About the company
VL Logistic, a transport and logistics company and 3PL operator, has been carrying out cargo transportation all over the world using all types of transport since 1999. VL Logistic has earned the reputation of a professional and reliable partner and has become one of the TOP 7 container forwarders in Russia. Many years of experience, implementation of innovations and realization of individual cases are the prerequisites of the company’s success.
Project goals and objectives
Background
Since 2021, the company had been using a custom-built CRM system. However, due to its limited functionality and inability to evolve, they began searching for a more advanced solution. VL Logistics required a system that could:
- transfer existing business processes;
- be customized to meet specific needs;
- integrate seamlessly with the company portal.
The management chose the Bitrix24 box solution, which fully met their requirements.
Project tasks:
- Facilitating collaboration across departments for managing Contacts, Companies, Leads, Deals, Cases (CRM tasks), and Tasks.
- Ensuring the ability to add, update, and store client and partner information, including the current status of tasks, calls, and emails.
- Synchronizing and integrating communication channels (telephony, email) for access via the portal and logging related events to specific processes and clients.
- Integrating website feedback forms with the corporate portal.
- Importing data from the old CRM system into Bitrix24.
- Ensuring a smooth transition to the new CRM system in the shortest time possible.
Deployment and Implementation
Design
After analyzing the customer’s processes, it was determined that Bitrix24 box solution functionality largely met their needs, requiring only a few adjustments. A key architectural decision was to utilize the “Processes in CRM card” module to manage numerous business process requests within leads and deals.
Development
Significant changes included creating a “Co-executors” field in Companies to extend access rights, replicating a feature from the previous CRM. Additionally, a modification was made to collapse sections in the Deals and Companies cards, streamlining the interface.
Data Migration
Data from the existing CRM’s company and contact fields were transferred to Bitrix24, ensuring that links between companies, contacts, and responsible users were preserved.
Implementation
Post-migration, employees began using the system immediately. To optimize the budget, video training courses were created for 300 users covering all configured processes, with access provided by the client.
Operational Support
During the initial phase, users received support. The client’s team handled first-line requests, while the First.Bit team addressed technical issues.
Project Results
The customer carried out an almost seamless migration from an existing CRM system to Bitrix24. Processes were set up as similar as possible to the way they worked in the previous system. Users completed open business transactions in the previous CRM and started new ones in Bitrix24. The efficiency of handling customer requests significantly improved, providing users with a more intuitive and modern interface packed with numerous additional features.
Key results:
- Creation of a comprehensive leads funnel and of 8 commercial transactions funnels.
- Implementation of detailed contact, company, lead, and commercial transactions maps, incorporating over 250 fields in total.
- Successful data migration involving approximately 20,000 companies and 15,000 contacts.
- Automation of over a dozen business processes, ranging from simple to highly complex.
