In this case study, we will demonstrate optimization of maintenance planning process for the firm "UkrAqua". We will tell how we reduced the amount of manual work and minimized the human factor in the company.

Company UkrAqua sells and services water treatment systems. Maintenance procedure is regular for each their client.

Sales processing at our client occurs via Bitrix24. Managers guide customers through the sales funnel in an orderly manner in the SRM. The moment the deal moves to the TO planning stage - chaos ensues.

Prior to the project, employees could only create a TO deal by first confirming it with the customer. In this case, the conversion rate of closed service deals was always 100%. The reason was that the manager simply didn't create rejected deals.

The next step was to move the process from manager to administrator. He spent the lion's share of his working time transferring information from Bitrix24 to other services in order to connect the rest of the staff: the storekeeper, the teller and the service engineer.

The management of UkrAqua approached us with a request to optimize the service planning process. To realise it in a transparent way and reduce the time spent by the personnel on the same type of work.
One of the primary requests was to see what volume of maintenance service sales were planned for each month.

We carried out a detailed audit of the company's structure, understood the nuances of the work, and proceeded to formalize and configure an automatic business process in the CRM.

Creation of the service planning operation, only part of the optimization project "UkrAqua". We have collaborated with the client for several months. We implemented the client's objectives step by step. We started with structuring and automation of basic work in sales department and finished with fine-tuning of smaller processes.
We strongly recommend our customers to plan the process of SRM-system integration in this way. Thus, the new reality of work is easier to get accustomed to the staff, the management can control the quality of interaction with the new tool, notice and remove potential difficulties immediately, at the initial stage.

We mentioned above that our customer conducts sales in Bitrix24. For this purpose there are two types of funnels provided for managers in CRM: Sales and Service. In order for the customer to move to the second funnel "Service" after the "Sales" funnel, the manager has to create a new transaction and specify the planned date of the service.
In order to avoid previous problems, so that managers no longer forget to specify the date and to make sure that a service deal is created, we have made a number of adjustments in Bitrix24. When a manager completes a sale as successful, the CRM automatically opens a dialog box where a service date needs to be specified. Until the box is filled with the date, the system will not allow the sale to be closed.

A possible service date after purchase can be between 3 and 9 months. All service dates further than one month after purchase are automatically moved to the "Scheduled" funnel. There, these tasks go through four stages. Each stage is named after the time remaining until maintenance.

With the maintenance deal closed, Bitrix24 re-opens the dialog and prompts the manager to specify the next service date. A copy of the deal is created with the changed name. After the specified time the business process will repeat.

2 weeks before the scheduled maintenance, Bitrix24 will automatically send a message to the client reminding him that the service is due soon. Sometimes, after sending an SMS, the clients themselves call the manager back.