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Checklist for choosing the optimal CRM for a B2C online store. Class365 - CRM system accessible to everyone

Hello!

Choosing a CRM - a software tool for managing the relationship of an online store with customers - is very important for successful development business. The opportunities that the system opens up for online sellers are great:

collecting information about customers and the orders they made;
segmentation client base by category;
Simplification of shopping;
operational processing large quantity orders;
formation of personalized offers for clients;
monitoring the work of managers, prompt correction of errors;
integration with delivery services;
analysis of the received data - traffic sources, sales funnel, customer preferences, and so on.

All this helps increase customer loyalty, repeat sales, average bill; reduce the number of abandoned carts, improve conversion. Based on the information received, you will be able to build the maximum effective strategy development.

What should you pay attention to when choosing a CRM for an online store?

Convenience of the interface, its ergonomics and simplicity. The faster you and your employees can master all the intricacies of CRM for an online store, the better.
Availability of a convenient mobile version.
A set of functions, the presence of modules, integration with other tools and services - mail, website, IP telephony, 1C and so on.
Access to support. Sooner or later, you may have some questions that need to be resolved quickly. Some developers offer free training courses for efficient work with a CRM system.
The ability to transfer internal employee communications to CRM. Chats in the system itself are convenient for quickly resolving various issues.

1. RetailCRM

CRM system specifically designed for online trading. It has a demo version that allows you to process up to 300 orders per month for free, without restrictions on functionality.

Prices: from 900 to 1980 rubles per month.

Key Features:

It has a single window for processing orders from various sources (websites, marketplaces, landing pages, and so on).
The CRM system has an open API, which provides the ability to configure two-way integration with delivery services, warehouse systems, telephony, order sources, IP telephony, fulfillment services, CPA networks, payment services, Google Analytics and so on - in total with more than 50 services.
Customer data is collected from various systems and sites in a single card.
Personalized SMS and email are automatically sent to clients.
There are opportunities to control managers through activity reports, recording conversations, recording a complete history of changes, and so on.
Analytics are available in a single interface: margin, turnover, statistics and other data.

The system is suitable for any online stores. According to customer reviews, this CRM for online stores has a fairly convenient and intuitive interface, powerful functionality, good technical support, the ability to customize triggers and an affordable price.

Official website: http://www.retailcrm.ru/

2. Bitrix 24

It has a free (for 12 employees) package and paid versions, quite extensive capabilities for the company’s work: you can manage both the online store and internal processes.

Prices: from 762 rubles (Project + option for 24 employees) to 7,674 rubles per month (unlimited number of employees).

Key Features:

The CRM card allows you to work with leads, deals or contacts directly from the list, without going to another page.
All orders and customer messages that come to you from the website, mail, instant messengers or through telephone conversations, are immediately entered into the CRM and are used by managers.
CRM robots send letters, SMS, voice messages to clients, show advertisements, and assign tasks to managers.
The CRM provides a calendar, planning, recording of employee working hours, telephony, integration with 1C, and a Kanban board for setting tasks and monitoring the movement of transactions.
Can be used ready-made templates for email newsletters and SMS, as well as design your own.
There is cloud storage up to 100 GB (5 GB in the free version).
There is a free online chat on the site, mobile application, technical support.

This CRM system is suitable for any online stores. Among the disadvantages that clients cite are the slowness of technical support, the need to improve the CRM itself, a client base with limited selection and capabilities, and constant failures.

Official website: https://www.bitrix24.ru/features/

3. Ya.CRM

CRM service for online store Ya.CRM

A comprehensive solution for operating an online store with the ability to customize and refine the product to suit client requests. There is no free version or trial period.

Prices: from 499,000 rubles for an enterprise on the customer’s server to 600,000 rubles (in installments for six months).

Key Features:

It has built-in IP telephony; it is also possible to connect your current IP telephony provider while maintaining your company number. With each call, the manager will see a pop-up client card with the entire history of the client.
Calls from CRM are possible in one click.
Information about the client is accumulated in his card, from which you can send SMS or email. When you call, the card opens itself.
There is functionality for receiving and processing orders, as well as editing items for several sites, uploading photos, properties, descriptions, prices. Exchange via XML has been implemented.
Warehouse records are maintained automatic update balances from suppliers.
Loading of balances is carried out from files received from suppliers in XLS, CSV, XML formats. It is possible to automatically download price lists from email, from websites, from FTP servers, manually and on a schedule. Parsing competitors' websites.
Integration with delivery services, automatic creation order and delivery status update. Create invoices simultaneously for multiple orders.
Know-how: a doomsday sales system that allows you to set KPIs for each manager.

Suitable for small and medium-sized businesses that are willing to pay a fairly large amount for automation. Reviews are generally positive.

Official website: https://yacrm.ru/features/

4. 1C:UNF

CRM program for online store 1C: UNF

There is no free version, but there is a trial period during which you can test the system.

Prices: from 1,253 rubles (for the cloud version) to 31,800 rubles (package version).

Key Features:

In one program there are sales, purchasing, warehouse, money, salaries, production, CRM and business analytics for making management decisions.
Access to business analytics: sales amount, number of product items, balances cash and so on.
There is a sales funnel, the history of interaction with clients is saved, and their database is maintained.
There is an API for integration, web forms, data export and import, email and SMS mailings.
Integration with call center and telephony.

Suitable for small businesses. Customer reviews are generally positive.

Official website: http://v8.1c.ru/small.biz/

5. WireCRM

A universal CRM system, suitable, among other things, for online stores. If you register on the site, you can work in test mode for a month.

Price: 399 rubles per user per month.

Key Features:

Provides opportunities for personal planning, there is a calendar of events, setting tasks for employees and monitoring overdue matters.
It is possible to segment clients according to various parameters, export and import the client database from Excel and CSV.
In CRM you can keep records of sales, filter them by period, responsibility, stage.
The system allows you to receive and send email messages (including from a client card), integrate email services via IMAP and Smtp (Yandex, Mail, Rambler, Gmail, Hotmail), track the opening status of sent letters, create templates, make mass and addressed mailings.
CRM integrates with the website, telephony, makes it possible to call a client from a card and any list, save call history, and add calls from unfamiliar numbers as new clients.
API integration expands the functionality of the system.
It is possible to set triggers for various events, aggregate data and generate reports.
You can assemble your own unique CRM system from application store modules.
There is technical support.

In principle, any online store can try this CRM system.

Official website: https://wirecrm.com/

6. Megaplan

CRM system Megaplan

A universal offer, including the automation of online stores. This is both a CRM system and a social network, there is both cloud and boxed version. You can try the free version for 14 days - to do this you need to register on the site.

Prices: from 279 to 629 rubles for 1 license for the cloud version (subject to payment for the year), from 35,000 to 75,000 rubles for 10 licenses for the boxed version.

Key Features:

The CRM system stores the history of negotiations, calls and correspondence in one card, contacts the client in a timely manner and promptly informs him about the order.
There is a mobile application for iOS and Android and technical support.
You can choose server data storage or cloud storage - with unlimited capacity and daily backups.
Simple interface, flexible settings to suit your needs.
There is integration with mail, a sales funnel, reports, email newsletters.
There is no integration with the website, call centers and telephony; there is no possibility to use the loyalty system.

Suitable for small and medium-sized online stores that do not require advanced functionality. The reviews are varied: some like this CRM, others absolutely do not.

Official website: https://megaplan.ru/

7. Business.ru

Software package with CRM system Business.ru

A universal online program for business automation, including online stores. Full version You can test it for free for two weeks.

Prices: from 375 to 7,125 rubles per month.

Key Features:

Information is collected in counterparty cards: birthday, interaction, contract, phone calls, bills and so on. The system has the ability to comment and supplement each event.
You can distribute tasks among employees depending on the degree of importance; there is a personal calendar for important events, the ability to leave comments on documents.
The CRM system provides the ability to send SMS and email directly from a counterparty’s card or document in just one click. You can also create templates for messages.
Integration with 1C and other services.
Simple and concise interface, there is a mobile version.

Overall, this system is suitable for small and medium-sized online stores. Detailed counterparty cards in combination with trading and warehouse accounting will definitely be convenient for wholesalers.

Official website:http://online.business.ru/vozmozhnosti/crm-sistema/

I started looking for a CRM that would be tailored for retail and online stores. Apart from “My Warehouse” and Ros Business Software, “Online Stores” didn’t really find anything. Sometimes you come across software, but I didn’t look at it, because it’s fundamentally necessary that the work be done through a web interface.

Please tell me who is in the subject.

I would like CRM to be able to:

1. Integrate
- with an online store
- with payment systems

2. Maintain warehouse records, both manually and using a barcode, as well as:
- reflect input (purchase) prices
- reflect selling (retail) prices
- be able to customize prices according to promotions and types of clients
- automatically calculate margin

3. Have a customer base tailored to individuals, and not under the company.
3.1 That is, there should be convenient customer cards that can be divided:
- by category
- by sources of attraction
- by type of client
which would have
- main fields (postal address, full name, email, telephone, profiles on social networks, icq, skype, birthdays, etc.)
- custom fields
- just a text field for notes about the client

3.2 Each client should have a convenient communication history
- It is highly desirable to have automatic entry of email correspondence into it
- So that different users can give each other instructions, which are recorded in history
- The system should remind the user of orders (ideally via SMS)

4. There must be a statistics module and the more detailed and flexible it is, the better

5. It is necessary that different users have different rights, for example:
- saw only their clients
- didn’t see entry prices
- could not see the general statistics of other users, etc.

6. The system must be able to maintain primary documentation
- receipt documents
- consumable documents
- invoices/receipts for payment

7. There must be adequate support that would respond during the working day to:
- Email
- Skype
- Phone

Yes, I know that most of the functions, if not all, are available in Megaplan, Mavisoft (I currently use it, because I work with legal entities, but it is very poorly suited for individuals), Terra Soft and other systems . But they are all intended primarily for working with organizations, which imposes a number of restrictions on the ease of working with individuals. persons.

I believe that if any company releases a product aimed at retail, it will be torn apart. Because so far I don’t know anyone who works with physical science. people who would use some CRM product, basically all get out of the situation themselves. Some people order a self-written system specifically tailored to their needs, others use signs, etc.

In general, friends, I really hope for your answers!

For providers it provides qualitatively new opportunities for working with the client base and their requests in technical support. With the help of CRM for providers, you have the opportunity to intelligently distribute your specialists.

Let's highlight the main opportunities for an Internet provider:

1. It is possible to issue invoices with subsequent online payment.
2. It is possible to personally choose who will fulfill the order.
3. Very fast generation of invoices and contracts for orders is possible.
4. It is possible to view transactions with their statuses on special cards. Thanks to them, it is possible to transfer data on new and old orders from one position to another, change places, etc.
5. It is possible to integrate CRM with your website and accept all incoming orders online.
6. You can set any options for your products and services, give comments, describe characteristics, etc.
7. You have the opportunity to fully automatically send SMS messages and emails to your customers if your order status changes or a new order appears.
8. An intuitive analysis system allows you to understand the company’s affairs in a minimum amount of time.
9. You can customize the fields in the card. Enter all the basic data from the address to the intercom number.
10. You can place an order for a specific artist you have chosen. And eventually see orders on a map with the names of the performers.
11. You have the opportunity to set your own fields for each of your clients and write down all the information you need in them, from birthday to marital status and hair color.

This list can actually be continued, since the system is very flexible and functional, and can be customized for companies with different charters, regimes, and other specifics. It will be enough to list the main advantages of CRM for providers; there are many important point, everyone is satisfied with its use.

What are the benefits of using CRM for providers:

1. For managers, their work is simplified in assessing the quality of old and accepting new orders from clients;
2. For the owner of the organization, the owner, if desired, whenever he wants, can see what the state of affairs is in the company, thanks to the graphs it will be easy to see what the income, expenses, balance, etc. are;
3. For specialists, it is easier to determine the work list for the day; it is possible to see detailed lists of all orders online;
4. For the client, thanks to an early SMS, a person knows that a specialist will come to him today or he will receive this or that product, this increases the client’s loyalty to the company.

As you can see, this system is indeed convenient and quite functional; it not only saves time and resources, but also allows you to sell goods and services more quickly and efficiently, and provide the necessary product. If you want to keep up with the times, use modern technologies and develop your company CRM for providers is what you need!

Any online store can sell more. In order not to reduce the level of customer service and increase the volume of orders, it is necessary to automate the processing and preparation of orders. amoCRM can help solve this problem.

CRM for online stores

CRM systems are simply necessary for the productive operation of an online store. They serve as an important tool for interacting with the client.

Integrating an online store with CRM allows you to maintain a unified customer base and make the lead generation process more efficient. A form is installed on the site, the client fills out this form, after which the application comes directly to your email and is automatically added to the CRM. In this case, a new contact is created and a task is set.

This will speed up the order processing process several times, not miss important details when the manager works with the client, and increase the level of service and maintenance. As a result, this has a positive effect on the sales level of the company as a whole.

Besides, CRM systems for online stores can save your budget by analyzing different sources of your traffic.

Basic functions of a CRM system for an online store

CRM for online stores should have the following capabilities:

accounting and maintenance of the client base
saving the order history of each client
integration with IP telephony for an online store call center
automatic reminder system so that managers do not forget to call the client back or send a delivery
a convenient mobile CRM application for managers and couriers to instantly update order statuses

integration with an online store website - to receive orders from an online store directly into the CRM system, with task assignment to the responsible manager
integration with Google (Universal) Analytics for detailed analytics on online store traffic: you need to understand what marketing activities profitable, and which ones only waste the budget
automatic email and sms mailings for online store customers, with order statuses and delivery times

amoCRM is a cloud solution that can be used for online stores where there is no warehouse or where inventory is kept track of through special software. The free plan allows you to connect up to three users, which means even a small online store can afford to implement amoCRM. For example, amoCRM is now used in online stores that sell custom-made goods.

The main advantage of amoCRM for an online store is the ease of integration with the website. Applications from the amoCRM form come directly to your email and are then added to amoCRM. Thus, information about your potential clients is constantly updated, which increases the speed of processing each incoming application and the quality of service to potential clients.

You just need to establish a connection between the online store and the CRM, and your sales managers will be able to work with orders in the online store directly from the CRM. For example, process and “press” transactions until they are successfully completed and even generate orders for the client - upon call. Managers do everything they need to successfully complete a deal directly in the CRM: record calls, set tasks, schedule meetings, send messages.

What is CRM?

Reasons to use CRM

Why do you need to integrate an online store with Bitrix CRM?

It is convenient to collect and process in CRM customer base. Your sales managers always have at hand the most complete and up-to-date information on contacts and companies (telephone numbers, addresses, details, e-mail, Skype).
Directly from CRM you can manage and “press” deals. With the help of CRM, it’s easier for your salespeople to bring a higher percentage of deals to successful completion. This is greatly facilitated by a system for recording all interactions with the client, as well as tools that allow the manager to plan (and remember to carry out) his actions on the transaction.
All transaction history and customer interactions are saved in CRM. You can conduct a thorough analysis of clients, managers, and services sold in various sections. For such analysis, CRM has a powerful built-in reporting system.
Access rights and privileges in CRM are flexibly configured. Transactions, depending on their properties and amount, will be seen only by those managers who have the right to work with them. In CRM it is very easy to manage both visibility and rights to change transactions - depending on user roles in CRM, subordination, responsibility and other parameters.

Integration setup

How to set up integration

To integrate, it is enough to establish a connection between the online store and CRM. Your online store has a special "settings" page, which will help you quickly integrate your store with CRM. And if you already have a CRM from 1C-Bitrix, then you can do all this right away.

To set up integration in the administrative part of your online store, just enter data for authorization on the site/portal with your CRM (address, name and password).

After this, the system will check the synchronization parameters, perform the initial import of data from the online store and proceed to setting up integration on the CRM side.

Connection setup wizard in CRM

will configure the connection parameters, automatically taking all the basic data;
will configure the parameters of the primary import and perform it within the specified interval;
will request regular synchronization parameters: synchronization frequency and default parameters for transactions: probability, responsible, availability, group for notifications;
integration complete!

After completing the Wizard, on the CRM integration page in the administrative part of your online store, you will see all currently existing integrations - list. The main one is always available here statistics synchronizations for all integrations.

You can integrate your online store with other CRM systems at any time - the “Set up integration with CRM” button is always active. And if you don’t have your own CRM yet, create a free account in "Bitrix24", integrate an online store with it and try it all out.

CRM use cases

The delivery of the product “1C-Bitrix: Site Management” includes standard scenarios for working with a CRM with an online store. Typical scenarios for CRM working with an online store will help your managers quickly master working with orders in an online store directly from CRM. To use the scripts, it is enough to “establish” the connection between online store -> CRM and set the necessary rules in the CRM itself.

Download all scripts (ZIP, 5 MB)

Processing online store orders in CRM

Scenario 1: “Working with a transaction from an online store”

This is a scenario for using CRM in connection with an online store. The client himself went to the online store website and made an order. A new deal appears in CRM. The manager receives a notification about this and “pushes” the online order - performs all possible actions to transfer the transaction to the “Closed with success” status. For example, if an order in an online store “lies” unpaid for a very long time, the manager calls the client, clarifies his intentions, edits the order if necessary, assigns a delivery task to the courier and completes the transaction.

1. The client places an order in an online store running 1C-Bitrix: Site Management

The buyer performs typical actions for an online store: adds goods to his cart, selects delivery and payment methods, adds wishes for delivery time and places an order.

2. Data about the order and client are sent to the CRM of the corporate portal

The transfer is carried out according to the protocol CommerceML. The forwarding interval is set in the CRM settings.

At the same time in CRM:

3. Linking a deal to a manager

Link to manager can be performed randomly or according to CRM rules. For example, deals can be “scattered” among managers depending on the characteristics of the order or client. And if you disable the option of linking to managers in setting up the connection between CRM and the online store, then they themselves will “sort out” transactions from the general list.

Rules for appointing a manager:

transactions are distributed randomly among CRM managers, taking into account the manager’s presence in the office;
transactions are distributed among managers based on transaction parameters (transaction amount, availability of goods of a certain category, etc.) or based on client parameters (client type, VIP, etc.)
transactions may initially be without a person responsible.

4. Manager notification

The manager can do other things not related to CRM, but he will definitely know that a new deal has arrived from the online store. Immediately after creating a deal, the manager responsible for it will receive a notification. The portal's notification center flashes unread notifications and its notifications not only display information about the new transaction (date of creation and which online store), but also allow you to immediately proceed to processing the transaction.

5. Transaction processing, familiarization

Having received a new deal, the manager first checks the contact information, reads the client’s comments, looks through the list of goods and clarifies the client’s intentions. Having made sure during this initial inspection of the transaction that everything is in order with the order and it is not “garbage,” the manager calls the client to clarify the details. All manager actions performed during transaction processing are recorded in magazine: supplied tasks, completed calls, appointed meetings, sent letters.

6. Transaction processing, first call

At call registration A window pops up in which the current date is automatically entered, data on the client is filled in (taken from the contact) - who he is calling. The manager makes notes - writes down the subject and description of the call. For example, the topic is to check the client's intentions, in the description - to check whether the client is real.

7. Processing the deal, scheduling a new call

In the same call dialog, the manager configures the frequency of repeated calls if the client does not answer or an agreement has not been reached. A “reminder” about new calls is set up, and they will be made on time. The manager can work on other tasks.

8. Transaction processing. Notification of action

From the pop-up reminder about the call, the manager goes back to the deal, sees the entire history of it and immediately understands what he should do next. All information on the transaction and the journal are at his fingertips, there is no need to remember or write anything down. This is very convenient for managers who are busy processing a large number of transactions.

9. Transaction processing. Making a redial call

The manager can assign repeat calls as much as he wants until the result is achieved (the “Add call” button). The call dialog opens automatically when you switch from a reminder notification. The manager calls and clarifies the buyer’s intentions. Let's say a customer refuses one of the goods. The manager immediately, without disconnecting from the client, minimizes the call window and edits the order.

10. Transaction processing. Editing an order

Editing an order occurs in its own pop-up window. And it should be especially noted that the manager works with real “live” data from the online store. At the same time, it works from CRM, without going to the online store itself. The manager can repack the order directly from the CRM, and changes immediately occur both in the online store and in the CRM.

All the functionality of working with an online store order is available, including discounts, coupons, and delivery cost calculations. After saving the order, the composition of the transaction and the total amounts in CRM are automatically updated taking into account the changes made. All order data is synchronized in both directions. For example, a client paid for his order - and the status of this order immediately changed in CRM.

11. Transaction processing. Setting a task for a courier

Having clarified all the information on the order and making sure that the client is ready to pay, the manager assigns a task to the courier. The task is set directly from the CRM. In the task, you can enter the client’s wishes for delivery time as a description, set a deadline, add some document and include a reminder for the courier. Here, in the call dialogue, the manager writes a short report (he called the client, clarified his intentions, passed it on to the courier for delivery of the order).

12. Transaction processing. Notification of the manager about the delivery of goods

The courier delivers the order and completes the task. The manager is notified of this and moves on to the deal again, this time to close it.

13. Transaction processing. Closing the deal

The manager edits the order again - changes the order status to “Transaction completed”. The changes are saved in the online store, and the deal status is automatically changed to “Transaction closed successfully” in CRM.

Scenario 2: “Creating a deal based on a customer call”

A CRM manager can create a deal based on a customer call by placing an order for him in an online store or selecting products from the internal CRM catalog. Companies that have one or several online stores and have CRM integration configured can use two options for creating a deal based on a customer call:

option without connection to the online store
option linked to an online store

Option without connection to an online store

This script is used if:

the company does not have its own online store, and it is necessary to keep records of sales of a small number of goods and services in CRM
The company has an online store, but in addition to online sales, the CRM needs to take into account the provision of some additional services

1. Creating a transaction, selecting goods

The manager receives a phone call call from a client, who may have an initial idea about the service provided or product offered. The manager gives the client detailed information and, if he wants to buy something, goes to the deal creation page in CRM. The manager himself creates an order, selecting products from the catalog built into the CRM. Instant catalog search allows you to select products and services by the first letters of their names. The manager can immediately enter the quantity for each item in the order, edit the prices of any product, giving, for example, a discount to the client. And the transaction amount is automatically recalculated.

2. Create a deal, link a contact to the deal

The manager asks the client to introduce himself and links the deal to the contact. First, it checks the presence of such a client in the CRM database. If it is not there, creates a new contact without leaving the transaction window - fills out a form with personal data.

3. Creating a deal, adding a comment

In the transaction window, the manager adds comments, for example, that the client asked for delivery at a certain time. The deal is saved. The client is waiting for an order. The manager can assign delivery tasks to the courier.

4. Create a deal, fill in the deal properties

When creating a deal, the manager fills in the main fields of the deal: name, stage, amount, responsible person, type, probability of its successful completion. If the deal should be viewed by all CRM managers, the “Available to everyone” checkbox is checked. The deal has been created. Further work with the transaction is performed in exactly the same way as in scenario 1, starting from .

Scenario 2: “Creating a deal based on a customer call”

Option linked to an online store

How can a customer find out about your products? See them among friends or in a program like “Shop on the Couch”, read about them in the media, etc. For some clients, it is sometimes easier to call the company’s sales department than to find it themselves required product in the online store and place an order. This option for using integration with CRM allows you to “pick up” and not miss a client by quickly placing an order for him.

A script linked to an online store has advantages and it works if the company has an online store integrated with CRM. This option for creating a deal is much more convenient for the manager, since most of the data on products and customers is automatically filled in from the online store. The manager processes the call faster and places an order for the client; much less time is spent on this than when working with the internal CRM catalogue.

The form for creating a new transaction in this option contains a “Transaction from an online store” checkbox. The manager has a choice: whether to link a new deal created by a client’s call to the online store or not. When you activate a link to an online store in the deal creation form, some fields are blocked. The manager should not fill out or change such fields, since they are transferred and filled in from the online store.

The manager no longer selects a product from the internal catalog, but creates an order for the client from the online store. Instead of the “Add product” button, the “Create an order in the online store” button appears in its form. By clicking this button, a window for creating and editing a “live” order in the online store pops up. In this case, the manager works with the online store data: selects products from the online store catalog, applies all currently available discounts, creates a new customer profile or links an order to an existing one, sets payment and delivery methods.

After saving the order in the online store, the data on it is transferred to the CRM and the manager sees the transaction page with the completed order data. A contact is automatically created in CRM using the data that the manager entered when creating an account in the online store.

After the manager forms an order in the online store, the client receives an invoice - everything happens in the same way as if the client himself placed the order. The client can pay for the order through payment systems if such a payment method has been chosen. The client can log into his profile in the online store, track the status of the order and use all convenient services for online trading.

And a new transaction is added to CRM, and all its processing proceeds, except that there is no need to “call” the client - after all, he himself asked to place an order and agrees to pay for it.

Scenario 3: Creating and processing a lead from a web form

This script is not explicitly tied to an online store and uses data from web forms on sites. Based on the data from such web forms, a lead appears in CRM, which, upon further processing, is converted into a contact, company and deal.

1. Create a lead from a web form

The client goes to a website running on “1C-Bitrix: Site Management” and fills out some form, saves and sends his data with the form. The company receives a lead.

2. Sending lead data from your website via API to CRM

Leads are loaded into CRM from web forms on company websites. Where do these leads come from? In the product "1C-Bitrix: Site Management" version 11.5, you can configure a connection with CRM in web forms. When the integration is activated, the data from the web form is automatically transferred to the CRM. On a special tab of the form, settings for communication with CRM are specified: URL of the project with CRM, authorization data. Here you select the web form fields that will be exported to CRM.

4. Linking a lead to a manager

The lead is automatically linked to the CRM manager. The manager is assigned in accordance with the authorization data specified when setting up the web form. That is, by default leads from the web form are processed by the manager whose authorization data is specified in the web form and CRM integration settings.

5. Manager notification

Let's say in the settings of the web form you specified a manager who will perform primary processing data. The manager checks this data for reality and deletes obviously “junk” records. If the data from the web form shows what the client was interested in, then the corresponding products are added to the lead. After this, the manager changes the lead’s status to “Processing” and transfers it to more experienced colleagues.

Subsequent processing of the lead is carried out in the same way as in scenario 1, starting with . The manager clarifies the client’s intentions, calls him, sets tasks for colleagues, and plans various actions. The lead is converted into a contact, company and deal.

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