM, and the data from this web form will be automatically sent to the "attached" to the CRM site. Site visitors fill out forms on your site, and new leads immediately appear in CRM.
Linking Web Forms to CRM
Integration with CRM is installed on a special tab of the "Web Forms" module - "Connection with CRM". In fact, here you “link” your corporate portal or account to the site. And at any time you can check the connection.
Setting up module integration
In the integration settings enter:
- the name of the “linked” portal (there can be several such “links”);
- CRM server - URL of your portal or Bitrix24;
- path: address of the page on the server with a special component for integration placed on it;
- activity;
- authorization: name and password of an employee who has the right to work with CRM on your portal.
Setting up a web form on CRM
Any web form can be configured to transfer data from it to CRM. To do this, in the form parameters, use new CRM tab:
- Choose one of the integrated with the site CRM if there are several. If necessary, we can immediately, in a web form, create a new "binding" of the portal with CRM.
- Choose sending method:
- automatically- data is transferred to CRM immediately after filling out the form on the site;
- manually- data is transferred to CRM manually - after reviewing all registration results and deleting "garbage".
- Installed field matching CRM and forms. If there is no field in the form that matches one of the CRM fields, the "Create a new question" item is selected, and such a field is automatically created in the form.
Example. Exporting data to CRM from the "Resume" form
Let's say you set up a form for filling out resumes and vacancies in the above way. The applicant visits the site and fills out such a form.
If manual submission is set in the form settings, the manager responsible for receiving the resume reviews the results of filling out web forms, removes spam and manually sends it to the necessary records in CRM.
If automatic transfer is set in the form settings, the corresponding leads immediately appear in CRM.
Default leads from the web form are processed by the manager, whose authorization data is specified in the web forms and CRM integration settings. The manager can perform primary processing of the lead (remove obvious spam, sort by importance) and transfer it to more experienced colleagues. By default, the lead is available for viewing and editing by all CRM managers. Further work with the lead to convert it into a deal is in accordance with the use of CRM.
Integration with the Universal Report Designer
CRM integrated with Universal report designer. Using the constructor, you can independently create various reports for analyzing transactions in CRM. In addition, CRM contains 8 standard reports. You can immediately use these ready-made reports in your work or take them as a basis - as templates when designing your own reports.
| Universal report designer- a fundamental development that allows employees to design reports for different objects themselves and subsequently run them repeatedly. With the help of this constructor, employees of your company collect, filter, sort data and present it to managers in the required form. The report designer contains the necessary developer tools (API) that allow you to integrate it with the functionality of the product, as it is now done with CRM. |
Mail integration
Now you can enter data into CRM using e-mail. You put to copy special letters address for CRM on your portal (for example, [email protected]) - and all correspondence is "sewn" to certain elements of CRM. All elements in CRM are created automatically in accordance with the type of mail messages - the system determines from whom the messages came, by whom they were redirected, to whom they were intended, what their subject matter is. All correspondence is stored in the events of CRM elements - letters are tied to those CRM elements that contain e-mail from the correspondence.
Thanks to integration with mail, all employee correspondence is not lost, it is organized, and your event managers and marketing will no longer have to manually enter data into CRM from their mail and spend a lot of time on it. Manually, your managers enter into CRM only the results of some meetings, seminars and other events.
The integration of mail messages with CRM is based on technology Send&Save. Correspondence of employees by e-mail duplicated on the corporate portal and indexed by the internal search engine. This allows not only to save important contacts, data, discussions, but also to protect the company from information loss.
Task integration
Now you can create directly from CRM tasks involving CRM elements. You select the necessary elements from the list, using a filter, if necessary, and set the “Add task” action for the selection. Set the task as usual - indicate the person responsible and the deadlines, appoint observers, etc. The set task is “attached” to the Actions of the selected CRM elements.
For example, you need to call certain companies and contacts and invite them to your seminar, send out offers to some of them, etc. You set appropriate tasks for employees directly from CRM, selecting the necessary contacts and companies for this.
All tasks in which, say, some kind of contact, grouped on his card on the Actions tab. You can sort the list of these tasks by fields, view, edit and delete the tasks themselves.
Also, the task from CRM will appear in the list of tasks for those responsible and observers will see it. The only difference between such a task and ordinary tasks is the presence block "CRM Elements". This block displays all CRM elements that are involved in the task. At the same time, detailed data on this element can be viewed right there in the task if you hover over this element with the mouse. For example, when performing the "Call contacts" task, the responsible person does not even have to open the cards of these contacts in CRM - they are available in the task. The task will show that it refers to, say, such and such a transaction - you go to this transaction to view its history, perform some actions, etc.
Integration of CRM with business processes
Now in CRM for processing Leads and Deals you can use business processes. Business processes are connected directly from the lists of elements - you can choose one of the ready-made and customized business processes. And with the help of the Business Process Designer, you can create a new business process and include all possible actions on the CRM element in it: perform some action, send letters, assign responsible persons, set a task, etc.
During execution, a business process can automatically change the status of CRM elements, fill in some fields, create new elements, for example, deals.
The product delivery includes 2 standard business processes for CRM:
- Execution by stages (transactions)
- Lead processing (leads)
Search integration
Company Portal now supports search by CRM elements. You enter contacts, leads, deals, etc. into the search box. - and the search displays "hints" - where exactly what you are looking for is contained in CRM. CRM list filters now specify multiple items rather than just one as before. In search terms you can add elements such as phone, website, e-mail, company and others. In addition, search queries for these elements now use logical operations.
Internal CRM catalog
The CRM has built-in directory goods and services. This catalog is in no way connected with the online store and allows you to create transactions in the CRM itself without being tied to the online store. Work with CRM is proceeding according to scenario 2,. This directory is convenient to use, for example, when a web studio needs to bill for a service.
"Products" is a separate item in the CRM menu, and, unlike directories, is a full-fledged catalog. Products in the catalog are sorted by categories, you can create any structure, since the nesting of sections is not limited by anything.
Product listings in in the catalog are flexibly configured: the necessary columns are selected, sorting is set, the presentation is selected. Settings once specified can be saved to one of these views. To select the desired products, you can sort the list by one of the columns and, in addition, set search conditions. Catalog search also uses ready-made (saved) filters. Each manager can create their own filters and then quickly use them when working with products.
To add products to the CRM catalog, a simple form containing a small number of fields is used. Tabs and fields on these tabs are configured in the form, a color scheme is selected. In the properties of the product, the following is specified: name, description, activity, currency, price, section and sorting. When the activity is removed, the product is not displayed in the catalog.
Products in the catalog can be in different currencies, and the currency is selected from the list available in CRM. The manager can sell a product from the catalog in another currency - different from the one specified in its properties. In this case, the price of the goods is automatically recalculated - in the desired currency.
If your CRM is associated with one or more online stores, then when creating a deal, you can choose whether or not to link it to an online store.
Reports
Using reports in CRM, you can evaluate the performance of sales managers, calculate the volume of transactions by contacts or companies, find out at what stages the transactions are, and whether they need to be “pushed”. For example, you can find out how many deals each of the managers made, how many of them were won and how many were lost. Or how much a group of managers concluded transactions for a selected period.CRM contains 8 standard reports. You can immediately use these ready-made reports in your work or take them as a basis - as templates when designing your own reports. CRM integrated with . Using the constructor, you can independently create various reports for analyzing transactions in CRM.
- The volume of transactions by managers. The report shows the total volume of deals that managers worked on during the reporting period, the share of won and failed deals, as well as the income received by managers from won deals. The report allows you to compare the work of managers in terms of total profitability and the efficiency of work on transactions. The report is intended for department heads.
- The volume of transactions by contacts. The report shows the total volume of transactions carried out by contacts during the reporting period, the share of won and failed transactions, as well as the income received from won transactions. The report allows you to highlight the most valuable contacts for work and is intended for managers (analysis of their contacts) and their supervisors (analysis of all contacts with whom their department works).
- Company profitability. The report shows the total income that was received from the conclusion of transactions with companies for the specified reporting period. The report allows you to highlight the most valuable companies for further work and is intended for managers to analyze their companies and their leaders to analyze all the companies with which their departments work.
- The volume of transactions by companies. The report shows the total volume of transactions carried out by companies during the reporting period, the share of won and failed transactions, as well as the income received from won transactions. The report allows you to highlight the most valuable companies to work with and is designed for managers to analyze their companies and their leaders to analyze all the companies that their departments work with.
- Won deals. The report shows a list of successfully completed transactions for the reporting period.
- Overdue transactions. The report shows a list of transactions, the processing of which should have been completed according to the plan, but was not completed for some reason. The report allows you to track overdue transactions to stimulate the efforts of managers responsible for them. The report is intended for managers (tracking their delinquent deals) and for their leaders (tracking the overall picture of delinquent deals by department and being able to take action).
- Expected sales. The report shows a list of transactions that are currently in an unfinished stage and which should be completed in the near future. The report allows you to evaluate the expected income in the context of transactions of different types, different probability of successful completion, different clients and responsible persons. This report is intended to guide management in assessing likely income.
- Distribution of pending transactions by stages. The report shows the distribution of open deals by stages and allows you to evaluate the current state of the portfolio on this basis. The report is intended for managers to assess the number and proportion of transactions that are in different stages.
- Commodity income. The report shows how much, for what amount and what goods were sold during the reporting period. The report allows you to highlight the best-selling products and is intended for managers.
Report« Deals won"
Work in reports filters, with the help of which the data in the report is concretized and refined. For example, in the report "Won deals" in the filter, the period for the report, the amount of the deal and its type are set, responsible persons and the company are selected. As a result, on this report you can see what exactly the manager sold, or what exactly the customers bought - what deals they made.
|
|
You can create a new CRM report from scratch using the designer. Or copy one of the ready-made reports, taking it as a basis for your own.
They see reports, can edit them and add employees with the appropriate roles in CRM, endowed with certain access rights. An ordinary manager builds a report only on his deals, contacts, etc. Heads of departments - reports on all managers who are in their charge. Director - sees everything, in any context, from the employee and departments to the entire company. All work in CRM is now "in sight" of the management.
Reports - "feedback"
The manager needs to know what is happening in the company, and in the same way, it is important for employees to know that their work was appreciated, noticed how well it was done. Analyzing the reports will help the manager to assess the "bottlenecks" in CRM, for example, to determine where the tasks for transactions are performed with poor quality and determine the reasons for this. Thus, reports allow not only to control the performance and achievements of managers, but also to identify those aspects of work that need to be developed.
Reports change in real time, depending on the progress of transaction processing. So, each manager sees how many transactions he has, how many of them are in progress, executed or overdue. And everyone can evaluate for himself how effectively he copes with the work. The main thing is that the manager, looking at the reports he has built, sees his performance, strives to improve them, understands how to become more efficient and useful for the company.
Scenarios
CRM Use Cases
The delivery of the product "1C-Bitrix: Corporate Portal" includes typical scenarios for CRM with an online store. Typical scenarios will help your managers quickly master the work with orders in an online store directly from CRM. To use scenarios, it is enough to go to an online store -> CRM and set the necessary rules in the CRM itself.
|
Download all scenarios (ZIP, 5 Mb) |
Online store order processing in CRM
Scenario 1: "Working with a deal from an online store"
This is a scenario for using CRM in conjunction with an online store. The client himself went to the website of the online store and placed an order. A new deal appears in CRM. The manager receives a notification about this and "squeezes" the Internet order - performs all possible actions to transfer the transaction to the status "Closed with success". For example, if an order in an online store “lays” unpaid for a very long time, the manager calls the client, clarifies his intentions, edits the order, if necessary, sets the delivery task for the courier and completes the transaction.
1. The client places an order in an online store running "1C-Bitrix: Site Management"
The buyer performs typical actions for an online store: adds goods to his cart, selects delivery and payment methods, adds wishes for delivery time and places an order.
2. Data about the order and the client are sent to the corporate portal CRM
The transfer is carried out according to the protocol CommerceML. The forwarding interval is set in the CRM settings.
3. Linking a deal to a manager
Link to manager can be done randomly or according to CRM rules. For example, transactions can be “scattered” among managers depending on the characteristics of the order or client. And if you turn off the option of linking to managers in setting up the connection between CRM and the online store, then they themselves will “parse” transactions from the general list.
Rules for appointing a manager:
- transactions are distributed randomly among CRM managers, taking into account the presence of the manager in the office;
- transactions are distributed between managers based on the parameters of the transaction (transaction amount, availability of goods of a certain category, etc.) or based on the parameters of the client (type of client, VIP, etc.)
- transactions may initially be without responsibility.
4. Manager notification
The manager can do other things not related to CRM, but he will definitely find out that a new transaction has arrived from the online store. Immediately after the creation of the transaction, the manager responsible for it will receive a notification. The notification center of the portal “blinks” with unread notifications and its notifications not only display information about a new transaction (date of creation and which online store), but also allow you to immediately proceed to processing the transaction.
5. Transaction processing, familiarization
Having received a new deal, the manager first of all checks the contact details, reads the client's comments, looks through the list of goods and clarifies the client's intentions. Having made sure during such an initial inspection of the transaction that everything is in order with the order and this is not “garbage”, the manager calls the client in order to clarify the details. All actions performed by the manager during transaction processing are recorded in magazine: supplied tasks performed calls appointed meetings sent letters.
At call registration a window pops up in which the current date is automatically entered, data on the client is filled in (taken from the contact) - whom he is calling. The manager makes notes - writes down the subject and description of the call. For example, the subject is to check the intentions of the client, in the description - to check if the client is real.
7. Processing the deal, scheduling a new call
In the same call dialog, the manager sets the frequency of repeated calls if the client did not answer or the agreement was not reached. A “reminder” is set up for new calls, and they will be made on time. The manager can work with other tasks.
8. Transaction processing. Action notification
From the pop-up reminder of the call, the manager goes back to the deal, sees the whole story on it and immediately understands what he should do next. All the information on the transaction and the log is at his fingertips, nothing needs to be memorized and written down. This is very convenient for managers who are busy processing a large number of transactions.
9. Transaction processing. Making a call back
The manager can assign repeated calls as much as he wants, until the result is achieved (button "Add a call"). The call dialog when switching from a reminder notification opens automatically. The manager calls and clarifies the intentions of the buyer. Suppose a customer refuses one of the goods. The manager immediately, without disconnecting from the client, minimizes the call window and edits the order.
10. Transaction processing. Order editing
Order editing occurs in its pop-up window. And it should be especially noted that the manager works with real "live" data of the online store. At the same time, it works from CRM, without going to the online store itself. The manager can repack the order directly from CRM, and the changes immediately occur both in the online store and in CRM.
All the functionality of working with an online store order is available, including discounts, coupons, and calculation of shipping costs. After saving the order, the composition of the transaction and the total amounts in CRM are automatically updated taking into account the changes made. All order data is synchronized in both directions. For example, a client paid for his order - and the status of this order immediately changed in CRM.
11. Transaction processing. Assigning a task to a courier
Having specified all the information on the order and making sure that the client is ready to pay for it, the manager sets the task for the courier. Task setting is performed directly from CRM. In the task, as a description, you can enter the client's wishes for the delivery time, set a deadline, add some document and include a reminder to the courier. Here, in the call dialog, the manager writes a short report (he called the client, clarified his intentions, handed over to the courier to deliver the order).
12. Transaction processing. Notification of the manager about the delivery of goods
The courier delivers the order and completes the task. The manager is notified of this and moves on to the deal again to close it this time.
13. Transaction processing. Closing the deal
The manager edits the order again - changes the status of the order to "Deal completed". The changes are saved in the online store, and the transaction status is automatically changed to “Deal closed successfully” in CRM.
Scenario 2: "Creating a deal on a customer call"
A CRM manager can create a deal by calling a client by placing an order for him in an online store or by selecting goods from the internal CRM catalog. Companies with one online store or several, and which have CRM integration configured, can use two options for creating a deal on a client's call:
- option without linking to the online store
- online store option
Option without linking to an online store
This script is used if:
- the company does not have its own online store, and it is necessary to keep records of sales of a small number of goods and services in CRM
- the company has an online store, but in addition to online sales, it is necessary to take into account the provision of some additional services in CRM
1. Creating a deal, choosing goods
The manager's phone receives call from client, which may have an initial idea of the service or product offered. The manager gives the client detailed information and, if he wants to buy something, goes to the page for creating a deal in CRM. The manager himself forms the order , choosing goods from the catalog built into the CRM . Instant catalog search allows you to select products and services by the first letters of their names. The manager can immediately put down the quantity for each item in the order, edit the prices of any product, making, for example, a discount for the client. And the transaction amount is automatically recalculated.
2. Creating a deal, linking a contact to a deal
The manager asks the client to introduce himself and links the deal to the contact. First, it checks for the presence of such a client in the CRM database. If it is not there, it creates a new contact without leaving the transaction window - it fills out a form with personal data.
3. Creating a deal, making a comment
In the transaction window, the manager adds comments, for example, that the client asked for a delivery at a certain time. The deal is saved. The client is waiting for the order. The manager can assign a task to the courier for delivery.
4. Creating a deal, filling in deal properties
When creating a deal, the manager fills in the main fields of the deal: name, stage, amount, responsible, type, probability of its successful completion. If the transaction should be viewed by all CRM managers, the "daw" "Available to all" is set. The deal has been created. Further work with the deal is performed in the same way as in scenario 1, starting from .
Scenario 2: "Creating a deal on a customer call"
Online store option
How can a customer find out about your products? See with friends or in a program like "Shop on the couch", read about them in the media, etc. For some customers, it is sometimes easier to call the company's sales department than to find the right product in the online store and place an order. This use case of integration with CRM allows you to "pick up" and not miss the client by quickly placing an order for him.The scenario linked to the online store has Benefits and works if the company has an online store integrated with CRM. This option of creating a deal is much more convenient for the manager, since most of the data on goods and customers is auto-filled from the online store. The manager processes the call faster and makes an order for the client, it takes much less time than when working with the internal CRM catalog.
The form for creating a new deal in this option contains a checkbox "Deal from an online store". The manager has a choice: whether to link to the online store a new deal created by the client’s call or not. When linking to an online store is activated, some fields are blocked in the deal creation form. The manager should not fill in or change such fields, since they are transferred and filled in from the online store.
The manager no longer selects a product from the internal catalog, but creates an order for the client from the online store. Instead of the "Add product" button in its form, the button "Create an order in the online store" appears. By pressing this button, a window for creating and editing a "live" order in the online store pops up. In this case, the manager works with the online store data: selects products from the online store catalog, applies all currently available discounts, creates a new customer profile or links an order to an existing one, sets payment and delivery methods.
After saving the order in the online store, the data on it is transferred to CRM and the manager sees the transaction page with the filled in data for the order. A contact is automatically created in CRM - according to the data that the manager entered when creating an account in the online store.
After the order manager forms an order in the online store, the client leaves the account - everything happens exactly the same as if the client himself made the order. The client can pay for the order through payment systems, if such a payment method has been chosen. The client can log into his profile in the online store, track the status of the order and use all the convenient services for online trading.
And a new transaction is added to CRM, and all its processing goes on, except for the fact that there is no need to “call up” the client - after all, he himself asked to place an order and agrees to pay for it.
Scenario 3: Create and process a lead from a web form
This scenario is not explicitly tied to an online store and uses data from web forms on sites. According to such web forms, a lead appears in CRM, which, upon further processing, is converted into a contact, a company, and a deal.
1. Create a lead from a web form
The client enters a site running on "1C-Bitrix: Site Management" and fills out some form, saves and sends his data with the form. The company gets a lead.
2. Sending lead data from your website via API to CRM
Leads are loaded into CRM from web forms on company websites. Where do these leads come from? In the product "1C-Bitrix: Site Management" version 11.5 in web forms, you can configure the connection with CRM. When the integration is activated, the data from the web form is automatically transferred to the CRM. On a special tab of the form, settings for communication with CRM are set: URL of the project with CRM, data for authorization. This is where you select the web form fields that will be exported to CRM.
4. Linking a lead to a manager
The lead is automatically linked to the CRM manager. The manager assignment is performed according to the authorization data specified when setting up the web form. That is, by default
leads from the web form are processed by the manager, whose authorization data is specified in the web forms and CRM integration settings.
5. Manager notification
Let's say in the web form settings you have specified a manager who will perform the primary data processing. The manager checks this data for reality and deletes obviously "garbage" records. If the data from the web form shows what the client was interested in, then the corresponding products are added to the lead. After that, the manager changes the status of the lead to "Processing" and transfers it to more experienced colleagues.
Subsequent lead processing is performed similarly to scenario 1, starting with . The manager clarifies the intentions of the client, calls him, sets tasks for colleagues, plans various actions. At the same time, the lead is converted into a contact, a company, and a deal.
CRM system
Customer Relationship Management System- customer relationship management system. The purpose of the system: to increase the level of sales and improve the quality of customer service. A sales funnel is built in the CRM system report with an unlimited number of levels. The CRM system can be integrated with the company website to save the received leads (for example, completed web forms) directly to CRM on the corporate portal.A CRM system is necessary for those departments of your company that are in direct contact with customers in their daily work. These are the departments of sales of goods and services, support, marketing - it is these departments that, based on the data entered in CRM, analyze the marketing operations and market trends.
The purpose of CRM as an information system is to automate the company's business processes and ensure the interaction of all its departments with customers. CRM solves problems aimed at customer satisfaction and retention. CRM optimizes the company's activities, as it reduces the costs associated with the search and processing of information, data analysis, and sales management.- A single repository of primary information on clients and work with them (contact database)
- Reporting, performance analysis, sales funnel
- Work with clients directly from CRM itself:
- event accounting
- setting goals
- reminders, calendar
- planning
How does CRM work?
With the help of CRM, the manager, together with a potential client, makes a journey from a Lead to a perfect Deal. CRM can be used in two versions:
- as database by contacts and companies,
- like a classic CRM
1. CRM as a database
Using CRM as a database of contacts and companies allows you to keep a history of relationships with them. The main entity in this case is the Contact and the Company, in which the history of relationships is kept with the help of Events. The use of CRM as a database does not exclude the creation of individual Leads as a result of some Events and their conversion into a Deal.
Operation of the CRM system
2. Classic CRM
In classic CRM, the main entity is the Lead, which is added to the system manually by the manager, automatically from 1C-Bitrix Site Manager or by other means. The lead after adding and processing can be converted into Contacts, Companies or a Deal. In the first two cases, the Lead becomes a regular element of the database. In the second case, when passing through the Sales Funnel, it becomes a real sale.
What you need to know to stay ahead of the competition:
- how to quickly implement CRM,
How to work with a client in CRM,
What are the settings for deals and multi-funnel,
How to work with online accounts,
How to allocate access rights,
What are business processes
How a mobile app improves your efficiency.
What is Omnichannel CRM?
There are different ways to conduct sales and negotiate with customers: by phone or in a messenger, on a social network or through a website form, by e-mail or in person. Interacting, you accumulate data about the client, about the meetings held, use some services, as a result, the information is stored separately. But you can connect CRM to all this, which will automatically collect and save all the information received for you.CRM is an essential part , and it is closely interconnected with other portal services. Thanks to this, for example, when setting a task, you can immediately indicate which client it is associated with. In addition, you can attach documents or customer cards to CRM, set up business processes for processing incoming or outgoing leads. There is also a full bundle with telephony, which allows you to record all telephone conversations with clients.
Connecting connectors and collecting data
For CRM to become your indispensable assistant, it must be connected and configured correctly. Where to begin? First you need to select connectors - the services through which you will receive the contact details of your potential customers. The first one is email.Email connection
On the left in the menu bar, select "CRM", go to the item "Mail" and on the page that opens, select the last tab "Mail services":You will see a list of email services that can be connected to your CRM.
Select the service in which the mail is located through which you correspond with customers, and on the open page:
- enter your mailbox username and password,
Check the box next to the "Link to CRM" option,
Check the box next to the "Collect data for ..." option: note that here you yourself choose the period for which data will be collected from your mailbox. (Note. You can collect data for the whole time only if you have connected the upper tariff, the default is “for 3 days”),
Enter a list of addresses that you want to exclude from processing and do not need to be entered into CRM,
Click the "Connect" button.
Connecting social networks and messengers
Another popular and modern way to communicate with potential customers is social networks and instant messengers. This is convenient for the client, but not always convenient for you, since all information is stored separately, and in order to gain access to it, you need to enter dialogues with clients in social networks or instant messengers again and again. Of course, you can manually transfer data to CRM, but this will be a waste of time for the manager. It is much easier to immediately connect CRM to your page on a social network or messenger.To do this, in the "Company" section in the menu on the left, go to the "Open Lines" subsection. On the page that opens, select "Create a new line". You will see a page that you need to fill out and configure:
Using the fine-tuning of the open line, you can set automatic lead creation, assign responsible employees, set up the order and distribution of messages between employees, select the necessary actions when processing unanswered messages, set the open line working hours (for example, from 8.00 to 17.00), etc. d.
Enter the name of the open line so that later you can see where the client came from. Scroll to the very bottom of the page and select the required communication channel from the list (online chat, Telegram, Vkontakte, Facebook, Network 2.0, Viber - the list will be gradually updated), for example, "Vkontakte":
To connect to a social network, you need to be an authorized user. After you click the "Connect" button, you will see a list of groups where you are an administrator, and you will be able to choose: connect a personal page or a group (public page). In the dialog box that opens, allow the portal access to public page messages.
The main advantage of this integration is that you can instantly respond to customer messages, as you receive them directly in a business chat, and your customer sees the answer in a social network or messenger.
Please note that in business chat you have a few extra features. At the top, where the contact details are indicated, there are two hint indicators: CRM - means that this contact has already been entered as a lead, and the icon of the social network or messenger from which you receive the message.
You can:
- invite another interlocutor to the dialogue - an employee of the company, who will see all previous correspondence with the client, even if he joined in the middle or end of the conversation,
- forward the current conversation to another employee,
- pin the dialog so as not to search further in the chat contact list,
- go to CRM to view customer data,
- end the dialogue
- view message history.
Phone connection
In order for your CRM to be replenished with the phone numbers of potential customers, use the Telephony service. To do this, select the appropriate menu item on the left and go to the "Manage Numbers" page, where you can choose the method that is convenient for you:
You can:
- link your number - your existing corporate number,
- rent a number from the operator,
- connect your own PBX.
- process extension number
- check the number in the CRM database (if the number is found, automatically create a lead),
- set up a queue
- configure handling of unanswered calls,
- enable recording of all calls,
- include an assessment of the quality of service,
- set the working hours of the number,
- ring tones.
Connecting the form to the site
One of the mandatory elements of the site is a form of feedback or contact with the company. It can also be connected to CRM and even created directly on the portal. Go to the "CRM" section and select "CRM Forms". On the page that appears, select Create Forms.All the fields that you fill in this form are already integrated into CRM, that is, in the future you will see them already in the client card, lead, etc.
Fill in the heading field: the first is your internal one, the second is the one that your potential client will see. Select the required fields in the menu on the side: first and last name, phone, e-mail, etc.
You can also set up:
- message color,
- button lettering,
- appoint a responsible officer who will process this data,
- what to do with this data (create a lead, client, deal, offer, invoice),
- required fields to fill,
- background and form type,
- license agreement or rules (for example, consent to the processing of personal data),
- actions after filling out the form: on successful completion of the form (for example, say "thank you"), redirect to the previous page, on unsuccessful completion of the form (indicate what to do).
Also, when creating a form, you receive not only a link to its web version, which you can provide to your client, but also at the bottom in the "Links and Codes" section - a code for embedding the form on your existing site. Just copy the script and paste it into your site's code.
Connection 1C
You also have the opportunity to transfer your clients from 1C. To do this, select the "1C-Bitrix24" item in the menu on the left and follow the prompts of the connection wizard that will appear on the page that opens. You will need:- download and install the "1C + Bitrix24" module,
- connect 1C with as shown in the master picture,
- enter the specified key,
- fill in two fields.
This is a one-way connector: data is transferred only from 1C to , everything that you will fill in in the future in the opposite direction, that is, in 1C, will not be automatically entered. There is a separate integration of 1C and which works both ways. This feature is available on higher plans.
These are the most common connectors, the list of which will be gradually expanded and supplemented. You can also manually fill in the actions that were performed in various services, for example, indicate the appointment: date, time and result. In the future, you can view this information in the client card and lead, if it was created.
Working with contacts in CRM
After setting up the connectors, your CRM will gradually be filled with contacts, which, depending on the settings you have specified, can be leads, contacts, companies, deals, offers, or invoices. In the future, by going to the appropriate section, you can set up a contact card. Cards in CRM are fully customizable, that is, you choose the fields that you need and give them names. To do this, go to contact editing and click on the "Add field" button at the very bottom of the page.CRM allows you to convert a lead into a contact (for working with individuals) or a company (for working with legal entities), a deal, offers and invoices. To do this, open the lead and in the right corner click on the arrow next to the “Create based on” item. Select the desired action from the drop-down menu.
After that, a client or company card will appear in the corresponding CRM tabs (depending on the action you choose). After that, you can edit the card, add a deal or offer to a contact or company, and issue an invoice.
When conducting a transaction, you can set its status, which will indicate at what stage it is. You choose the stages of the transaction yourself in the settings. To do this, click on the "Add direction" button in the upper right corner, select the required deal, go to "More", "References" and select the steps and statuses of the deals. In the future, when you create a deal, you will already have the name of the deal in the menu above and by clicking on the plus sign, you will create exactly the deal that is required.
View statistics
A convenient way to analyze your transactions is multi-funnel. To visually see at what stage the transactions are, go to the “Reports” tab.
Use the filters and set the period for which you want to view statistics. Multi-funnel reports can be viewed across all CRM sections (leads, contacts, companies, offers, deals, invoices).
Invoicing in CRM
Once you've processed a lead, converted it into a contact or company, and completed the related work, you've reached a deal or offer. The logical completion of a transaction or the implementation of an offer is a sale, one of the stages of which is invoicing. To issue invoices to your clients and companies, you need to complete the basic settings: fill in the details.Click the "More" button and select "Settings" and "Payment methods". On the page that appears, enter all the necessary data (if you have different accounts for legal entities and individuals, you can set up two different payment methods).
On the page that appears, you fill in the bank details, add the logo, facsimile and print scan and save. After your template has been saved and all the data has been entered correctly, go to the invoice tab.
Go to the list of accounts and click on the "Issue an invoice" button.
On the page that opens, fill in the fields:
- topic (for what payment),
- status,
- payer (company or contact from the list),
- payment method (for example, bank transfer),
- choose a product from the catalog.
You can print the finished invoice, save it in PDF, send it by e-mail.
You can also get a link to the generated invoice and provide it to your client. The main convenience is that the client can not only save and print out such an online invoice, but also pay through the payment service connected by you.
You can connect and set up a payment service for paying online bills in the CRM settings - Payment Methods. In the same place where you entered the bank details for payment (for a bank transfer), you can select "Yandex.Money" and "PayPal". On the page that opens, fill in all the fields yourself: you can get information from payment systems.
You can also link invoicing to a CRM form. Go to the creation of a CRM form and to the contact fields (first name, last name, phone number, e-mail), add fields from the "Account" category. After filling out this form, the client will immediately receive an invoice for payment through the selected payment system.
Distribution of access rights to different elements of CRM
When company managers perform different functions and have different responsibilities, it is important to allocate access rights among them. Go to the CRM settings, select "Permissions", "Permissions". On the page that opens, you can set the rights for each manager in accordance with his role: manager, head of department, director, general director. You can also add a role yourself.By choosing a role, for example, "Manager", you can flexibly and finely configure access rights for each manager who works with leads, deals, companies, offers, contacts in a specially designed interface.
By choosing a value for CRM entities, you can allow the manager to see his own and other people's transactions, add, modify, delete, export and import entities - both his own and those of other managers. Thanks to the variety of setting items, you can combine managers, for example, if you have several employees working in pairs. You can also restrict access to certain features.
CRM Automation
One of the main advantages of CRM is that its work can be automated. For example, set up automatic creation of tasks when a lead appears or set up the distribution of deals between your managers (for example, up to a certain amount of clients is served by one employee, and more than that by another). To do this, go to the CRM settings, select "Automation" - "Business processes". You can set up business processes for leads, contacts, companies, and deals. In the constructor, you create a business process template, according to which, when a new lead appears, your employee is automatically assigned a task,Attention!
Business processes are only available on top cloud plans .
Mobile app
As a rule, not all employees have the opportunity to constantly be near the computer during the working day: field trips, meetings with the client, etc. Always stay in touch, communicate with customers and fully manage CRM will help the mobile application .The mobile version allows you to perform the same actions in CRM as the full version for PC: create and process leads, conduct transactions, issue invoices, view statistics and analyze the work of employees.
Thus, the CRM system will become your reliable assistant in doing business. Everything will be collected and conveniently structured in it: the history of correspondence with the client, important information (contact, notes on negotiations, etc.), transaction statuses, conversation records. You will be able to issue invoices to him and monitor their payment, analyze transactions for the selected period and distribute roles between managers and even automate work thanks to business processes. A mobile application will help you to constantly monitor the work of the team. significantly saves your time, combines a large database of customers and counterparties, allows you to quickly respond to customer requests and analyze the entire company.
Quote on the topic of the day
I have never met a successful salesperson who would go to a client with an offer without having prepared for it in advance.
Buck Rogers (IBM)
The algorithm of our work
- Learn more about your company
Let's ask questions: What is the organizational structure of the company, are there any branches (if any, please send the scheme)? In which department is it planned to implement Bitrix24 CRM? What is currently used to maintain the client base? Do those who work with Clients have permanent access to the Internet? If there are restrictions, what are they? How many managers (employees) are planned to be connected to Bitrix24 CRM?
- Let's prepare for the start of the implementation of CRM Bitrix 24
We are official partners of 1C-Bitrix, so you can buy Bitrix24 CRM directly from us. At the same time, it provides bonus in the form of a 2-hour consultation CEO of Open Studio.
We will receive from you (or prepare together with you) a description of the key business processes in the sales department of your company. We will draw up a technical task for the implementation of CRM (settings that need to be done). Let's prepare data for testing manual import into CRM.
- We will perform technical work on setting up Bitrix24 CRM
Based on the agreed terms of reference, we carry out the settings. Among them: adding additional fields to Leads, Company, Contacts, Deals, etc.; creation of roles and distribution of access rights; integration with telephony (where necessary).
- We will develop regulations for employees, prepare a motivation system
We will write regulations for the use of CRM Bitrix 24 for your employees. We will discuss them with managers and supplement them based on the results of the discussion.
An important task is to make sure that the regulations are followed. Therefore, we will develop a motivation system for your employees. Alas, they have no choice :-)
- Staff training in CRM work, start of use and control of implementation of standards
We will conduct initial training for employees on working with Bitrix24 CRM. So that in the future new managers can learn on their own, we will record video tutorials for you with a demonstration of the main features.
After the implementation and launch of CRM in your company, we are ready to become an independent consultant and controller for the implementation of standards, as well as continue to improve them, working together with your managers.