NDA, features of this case
In accordance with the signed NDA, we cannot name the exact scope of the Customer's activity, share screenshots, voice recordings, or any specifics in general.
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At first, it seemed this would be a problem as it wouldn’t allow us to share our experience on this project.
But while preparing this material, we realized that specific addresses, facts and screenshots did not change much in essence, and the lack of attachment to individuals and the specific enterprise does not stop us from making some important and meaningful generalizations.
In the end, it is perhaps for the better that this true story of the successful implementation of Bitrix24 in an industrial enterprise will be told without details.
The client’s Requirements - How Bitrix24 was chosen
About the enterprise
It is a modern well-organized factory. It receives small and large orders, has a warehouse, and constant shipment. The factory is divided into production and office sections.
The company actively uses IT tools, works in accordance with International Quality Standards (ISO).
In fact, business processes at the enterprise are regulated and applied. The sales department works according to several dozen standard regulations and there are separately stipulated procedures for working with wholesale buyers.
Of course, a successful enterprise is more than regulations, it’s an important instrument of order, which this enterprise had.
So, what was missing? Why the need for “one more system” and all the more, why is Bitrix24 needed?
The business goal of implementing an information system
Any large implementation of an information system is a revolution in the company. It goes beyond technology and databases. Implementation always affects people and their relationships with each other.
On the one hand, hiring a contractor for the implementation is an easier path, as he is not connected personally with the team and is not influenced by his personal relationships with them.
On the other hand, It takes understanding the dynamics and traditions of any team to be able to make meaningful changes. Otherwise, it’s easy to make grievous mistakes and make their work even harder.
A good technique for avoiding this situation is to understand from the very beginning the main need of the customer- The business goal of the implementation.
If you know the business goal, you can always understand whether a new introduction would hinder or help to achieve the goal, and reasonably prove your point of view.
We identified the business goal and a key implementation element. The most important features for our client were -
Ease when working with the CRM for dealers, and
Automation of the application/order processing business process.
Create a single united information space for the sales department, marketing department, as well as employees of several hundred dealers;
In the terminology of Bitrix24 - a CRM, Company Drive and internal communications, training for personnel, internal regulations.
Coordinate deliveries for dozens of dealers and distributors.
Provide access control in accordance with dealer agreements on the division of areas of responsibility: the dealer must see only his deals and contacts.In the terminology of Bitrix24 - Drive, CRM access rights, business processes in CRM in the feed.
Provision and automation of business processes for the sale of equipment and the transfer of defective equipment for warranty repair;
In the terminology of Bitrix24 - Business processes(aka Workflows).
Configuring Access of stakeholders to certain portions of the CRM based on regulations.
Drive and regulations.
The customer came with a good understanding of what they needed.
The major decision was to choose a specific implementation path.
We always recommend starting with the cloud Bitrix24 solution. Why? It is cheap, convenient and practical.
Chosen, bought, let's begin!
We have described the Bitrix24 implementation procedure several times. Here are some that may interest you:
Now, let’s tell you how we implemented Bitrix24 for this exemplary enterprise.
By the way, we are geographically remote from the Customer and have never met with his employees, although after several months of work we began to recognize everyone by their voices :)
How to implement Bitrix24 in a factory
1. Install the portal in the cloud.
buy a license key from INTERVOLGA and register
In this case, a second-level domain was connected, which isn’t a request we get frequently.
2. Upload the company structure.
This can be done with a connector to Microsoft Active Directory, but in this case they just entered it by hand.
3. Create the necessary groups for task assignment, invite members, develop and introduce regulations together with consultants, conduct mini-training.
Almost all clients request for "training" at the start. We kindly agree, name our price, and begin the process. A week later (sometimes after the first training session) it turns out that there was no need for a training in the first place. The most enthusiastic employees already understand how to work with the system and cheerfully poke at all the buttons; the not-so enthusiastic employees are relaxed but react to the boss's orders with an obedient jog.
Our Conclusion from this: The basic functionality of Bitrix24 can be learned almost “immediately", but the development of regulations and automation of business processes requires external experts.
4. CRM configuration for plant managers and the dealers’ managers.
Aside from the employees of the plant itself, Dealer’s Managers and distributors are also registered and work in the CRM portal. They have slightly different access rights and very different prices.
This was done to allow dealers to create orders themselves. Orders were implemented in the form of deals. The plant manager confirms this deal, i.e. Moves it from the “In progress” stage to the “Completed” stage.
In cloud Bitrix24, there is no way to prohibit a user from changing a deal stage. In this case, we introduced a regulation.
If it is important to prohibit such actions, we recommend using Business processes in the Feed or in Lists.
We configured the CRM’s access rights such that dealers could not see the orders of other dealers, and the plant managers could only see the orders of the dealers with whom they have direct business dealings.
5. Business Processes
Since it is impossible to create standalone documents in CRM (ie, you can only attach them to the fields of existing Entities (Invoice, Offer, Deal), we decided against using the standard Bitrix24 business processes
We rather implemented 2 business processes separately in the Lists section of the portal.
“Application for the supply of products” and
“Return of the product under warranty”
6. Creating a separate section for all Business Processes
Following on Step 5, to make their work even more convenient, We moved these Business Proccesses to the portal section Business Processes - Processes in Feed, so that all actions performed, which are related to the Business Processes, are displayed in the Live Feed
Examples of automated business processes
Of course, the client knows everything about his company. Much better than any consultant or specialist he may hire. While an external expert (in this case, an INTERVOLGA employee) understands Bitrix24, its capabilities and limitations much better than the customer, and has the necessary experience.
So, what do you do in such a situation? How can we get both parties to the middle where they understand each other?
We have a procedure for interviewing the customer and defining the processes in the company, which yields good results if we may say so ourselves.
It was necessary to define
what Documents exist, who they are created by, etc
Tasks that are involved in the different work processes of the company.
These concepts are clear to the customer and easily fit into Bitrix24
Testing and launch
We first implemented the processes on our "development portals".
Then, after testing, our client’s employees transferred the process in the form of a parameterized file to the client’s portal. This can be done, but it is much easier when the Customer gives administrative access to his portal.
In our experience, at first, our clients are reluctant to give admin access to their portal(which is understandable), but after 2-3 “manual” transfers of processes to the client's production portal, almost all clients give administrative access. And we do not abuse this privilege.
The result of this project is "top secret", but a lot of work.
Results of automating business processes using Bitrix24 in an industrial enterprise
The enterprise works on the cloud version of the Bitrix24 portal. Moving to the box is in consideration, but not a priority.
Several dozen employees and several hundred dealers actively use business processes.
Note to Directors:
The task to automate processes always looks like a “small diagram” and “half a page of text”.
We always write technical specifications, reformulating a business task into specific items: documents, statuses, steps, interfaces.
The total labour intensity of such a task is 20-25 hours (rarely more than 30).
The implementation took just under 3 months.
The enterprise now uses Bitrix24 drive and internal communications more actively. It also plans to introduce several new business processes.
The client was impressed with our work, and we felt accomplished.
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