Background
The company specializes in manufacturing steel sheets and coils for the Australian market, serving a wide range of industries - from manufacturing and construction to agriculture and renewable energy. It also has several sister companies that produce additional steel products. As the company grew, the management decided to implement a CRM system to manage its expanding teams and customer base. Based on a strong recommendation from its parent company, which successfully uses Bitrix24 and collaborates with Webbee, the company chose Webbee for the implementation.
Challenges
At the time of implementation, the sales teams relied on traditional office tools, such as spreadsheets, to manage customer databases and prepare reports. While these tools kept the business operational, they were becoming inefficient for further scaling and handling increasingly complex workflows.
Since the CRM implementation initiative came directly from top management, it was necessary to align the strategic goals of CRM integration with the specific needs of the sales teams to ensure the system adapted to real business processes.
Solutions
Webbee specialists conducted a series of working sessions with key stakeholders to define the structure of the CRM system. The goal was not only to replace outdated tools but also to build a clear and scalable sales and customer management system.
Based on these sessions, a CRM prototype was developed according to the defined technical requirements. The final solution became a central hub for Business Development Managers, allowing them to organize and process daily operations with both new and existing customers. Bitrix24 Leads and Deals were configured to accommodate customer journeys. Smart automation was implemented to streamline sales management, providing the long-awaited functionality of effortless and intelligent customer interactions.
Results
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Improved Customer Relationships: CRM helped manage and analyze customer interactions throughout the entire lifecycle using Leads and Deals pipelines. This led to stronger relationships, better customer service, and increased customer satisfaction.
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Enhanced Communication: The CRM system provided all team members with access to the same data, enabling collaboration on complex cases and ensuring consistent and effective customer communication.
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Sales Growth: The streamlined sales process, clear insights into customer journeys, and automated key tasks allowed the company to track performance and optimize strategies, ultimately increasing sales.
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Process Automation: Routine tasks such as data entry, follow-up emails, and customer responses were automated using Bitrix24 CRM workflows, freeing up employees for more strategic activities.
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Detailed Analytics: The system provided in-depth analytics and reporting tools to track manager performance, identify sales trends, and support data-driven decision-making.
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Scalability: As the business expanded, Bitrix24’s scalability enabled the company to grow its teams, manage larger customer volumes, and support more complex processes.
