Bitrix24 Implementation in IT Company

Result

Challenges and Goals

At the heart of our project was the ambitious task: to fundamentally transform the interaction processes in an outsourcing IT company, ensuring direct and efficient communication between clients and developers. Using Bitrix24, our goal was to minimize the role of managers in the task transfer process, automate task setting, and simplify payroll processes. This was intended not only to accelerate task execution but also to make the interaction as transparent and comfortable as possible for all parties.

Effective Interaction System

Bitrix24 integration provided the creation of a unified and flexibly configurable platform for project management. The project started with our basic plugins: website integration with Bitrix24 and connecting sending conversions to Google and Facebook. All website inquiries now automatically enter the CRM, where they are classified and distributed according to the corresponding funnels. We developed a unique client portal within the system, where clients can independently set tasks, conduct dialogue with performers, and make payment for work. This allowed the company to take on even the smallest projects, significantly reducing the time and resources spent by managers (allowing some repetitive tasks to not involve managers at all).

Marketing and Comprehensive Analytics

One of the key aspects of our work was the implementation of comprehensive analytics for a deeper understanding of marketing effectiveness. Thanks to the plugins we developed for integration with Bitrix24, we were able to set up automatic data collection on every interaction with the client, from the first touch to the conversion. This allowed us not only to track the customer's journey through various channels and touchpoints but also to precisely determine which marketing channels and campaigns have the most significant impact on the customer's decision to cooperate with our company.

The comprehensive analytics system allowed us to accurately determine the most effective sources of customer acquisition. This provided valuable insights for optimizing the marketing budget and focusing efforts on the most promising and profitable acquisition channels. As a result, we not only increased the ROI of our marketing campaigns but also significantly improved the overall effectiveness of marketing expenses. With the help of the SendPulse plugin, we managed to launch a series of emails that warmed up the customer for purchase and demonstrated expertise.

Automation and Personalization

Setting up CRM for specific IT outsourcing processes included marketing automation using specialized modules developed by our team. Thanks to close integration with the website and the task management system, the company ensured a continuous flow of data about clients and their needs, allowing for a personalized approach to each customer.

HR: Employee Monitoring and Motivation System

Adding HR resources and integrating the system with a candidate database became a crucial step in human resources management. This allowed the HR department to effectively collect and analyze information about potential candidates. When there's a need to expand the team for new projects, HR specialists can easily access a selection of suitable profiles, coordinate details, and send personalized job offers via email or SMS, ensuring quick and efficient team replenishment. Initial data about candidates were pulled from popular HR platforms (Work and Rabota) and supplemented after interviews.

Transformation Results

As a result of implementing Bitrix24, the company achieved a noticeable increase in the efficiency of communication between clients and developers. In the first quarter after the project's implementation, the speed of launching new tasks increased by more than 150%, and the average response time to customer requests was reduced from 24 to 3 hours. The introduction of a direct communication system and process automation reduced the workload on project managers by 80%.

Automating payroll calculation made the process completely transparent to employees, which in turn, increased their job satisfaction and motivation. Consequently, the productivity of the developer team increased by 25%.

The introduction of a personalized approach to customer service and the automation of marketing campaigns led to a 50% increase in the conversion of incoming requests and a significant increase in customer loyalty. The overall revenue growth of the company a year after the implementation of Bitrix24 was 35%, and the customer retention level doubled, thereby confirming the company's status as a leader in its niche.