Implementation of CRM system «Bitrix24»
for business Process automation

Before the implementation of the Bitrix24 portal, the company faced the following problems and needs:

• The number of drivers was increasing, and control over task execution was limited;
• Difficulty in tracking the location of vehicles on the road;
• Processes of accountants and customer service employees were not automated, documents (contracts, transportation requests, waybills) were created manually;
• Difficulty in exchanging information with drivers on the road;
• HR processes were not automated: hiring, dismissal, obtaining various documents for drivers, certificates, visas, etc.;
• There was no common information space for employees;
• Calculating costs and payments for transportation was challenging;
• Company records (contacts, contracts, other information) were maintained on paper manually.

• Create a personal account for the company's clients with the ability to register, submit applications, and track requests;
• Integrate Bitrix24 with 1C: exchange directories, automatically create documents in 1C;
• Automate tasks for drivers and other employees;
• Create functionality to easily track cargo, vehicles, or drivers;
• Integrate the portal with the Wialon GPS tracking system;
• Receive clear data on costs, driver payments, and profits for transportation;
• Implement accounting and company management. Automate processes: create and approve contracts;
• Automate HR processes: hiring, firing;
• Automate most of the company's paperwork: obtain visas, obtain Kazato certificates, and more.

• All systems and company information had to be physically located on its premises, so it was decided to use the boxed version of CRM;
• The director should have ownership of all information, business processes, tasks of employees, approval of key documents, contracts, and requests;
• In all company processes, there should be as little human actions and decisions involved as possible, meaning the automation of as many business processes as possible;

Drivers needed a way to interact with the portal, perform tasks, and share information about their location, cargo status, and other details in real-time.

In this situation, the Bitrix24 mobile application was very useful. Each driver was provided with a tablet device where they could perform all these actions. The presence of this application significantly reduced the development time of the solution. There were many advantages to its use.

It was necessary to automatically generate a contract for the client and send it to their email. To solve this, the "Document Designer" tool was chosen. With its help, based on the data entered about the company and pre-prepared templates, a document in DOCX or PDF format could be generated and sent to the email.

• The design of interactions between different subsystems and the portal posed a complex challenge. The key nodes included 1C, the official website (hosted on a different server), and the Bitrix24 portal. The choice of the exchange protocol is crucial for security, and a SOAP protocol was used between the nodes.
• Before the implementation of the Bitrix24 portal, the primary source of information was 1C. According to the director's requirements, it was necessary to transfer the creation of primary data (reference books) to the portal. In other words, the principle "First created in the portal, then transferred to 1C" had to be implemented. There were quite a few reference books and documents. As a result of complex work, the management of key reference books (lists) and documents was transferred to the portal, and synchronization between CRM -> 1C was configured.
• Integration of the portal, website, and 1C with the Wialon GPS system was carried out. A GPS sensor was installed on each vehicle. The system provides data on the current location and the route taken. Fuel costs are automatically transferred to 1C for transport reporting.