It would take a long time to explain why copying submitted forms and order applications from a website to Bitrix24 CRM is a necessity. If you are reading the article, it implies you already understand why this is non-negotiable for businesses especially.
In this article, we have listed the most popular methods of achieving this. We also assess each and give our recommendations (or non-recommendation) for use. Feel free to use this guide. If you encounter any difficulty, write - we’d be glad to help
Capturing leads from web forms to Bitrix24
There are several ways of capturing submitted web forms to your Bitrix24 CRM
A. UNIVERSAL METHODS FOR ANY WEBSITE
Using Bitrix24 CRM-forms - fast, fun, aggressive
If you need to quickly connect a simple form to Bitrix24, CRM forms are the best option.
You just create a form in your Bitrix24, set the responsible persons, the composition of the fields and their appearance, and place the finished code on your website.
Linked fields are not supported when the available values in the next field depend on the previous one. For example, when someone selects a district, then the region option appears.
The appearance cannot be edited. You can slightly adjust the colors and font size, but you won't be able to arrange the fields in two columns.
Correct integration without “doing much". Every form submission immediately goes to leads, deals or contacts.
It works reliably, we haven’t encountered any serious issues using this method.
Fast and affordable - It can be set up in a few hours and placed on any site.
Additional fields can be created.
We recommend this method for simple cases.
Labor intensity - from 2 hours (including testing), depending on the complexity of the modifications you make to the appearance.
2. Integration via mail is like using crutches, but it works
Oftentimes, the forms on websites can be used to send emails. For example, to inform the client that their application has been accepted and then transfer the information they entered to your CRM.
This can be used to integrate your web form with Bitrix24.
To do this, you need to connect your email-box to Bitrix24. Next, set up the feedback form in such a way that this email-box is copied (cc-ed) when sending notifications to a client.
It is important that the email is sent to the particular client who submitted the form. If you only forward/send emails to your email-box, Bitrix24 will “glue" them all into one lead. If the client’s email address is included in the “recipients” bar, a new lead will be created.
It is important to add the email-box from which you send emails to Bitrix24 as a “user”. Only then will Bitrix24 understand that there is no need to create a new lead for it.
If you do everything right, a new lead will be created for every form submission. When the form is copied to your Bitrix24 CRM, the title of the form will be indicated as the lead name, and all other information from the body of the email will be added to the lead card as a comment.
The major advantage of this solution is that it is very fast to set up - connecting your mailbox to the portal takes minimal time.
There are quite a number of cons however
1. All the information from the form is converted to text, irrespective of their field types.
2. There are no UTM tags.
3. There could be errors in lead processing - Bitrix does not always understand what email to create a new lead with
We recommend this method as a last resort when others for some reason are not suitable.
Labour intensity - from 1 hour.
3. Integration with REST API - expensive, but flawless!
REST API is the "language" with which we can communicate with the Bitrix24 CRM( cloud and box). With its help, we can receive information about existing deals, contacts, companies and leads in the portal or create new ones.
To fully "speak" this "language", you need hosting with PHP support. If your site is not built on a web constructor, most likely the hosting where the site is located will do.
Integration using REST API is the most versatile and powerful method. You can capture any data type as-is and add your own logic. For example, check that a contact already exists with similar data. If so, link the newly submitted form/application to it. If not, create a contact and link the application form to it.
Another popular desire is to assign form submissions to different responsible persons, depending on the data filled in. For example, depending on the chosen branch, or service needed.
Probably the most important advantage of using REST API is the ability to get more data about the person who submitted the form than that which they filled in. We can transfer everything that is stored in UTM tags or known about the visitor to Bitrix24. This will be the first crucial step in building end-to-end analytics. By controlling your sales funnel in Bitrix24, you can understand where the highest quality traffic comes from and adjust your business model accordingly.
On one of our projects, we created a section in leads, companies and deals, where we recorded UTM tags, user region and other specified information. This was then used in making reports for marketers and managers.
There are many advantages to integration using the REST API, but only one disadvantage - unlike the methods described above, it requires a programmer!
We can set up a standard transmission using REST API in 10 hours. This is $350.
We recommend this method if you plan to conduct analytics using the information you capture from visitors who submit forms or you need to include some logic in the forms.
B. INTEGRATION OF BITRIX24 FORMS WITH A BITRIX SITE - You’re in luck (or are you?)
If your site is built on Bitrix, there is a chance that the integration will be quick and easy. To do this, you need to check how the feedback forms are made. If you find them under Services -> Web Forms, then you're in luck.
To integrate the form with your CRM, it is enough to specify the login and password of an employee who has access to the CRM and then configure the corresponding fields.
Do not forget to specify that all fields in the result are copied to the comment. So nothing will be lost for sure.
The configuration takes about 10 minutes, after which all submitted forms will create Bitrix24 leads.
We recommend this method as it is quick and hassle-free.
Integration of forms from Tilda, LP-Generator, etc. - hit or miss?
To integrate a CRM, Tilda, LP-Generator, etc., you usually need to install an application from the Bitrix24 marketplace.
Such applications either work or they don't. For example, when integrating a landing page on LP-Generator and a boxed version of Bitrix24, we experienced constant problems - loss of leads who were using mobile devices. Technical support could not proffer a solution to the problem, and eventually, we had to abandon the application.
If your website builder doesn't have an application, you'll have to write an integration from scratch. This isn’t cheap - from 20 hours upwards ($1000).
C. Integration of Bitrix24 with an online store
Transferring data from orders of an online store to a CRM system is a popular task. The work is clear, but not easy. The tricky part is that an order is a composite entity. Together with the order information, data about the buyer and the goods is transmitted. Plus, exchange of order statuses is usually required.
If you add marketing and statistics for end-to-end analytics here, it gets even more interesting.
A popular scheme looks like this:
The buyer places an order on the online store;
We check if such a buyer already exists in Bitrix24 *;
We check if Bitrix24 has such products *;
If there is a pre-existing buyer or product, then first we create them;
Next, we create a deal in Bitrix24, linking the buyer and products to it;
We add all marketing and statistical information to the deal ( for analytics )**;
When the status of a deal in Bitrix24 changes, we send notifications about this to the client;
When the status of the transaction in Bitrix24 changes, we change the order status on the website ***.
* This is optional. But in this case, it will not be possible to analyze sales by product, and there will be no sales history by buyer.
** This is also optional, but we recommend that you do it - Having analytics will greatly improve advertising efficiency and help reduce costs.
*** If the site serves only for receiving orders, order statuses cannot be returned.
Managers usually work with orders in Bitrix24. We can automate the sending of alerts and control deadlines using robots in CRM or business processes to keep them informed of every change in orders/deals.
Now that the task is clear, how can we achieve the integration?
Integration with an online store - a universal method
Universal method - to develop a module alongside the online store. Once again, the Bitrix24 REST API comes into play.
Using the capabilities of the CMS system on which your online store is developed, we control the order event and initiate sending information about it to Bitrix24. At the same time, we send marketing data and check whether the buyer already exists in Bitrix24.
Depending on the CMS system on which the site is made and the complexity of the exchange itself, this task often takes 10 to 40 hours($500-$2000)
2. Integration with an online store - a quick method
This method entails using email
After a buyer places an order, you send him an email confirming the order. In the body of the email, indicate all the necessary information. The email-box of the company is placed in a hidden copy of such a letter (This email-box must be connected to Bitrix24).
With this, new emails will create leads in Bitrix24. If you can attach information about a client to a letter in vCard format, then you can create a contact using it.
Limitations of this method:
All information about the order will be converted and transmitted as "text". That is, there will be no binding to products, the data will all be mixed up, instead of being separate fields, arranged by type.
You cannot create a deal, only a lead or a contact. However, you can set up automatic conversion of such leads into deals.
Of the advantages, one can single out only the price and speed - configurations can be done in a few hours (This does not take into account the very implementation of sending an email from an online store, as this is usually a standard function).
3. Integration of an online store on Bitrix with Bitrix24 - an almost perfect solution
There is a ready-made integration scheme for Bitrix online stores. As usual, with its own characteristics.
Orders from the online store are transferred to Bitrix24 in the form of transactions with a contact attached to them. Even goods can be transferred. On the outside, everything looks great, but there are certain nuances.
If you try to follow the product link, you will see a red "product not found" message. It means that although the product was created, there is no access to it. This is due to the limitations of the cloud version. Bitrix promised to fix this.
It would seem that there is no access to the product and it's okay - we see the name, the price is there. But we will run into problems if we want to transfer this order to another department. For example, in the form of an account in the 1C accounting system. When we tried this, only empty lines were transferred instead of goods.
Another popular request which cannot be achieved using this method is - change of order statuses. Online shop owners usually want that when a payment is received or when a transaction stage is changed by a manager, this is synchronized with the site.
In conclusion, the standard exchange between an online store created on Bitrix and a Bitrix24 corporate portal simplifies life, with a little extra work.
If you'd like to integrate your website with your Bitrix24 CRM so as to capture all leads, analyse your site visitors to help plan advertising and scale your business, leave us a message