Projects / Bitrix24 implementation / KHC

Implementation case study

Kazakhstan Housing Company: a single window for retail customers in Bitrix24

We substantially customised the client’s Bitrix24 and connected it to internal and external systems. Staff of the retail customer department handle mortgage and rent-to-own contracts, debt collection, mediation and every communication channel with the customer in a single window — from a phone call to a legally valid letter.

Bitrix24 EnterpriseCRM pipelinesSmart processesAsterisk telephonyWhatsApp and SMSHybrid e-mailVideo calls

I want the same How it works

Mortgage and rent-to-own contracts, staged debt collection and customer channels in one Bitrix24 window

Contractsfor mortgages and rent-to-own housing in CRM pipelines

Collectionfollowing the approved procedure, step by step

Mediationpre-trial settlement with deadline control

All channelscalls, WhatsApp, SMS, hybrid e-mail and video calls

About the client

Single Operator of Housing Construction

Kazakhstan Housing Company JSC supports housing construction and mortgages so that citizens can improve their living conditions. The company was founded in 2000 as a mortgage organisation implementing state housing policy, and in 2020, after merging with other institutions in the sector, it became the Single Operator of Housing Construction.

For individuals the company has two products: mortgage lending and rent-to-own housing. For every contract it matters to see the payments, spot arrears in time and run collection carefully but consistently — with the full history of communication with the customer.

Housing finance · khc.kz

Industry: Mortgages, rent-to-own housing, support for housing construction
Department: Retail customer department
Platform: The client’s Bitrix24 Enterprise
ONELAB’s role: Portal customisation, integrations, communication channels

The company’s rent-to-own housing website on a laptop screen

Mortgagecontracts and collection for mortgage loans

Rent-to-ownhousing: contracts and tenants’ arrears

Mediationpre-trial agreements with debtors

Communicationscalls, messengers, letters and video

Challenge

One window instead of several systems and threads

The client asked for a substantial customisation of their existing Bitrix24 and its integration with internal and external systems. The goal was to give the department’s staff a single workspace bringing together the key processes and the whole history of work with each customer.

Contracts and arrears

Store contracts conveniently and securely, find the right one quickly, and automate overdue control, notifications and communication with debtors.

Mediation without manual control

Record and track pre-trial dispute settlement: key stages, agreement terms and the outcome of negotiations.

All channels in one interface

Telephony, messengers, SMS and hybrid e-mail in the customer record, with data from internal systems and no manual entry.

Solution

How it works

Contracts and collections are deals in CRM pipelines, mediation is a smart process linked to the deals. Customer and contract data arrive automatically from the client’s internal systems, and communication channels are connected directly to the customer record.

Internal systemsaccounting systems for contracts, payments and documents

contracts and payments⇄statuses

Bitrix24 · single window

Contractsmortgage and rent-to-own

Collectionsstages by the procedure

Mediationsmart process

Customerscontacts and history

calls and messages⇄

Communication channelsPBX, WhatsApp, SMS gateway, hybrid e-mail, video calls

⇅notifications

⇅legally valid letters

Robotsnotifications to customers and tasks for staff at pipeline stages

⇄

HEMletters to debtors are sent right from the CRM

Managers do not enter data by hand: contracts and payments are loaded from internal systems, and the communication history is gathered in the customer record.

Contracts and collection

Four pipelines: contracts and collections for each product

For the two retail products we built four pipelines: mortgage contracts, rent-to-own contracts and a separate collection pipeline for each product. In the kanban view the employee immediately sees the key deal details and the current stage of the contract or the debt.

Contracts. Two key stages — “Active contract” and “Overdue contract” — so problem contracts are visible at once.
Collection. The stages follow the company’s approved debt collection procedure, and every step of work with a debtor is transparent.
No manual entry. Contract and payment data are loaded from internal systems, and robots at the stages send customers notifications and assign tasks to staff.

Four pipelines: contracts and collections for mortgage and rent-to-own — An overdue contract is passed to the collection pipeline of its product.

Mediation

A mediation agreement is a smart process linked to the deal

A mediation agreement with a debtor is an additional process within collection. Each agreement is created as a smart process item linked to the deal and holds all the information on its terms. Robots remind the customer about payments in different scenarios and track deadlines for meeting the terms.

The status of every mediation is visible at any moment, and staff no longer need to track deadlines by hand.

Mediation: collection deal, agreement smart process, customer reminders and deadline control — From a collection deal to a fulfilled agreement, under the control of robots.

CRM pipelines

What the employee sees in each pipeline

Pipeline	What it holds	Key stages
Contracts · mortgage	All mortgage lending contracts with data from internal systems	Active Overdue
Contracts · rent-to-own	Rent-to-own housing contracts	Active Overdue
Collections · mortgage	Work with arrears following the approved procedure	Collection stages
Collections · rent	Tenants’ arrears, notifications and tasks	Collection stages
Mediation	Smart process of agreements linked to collection deals	Terms and deadlines

Robots at the stages send customers notifications and assign tasks to staff, so a contract never gets stuck between stages.

Communication channels

A call, a message and an official letter — from the customer record

TelephonyThe company’s own Asterisk PBX is connected to Bitrix24: calls are logged in the CRM and call recordings are attached to the customer record automatically.

WhatsAppConversations with customers run through Bitrix24 Open Channels: communication is gathered in the CRM, no third-party apps needed.

SMS notificationsThe SMS gateway automatically informs customers about the status of their arrears, payment deadlines and other important events.

Hybrid e-mailFor letters to debtors the company uses Kazpost hybrid e-mail, which is legally valid in court. We built the integration, and letters are sent right from the CRM.

Video calls via a linkThe manager creates a video conference in the CRM and sends the customer a link. The customer joins from a browser without installing anything.

Internal systemsContracts, payments and documents are loaded from the company’s accounting systems, so managers do not enter them by hand.

All communication channels converge in the customer record.

Result

A single workspace for the department

What changed for the staff.

Single windowfor working with a customer: contract, arrears, mediation and all correspondence.

Automationof contract, collection and mediation processes by robots.

Integrationswith the client’s key systems instead of manual entry.

All channelscalls, WhatsApp, SMS and hybrid e-mail are connected to the CRM.

Videowith no complicated setup on the customer’s side.

Faster responsestaff spend less time processing requests.

Transparent collection. Every step of work with a debtor is visible in the pipeline and backed by the history of calls, messages and legally valid letters.

Less manual control. Mediation deadlines, customer notifications and staff tasks are tracked by robots, not spreadsheets and calendar reminders.

Technologies

What it is built on

Bitrix24

CRM pipelines for contracts and collections, a mediation smart process, robots and notifications.

Channels

Asterisk, WhatsApp via Open Channels, SMS gateway, Bitrix24 video calls via a link.

HEM

Our own integration with Kazpost hybrid e-mail: legally valid letters from the CRM.

Integrations

Automatic loading of contracts, payments and documents from the client’s internal systems.

A similar task? Contracts, arrears, pre-trial work and many channels of communication with customers — we will look at your process and show how to build a single window in Bitrix24. More about Bitrix24 implementation.

Discuss a project

Tell us how you work with customers

Which products and contracts you manage, how you handle debt, which communication channels and internal systems you use. That is enough for us to propose the architecture and stages at the first meeting.

We reply within a business day and meet online or at our office in Almaty or Astana.
We will show how the single window in this case study works.
We will advise whether you need your own PBX or cloud telephony is enough.

Have a specification or a process description? Send it to info@oneit.kz (PDF, DOCX, XLSX up to 20 MB) — and mention it in your message.