Client: Grohe
Client info
Grohe is one of the most famous manufacturers of sanitary fittings, faucets and accessories. The company was founded in 1936 and today has departments in 15 countries all over the world. Grohe holds about 8% of the global market share. The company employs about 6,000 people worldwide.
Key features
CRM
Telephony
Chats
Tasks
Extranet
Groups and projects
Implemented services
Screenshots
Case details
Goal
The client, major manufacturer and supplier of sanitary equipment with an extensive network of service centers, set a task to automate the process of working with service requests by CRM means.
What we have done
We suggested taking the Deals tool as the basis for ticketing system. After configuring the internal Bitrix24 Telephony, we set the following logic: when an operator receives a call, by default, the client request is registered as a Lead and a Deal. While talking to the client, the operator finds out the reason for the request and indicates its type in the Deal card (for example, Repair and Maintenance, Order, etc.).
Then the operator moves the deal card through various stages and selects a task template that corresponds to the type of request and sets the task for one or more employees of the company, for instance, for an officer of a service center.
Usually, the operators receive about 5 or 6 types of requests. Each type of request has its task template with a unique scenario of work. In the task templates, we have set up checklists with steps that the service officers or other employees of the company should take to complete the task.
Among other things, we have configured Reports on types of requests and Deal stages. Thus, the client can assess the quantity and type of incoming requests and the quality of its processing at any given moment.
Also, the client asked us to allow operators to set tasks for service officers but at the same time to keep the portal as secluded as possible, which means to restrict access to the portal and CRM for the service officers. To make it possible, we assigned the service officers with the status of extranet users and created a group for each business unit. The officers cannot access CRM or other sections of Bitrix24. They can only work within their group and communicate only with its members. One of the key tools in groups is Chat - it is where operators and officers communicate the most.
Result
As a result of our cooperation, the client got a duly organized system for processing client requests. The process of warranty service is automated by the means of CRM (not a single request gets lost, all calls are registered and assigned with a special type, one can track the results). Now, operators and service officers have an allocated space for communication.