In order to improve the efficiency of the team, the client decideddevelop corporate CRMWe discussed business tasks, selected the optimal tools and implemented the project.
Business niche
The client's company is a market leader in services related to chinese overseas british phone number list the repair of small household appliances, air ducts, roofing, heating systems and other household work.
Target
Create a CRM that will allow you to effectively distribute work between employees, track the status of work and actively interact with customers using e-mails and SMS.
For what?
The time of technicians and managers needs to be managed rationally – for this purpose, the company decided to purchase a system that will help distribute the workload between employees. The database should store data on the location of the technician and update the data on his daily workload. As soon as a new request “falls” into the CRM, the system selects technicians who are suitable for the job based on several parameters. The manager’s task is to select from the pool of technicians the one with the best experience in each specific situation.
Case "Corporate CRM: Increasing Team Efficiency" - image
Tasks
Build a system for the business processes of the customer company
Optimize business processes
Implement viewing statistics in the form of reports
To promote human resource savings (reduce the workload of managers)
Challenges for the team
Standard CRMs do not provide opportunities for customization. It is necessary to develop a system for the customer's processes with the ability to scale to other businesses.
Give managers the opportunity to evaluate technicians on several parameters and select the employee who will do the job best.
Integrate CRM with external services to optimize business processes.
Solution
Create a semi-automated CRM that optimizes the distribution of work between employees.
Technology stack
Back-end – Laravel 5.2
Front-end – Blade templates, ReactJS
Result
In 6 months of work, we created a CRM that optimized the work of the customer company, and we continue to develop the product.
Case "Corporate CRM: Increasing Team Efficiency" - 2 - image
CRM capabilities
CRM accepts and processes orders, assigns them to specific technicians
Recording of a telephone conversation (allows you to verify the quality of the dispatcher’s work)
View order history for a specific person
View rating of technician, dispatcher, company, customer
Assigning information to each technician on several parameters (load, experience in a specific area, with a specific brand, plan fulfillment)
Reporting (technicians can upload work reports directly to the CRM, which helps track work time)
Employee efficiency (implemented using statistics of processed applications and a built-in work time logger)
Infrastructure
The CRM has several roles programmed for different business purposes.
Administrator
Manager
Telephone Sales Manager
Technician
For each role, separate screens, customization and functionality have been created.
Integration with external services:
Ygreen
Twillio
Zillow
Case "Corporate CRM: Increasing Team Efficiency" - 3 - image
This allows you to combine information received from different services into one system, quickly form orders and distribute them between specialists, maintaining a high level of speed. The system also provides additional information for technicians, which helps in their work (for example, when the house was built).
The next step is to connect the chat to the CRM for internal communication. This will create an entire ecosystem for the company.
The ready-made CRM functions in several company offices in Europe and America. And we continue to cooperate with the client and work on a new universal version of CRM for new business niches.
