Projects / Bitrix24 implementation / Amanat

Implementation case study

Amanat: an insurance contact centre with every enquiry in one window

The insurance company receives enquiries by phone, in messengers and on its website. We brought every channel into on-premise Bitrix24, connected the portal to the PBX, Active Directory and the company’s core system, and built routing: the operator marks the purpose of the enquiry, and business processes distribute the work from there.

On-premise Bitrix24Asterisk telephonyWhatsApp · Telegram · InstagramActive DirectoryCore system integrationTraining

I want the same How it works

Website enquiries and calls go into pipelines by insurance type, conversations are recorded and management sees the analytics

All channelsphone, messengers and website forms in one window

Every callin the customer record together with the recording

Lines of workfor consultations, sales, claims and the agent network

Since 2021we have been developing and supporting the portal

About the client

An insurance company that customers contact every day

For more than twenty years Amanat has insured individuals and businesses in Kazakhstan: motor (KASKO), property, cargo and travel medical insurance. Customers come by phone, via messengers, online chat and website forms, and sales go both direct and through agents, car dealerships and freight forwarders.

For a company like this, the CRM is not a “contact database” but the workplace of the contact centre, sales, claims handling and HR. The portal runs on-premise on a server in Kazakhstan, and we have supported and developed it since 2021.

Insurance company · amanat24.kz

Industry: Insurance for individuals and businesses
Region: Kazakhstan
Portal: On-premise Bitrix24, server in Kazakhstan
Users: company employees, Active Directory sign-in
With us: since 2021: implementation, development, administration

TelephonyAsterisk calls with recordings in the customer record

MessengersWhatsApp, Telegram, Instagram and online chat in Open Channels

Websiteforms and callback requests create an enquiry right away

Core systemcontracts and customer data flow into the CRM

The challenge

Many enquiries, many channels, one customer

A customer may call, message on WhatsApp and leave a request on the website on the same day. The company needed to see every enquiry in one place, quickly understand who is calling and why, and never lose an enquiry between departments.

Scattered channels

Calls, messengers and website forms lived separately. Managers switched between windows and pieced the customer’s history together.

A “faceless” customer

Customer and policy data sat in the company’s core system. On a call the operator could not see who they were talking to or which policies the customer already had.

No transparency

Management could not see how enquiries were handled, how many there were per line of work or where they got stuck. New employees needed a lot of time to learn the products and processes.

The solution

How it works

All channels converge in on-premise Bitrix24, and the portal is connected to the company’s systems. The logic lives in our own classes and business processes and the Bitrix24 core was not modified, so the portal is updated regularly without risk to the processes.

ChannelsAsterisk telephony, WhatsApp and Instagram via Wazzup, Telegram, Facebook, online chat in Russian and Kazakh, website CRM forms

enquiries⇄replies from the CRM

Bitrix24 (on-premise)

Enquiriesevery contact is a lead with an enquiry purpose

Lines of workpipelines by type of work

Business processesrouting, HR, document workflow

Trainingcourses and tests for employees

customer and policy data⇄

Company systemscore system of policies, HR system, Active Directory

⇅reports

⇅employees and branches

AnalyticsBI Builder dashboards: enquiries, calls, pipelines, business processes, workload

⇄

Org structuredepartments and employees sync automatically, sign-in with an AD account

The portal is hosted on a server in Kazakhstan: call recordings, conversations and customer data stay inside the company’s infrastructure.

Single window

Every channel in one queue, every enquiry in the customer record

The company’s telephony runs on Asterisk and is connected to Bitrix24: a call opens the customer record and the recording stays in the history. Website online chat in Russian and Kazakh, WhatsApp and Instagram via Wazzup, Telegram and Facebook are connected to Open Channels, and enquiries are distributed evenly between operators.

Customers are recognised at once. If a customer has contacted the company before, the CRM brings up their record, call history and conversations without searching.
Website callback. Website forms and the “Call me back” button create an enquiry and trigger a call.
Working time tracking. Calls and chats go only to operators who have started their working day, so an enquiry never goes to someone who is not there.

Amanat’s communication channels connected to Bitrix24: telephony, messengers and forms — Connecting communication channels to Bitrix24: telephony, messengers, forms.

Routing

The operator marks the purpose — business processes do the rest

Every enquiry is registered as a lead. The operator selects its purpose, and a business process creates the work in the right line, hands it to the responsible department and closes the lead. Non-target calls are closed with no manual work, and repeat enquiries are flagged separately.

An enquiry gets its line of work within minutes of registration. No enquiry is left “hanging” in a shared queue without an owner.

Enquiry routes

Where an enquiry goes after a call or message

Enquiry purpose	What happens	Line of work
Sale	A deal is created and a manager takes the customer through to the contract and payment	Sales
Consultation	The answer is recorded in the customer record and the enquiry is closed	Consultation
Insured event	The enquiry goes to claims handling	Insured event
Policy operations	Changes and questions on existing policies	Policy operations
Website error	A Service Desk ticket is created and its progress is visible in the pipeline	Website error
Complaints and suggestions	A separate pipeline monitored by management	Complaints and suggestions
Non-target enquiry	The lead is closed automatically and counted separately in reports	Closed

Beyond enquiries, sales run in the portal too: direct sales, KASKO for business, cargo insurance and work with freight forwarders, onboarding agents and car dealerships, travel medical insurance, policy renewals and partner requests — each line of work has its own stages, fields and robots.

Integrations

The portal knows the customer, the policies and the company’s staff

Bitrix24 did not become yet another isolated system: it takes data from the company’s core systems and keeps the structure up to date on its own.

Core (master) systemWhen a customer calls for the first time, their details and policies are pulled from the master system, and the operator sees them in the call card before answering.

Active DirectoryEmployees sign in to the portal with the same account they use for the company’s other systems. Blocking an account in AD also closes CRM access at the next sync.

Org structure and branchesDepartments, branches and employees sync from the HR system automatically, so CRM owners and permissions always match the real structure.

Website and formsWebsite CRM forms and callback requests work via webhooks: a request immediately becomes an enquiry with its source and starts the right process.

HR and training

Training and HR processes in the same portal

A learning platform built on Bitrix24 helps new employees get up to speed faster: courses and tests covering onboarding, the company’s products (KASKO, property, cargo, travel medical), claims handling, AML/CFT, information security, business writing and negotiation.

HR and internal processes have gone digital: leave and business-trip requests, invoices for payment, memos, outgoing documents, cash disbursements. Hiring and dismissal run through a dedicated smart process with automatic tasks for the responsible services.

Control

Management sees the work with customers, not just the totals

The call log with recordings, messenger conversations and enquiry history are available in the customer record. Managers have dashboards in BI Builder: enquiry flow by channel and purpose, calls, pipelines by line of work, business process execution and staff workload.

Bitrix24 mobile app: enquiries and tasks on a smartphone — Employees also work with enquiries and tasks in the Bitrix24 mobile app.

Results

A contact centre that scales without chaos

What changed for the company.

One windowfor enquiries from every channel: phone, messengers and website.

Minutesuntil an owner is assigned: no enquiry hangs in a shared queue.

Customer historyopens straight away if they have contacted the company before.

Own stagesfor every line of work: from consultations to B2B sales and the agent network.

Robotsand business processes instead of manual routine.

Trainingfor new employees on a learning platform in the same portal.

Enquiries grew, the processes stayed the same. Enquiries keep growing, and the company handles them in the same system: new channels and lines of work are added to the portal, not to separate spreadsheets.

The portal grows with the company. We support the on-premise Bitrix24: we update it, look after performance and security, and add new lines of work, integrations and automation as the business requests them.

Technology

What it is built on

On-premise Bitrix24

CRM with lines of work by type of business, business processes, smart processes, learning platform, BI Builder. The core is untouched.

Telephony and messengers

Asterisk integrated with Bitrix24, Open Channels, Wazzup for WhatsApp and Instagram, Telegram, Facebook, online chat.

Integrations

Core system of policies, HR system, Active Directory, webhooks for website forms.

Support

Hosting on a server in Kazakhstan, on-premise administration, updates and portal development by the ONELAB team.

A similar task? A contact centre, several communication channels, integration with a core system or moving to on-premise — we will look at your process and show how to build it in Bitrix24. More about Bitrix24 implementation and on-premise Bitrix24 administration.

Discuss a project

Tell us how enquiries reach you today

Which channels you use, how many enquiries a day, who handles them and where customer data is stored. That is enough for us to propose an 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 contact centre in this case study works.
A standard implementation we estimate right away; a complex one after discovery.

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.