In any fast-growing business, managing customer relationships efficiently is critical. However, when I joined Gavbiz, there was no CRM system in place—customer data, communications, and order processes were scattered across different platforms, making collaboration challenging.

To address this, I led the implementation of Bitrix24 CRM, fully integrating it with OrderWise ERP to streamline our customer interactions and automate processes.

Project Overview & Key Steps

🔹 Customer Data Consolidation – Gathered and imported a complete list of customers, including multiple branches, delivery addresses, and contact details, ensuring all data was structured and accessible.

🔹 Employee Account Setup & Access Control – Created profiles for all employees, mapped company structures, and assigned appropriate permissions for secure access to the right CRM modules.

🔹 Email & Workflow Automation – Linked employee accounts to company emails and automated new lead and order creation, reducing manual workload.

🔹 ERP Integration via API – Connected Bitrix24 CRM to OrderWise ERP to automate order acknowledgements and dispatch emails, resulting in a 45% reduction in order processing time.

🔹 Omnichannel Communication – Integrated our company websites and social media platforms with Bitrix24 to centralize all customer inquiries in one place. A new contact form was also added to both websites, feeding directly into the CRM.

🔹 Customer Interaction Tracking – Established a system where every customer interaction—whether a sales visit, product demo, or training session—is logged in the CRM under the relevant customer profile.

Key Takeaways & Impact

✅ Increased efficiency – Order capturing time was reduced by 45% through process automation.

✅ Improved customer insights – A centralized system now records all interactions, helping us understand customer needs better.

✅ Stronger sales team coordination – On-site visits, training, and demos are now tracked, ensuring a consistent and data-driven sales approach.

✅ Seamless collaboration – The entire team now works with a single source of truth for customer data, eliminating scattered communications.

This project was a major step toward digital transformation in our company, making our customer interactions smarter, faster, and more efficient.