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Case SPAITECH

Setting up CRM to organize requests in a manufacturing company

SPAITECH is a leading Ukrainian developer and manufacturer of innovative unmanned aerial complexes.

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Year

2020

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Project duration

4 months

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Technical support

from 2020 to the present

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Specialists involved

4 persons

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Year

2020

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Project duration

4 months

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Technical support

from 2020 to the present

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Specialists involved

4 persons

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Challenges

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    Set up a query data storage system. It should be:

● easy to use;● secure;● with convenient filtering;● with access rights settings;● with a history of changes.

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    Make automatic redirection of requests depending on the workload of managers;
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    To configure reporting on the types of requests and the efficiency of the department;
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    Automate as many routine actions as possible.
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Solution

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    Implement CRM and automate key customer interaction processes.

Project Details

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When automating processes, it's important to take care of the current level of customer service and improve it in every way possible. Let's consider an example of such care.

Project Details

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When automating processes, it's important to take care of the current level of customer service and improve it in every way possible. Let's consider an example of such care.

Since it is convenient for Spaitech customers to contact via Telegram, this opportunity was left by improving the process, namely:

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    We set up Telegram integration with CRM;
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    The client writes a ticket in Telegram, the service department employee receives it in CRM, and then converts the ticket into a Deal;
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    In the created Deal, the head of the department appoints an employee responsible for the ticket;
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    Once the person responsible is appointed, the Deal automatically moves to the "In progress" stage;
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    The customer receives an automatic notification in the dialog that their ticket has been accepted for work;
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    The responsible employee receives an automatic task to contact the Client to find out the details of the ticket.
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Illustration
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    Depending on the nature of the client's problem, the responsible employee solves the problem according to one of the typical scenarios, before moving the Deal to the appropriate stage in CRM:

● remote assistance;● on-site visit of a specialist;● removal of the product for repair at the enterprise;● return.

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    When the Transaction moves to the desired stage, an automatic task is set for the responsible person, who must close it upon completion;
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    After the Deal is closed, the customer receives an automatic notification that his or her request is closed;
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    The responsible employee accompanies the client at all stages of the transaction and brings the ticket to the final stage of solving the client's problem.

This way, hundreds of small actions of the same type are performed automatically, and all customer information and interaction history is stored in one place, so you can quickly find the necessary data.

Results

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    The request workflow has been digitised;
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    The speed of the work process has increased;
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    Automatic sending of system messages is configured;
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    Tickets are distributed depending on the workload of managers;
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    Both general and object-specific reports are available at any time.
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Julia Andrusiak

Account Director

+38 050 700 75 72

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Ukraine, Chernivtsi+38 050 700 75 72

Arlington, VA, United States+1 202 643 28 83

Portugal, Lisbon+351 932 26 05 94

Emaillatigid.ogeretla%40liam

ABOUT US

Mission and values

Team

Our partners

Social responsibility

PRODUCTS

Pipedrive

Zoho

Uspacy

WordPress

Webflow

Weblium

SERVICES

Website Development

CRM Implementation

Web Development

Digital Transformation

Support

UX/UI Design

Integrations