eCommerce Automation

Results

Project Challenges

Our project involved handling an extensive client product catalog, comprising more than 25,000 SKUs available on their website. The main task was to automatically import these products from the client's website into the Bitrix24 system. This process required precise synchronization not only of product assortment but also of inventory information. Additionally, the client actively operates on multiple local marketplaces, adding complexity to order management and synchronization with Bitrix24.

Centralized Customer Interaction System

As part of our integration work, we consolidated multiple communication channels into one system. Now, telephony, Instagram, Facebook, email, online chats, as well as integration with major marketplaces and website functionality, including forms and the shopping cart, are all unified. This allowed us to gather the entire interaction history with each customer in one place. Client managers can now conduct all communication through a single platform, saving time and avoiding the need to switch between different services.

Integration of forms and orders from the client's website was accomplished using the Flamix plugin: WooCommerce and Bitrix24 integration. This not only allowed us to collect customer-provided data but also track essential analytical information such as visited pages, UTM tags, and user identifiers. This data became critical for automating and optimizing the client's advertising strategies, significantly improving their effectiveness.

A significant portion of the client's orders comes from various marketplaces, including Rozetka, Prom, Kasta, Allo and Epicenter. Previously, it was challenging for client managers to monitor the influx of new orders and changes in their statuses in different dashboards, leading to processing delays and order loss. Now, thanks to the integration of marketplaces with Bitrix24, all orders are collected in one system. This enables client managers to process orders from any source within the unified Bitrix24 system, improving customer service and preventing order loss.

Inventory Management

We successfully implemented an inventory management system in Bitrix24 for the client, utilizing the built-in module. This module displays product availability directly in the deal card, proving to be extremely convenient for both sales managers and warehouse personnel.

The implementation of inventory management involved several key stages. The first step was data exchange for products to ensure that the Bitrix24 catalog fully matched the client's website assortment. Next, we configured data exchange for products rests levels to ensure the accuracy of this information on the website. Additionally, an inventory process was implemented to help maintain accurate stock data.

We significantly expanded the functionality of the inventory module. It not only manages current inventory but also assists in generating purchase orders, a feature we called "Inventory Control." This tool allows the purchaser to specify the required quantity of each product, and our system automatically generates weekly reports on which items need to be replenished to maintain optimal stock levels. This streamlines inventory management and procurement processes.

Cross-Channel Analytics, Financial Management, and Advertising

To achieve cross-channel analytics, we utilized two key tools in the project: the Bitrix24 WooCommerce Integration plugin and the Call Tracking service RingoStat. These tools allowed us to accurately track UTM tags, which form the basis for analyzing the effectiveness of advertising campaigns. Advertising expenses in Google AdWords are automatically accounted for daily, while expenses for other acquisition channels, such as marketplaces, are manually entered into the system each month. This approach provides a comprehensive understanding of the impact of advertising efforts on overall business effectiveness.

Financial management in the project was organized semi-automatically. Revenues are automatically recorded thanks to the "Financial Accounting" plugin and a bot that adds income upon deal closure. The process of accepting payments from customers is also automated: once an order is confirmed over the phone, a special payment link is sent to the customer, allowing them to choose a convenient payment method. After payment, the deal status is automatically changed to "Prepayment Received." To simplify this process, the LiqPay payment gateway was added.

In the realm of targeting and contextual advertising, we leveraged an extensive customer database stored in the unified Bitrix24 system, significantly boosting the effectiveness of targeted advertising campaigns using Look-alike audiences. Previously, the client followed a "Maximum Clicks" strategy, but with our Flamix: Bitrix24 Google and Facebook Integration and Call Tracking integration, we were able to teach Google which customers actually make purchases. Following this, the strategy shifted to "Maximum Conversions," resulting in a roughly 500% reduction in customer acquisition costs. While the overall number of inquiries decreased, their quality and effectiveness improved significantly.

Automation

When working on new projects, our approach to automation is based on gradual implementation. We believe that it's best to start with manual work to develop an efficient workflow. Afterward, we can gradually automate it. Our experience shows that full automation from the beginning often leads to issues as it can hinder understanding and optimization of key processes. Therefore, we carefully study all aspects of the client's operations before applying automation where it can genuinely enhance processes.

Within the implemented projects, we automated numerous processes:

• Automatic notification in Telegram when a new order is received;
• Calculation of "customer adequacy" based on the number and total amount of previous orders, as well as the purchase percentage;
• Sending SMS notifications to customers about their order statuses;
• Automated prepayment acceptance through LiqPay;
• Generation of waybills (TTN) and synchronization of shipment statuses with Nova Poshta and Rozetka Delivery;
• Integration with Google and Facebook for advertising campaign optimization (How it work);
• Development of warehouse software allowing order collection through barcode scanning;
• Automatic data transfer of order amounts to the financial system after deal closure.

Optimization statistics:

• 155 robots operate in the system;
• The sales funnel includes 17 stages;
• Customers receive more than 220 SMS messages daily.