Group of Companies “Relax” is a prominent national manufacturer specializing in medical clothing and personal protective equipment against infections for medical institutions. With a solid reputation among leading medical establishments in Ukraine, the company is committed to upholding high standards and ensuring consistency across all facets of its operations. Boasting in-house production capabilities and an engineering department, “Relax” can swiftly respond to market demands, innovate new products, and facilitate mass production.

Goals and Objectives:

The primary challenge encountered by Group of Companies “Relax” was to identify a CRM system that could strike a balance between user-friendliness for managers and robust functionality for management. Their objectives included the ability to oversee and manage sales processes effectively, automate customer communication, and gain insights through KPI analytics on online sales.

Challenges Faced:

“Relax” faced the task of finding a CRM solution that would cater to both managerial control and user-friendly interfaces. They needed a system capable of supporting various sales algorithms and departments while ensuring seamless communication with customers. Additionally, they sought a platform that could facilitate IP-telephony integration, call reporting, and support for multiple communication channels.

Solution and Implementation:

After careful consideration, Group of Companies “Relax” chose the Bitrix24 cloud platform, opting for the Standard plan. The implemented solution encompassed several key elements:

• Custom fields creation in the CRM section, tailored to leads, contacts, and transactions.
• Establishment of distinct employee roles and configuration of role-specific rights.
• Integration of IP-telephony and configuration of call detail reports.
• Creation of multiple sales funnels catering to different departments and sales approaches.
• Configuration of robots to automate processes within these sales funnels.
• Integration of open lines and communication channels such as Viber and Telegram.
• Development and addition of a widget to the company’s main website.
• Implementation of filters in the analytics section for general use by managers.
• Generation of personalized reports on sales, lead interactions, and manager performance using the report builder.

Key Elements of the Solution:

The chosen Bitrix24 solution enabled Group of Companies “Relax” to:

• Empower managers with a user-friendly interface for effective client relationship management.
• Provide management with comprehensive analytics and reports on managerial performance.
• Implement tailored sales funnels and automate workflows to improve efficiency.
• Connect and manage various communication channels for streamlined customer interactions.
• Offer real-time IP-telephony integration for enhanced communication and reporting.

Benefits Realized:

Through the Bitrix24 implementation, Group of Companies “Relax” achieved notable benefits:

• Managers gained a convenient and intuitive tool to proficiently manage client relationships.
• Management obtained detailed insights and reports on managerial activities and performance.
• Enhanced sales funnel customization and workflow automation led to increased efficiency.
• Seamless communication integration improved customer engagement and satisfaction.
• The groundwork for future growth was laid, with plans to transition to the Professional plan to utilize advanced business processes and features.

In conclusion, Group of Companies “Relax” successfully addressed their CRM needs by implementing Bitrix24, optimizing their sales processes, and achieving improved customer relationship management. The chosen solution facilitated efficient communication, automation, and analytics, positioning “Relax” for continued growth and success in the medical equipment manufacturing sector.