What is omnikanalny business and why it is so effective

Three and a half years ago Layfhaker translated all their workflows "Bitriks24». To learn why this has happened, you can read here. Most recently, this service was one of the largest in its history updates, allowing its users implement one of the most effective business models - Omnichannel-model, which is called in Russia omnikanalnoy. You do not know anything about omnikanalnosti? Now we'll explain in plain language.

What is the business model omnikanalnaya

Omnikanalnogo business principles formulated and implemented BestBuy US trading giant in 2003. The idea is to work with customers through all available oflayn- and online sales channels in a single system.

For successful operation in 2016, the company should be a lot of sales channels: off-line phone, email, social networks, instant messengers, online store with order form, call, order a return call and chat.

The more channels the better, but how to cope with them? Take, for example, social networks and instant messengers, as now people increasingly communicate in them. Let's say your company is represented in Facebook, «VKontakte», Twitter, «Odnoklassniki», Instagram, WhatsApp, Viber and Telegram. With each channel sypyatsya Treatment or questions, including from potential and current customers interested in buying your products or services.

How not to miss a single message and accurately process each request as soon as possible? Hiring a bunch of special managers to manually collect and forward the information to the sales department? Forcing salespeople themselves constantly monitor social networks and instant messenger, thereby diverting them from their main job? How to distribute the incoming treatment between salespeople? A lot of questions, most of which can only be solved by provoking a state with the inevitable increase in staff costs, the increasing complexity of business processes and increasing customer expectations for time.

Now see how it all happens in omnikanalnoy CRM «Bitriks24».

The system itself captures every call through social networks, instant messengers and other channels, instantly transports them to CRM, distributes between sales managers, taking into account the workload of each of them or sends an appeal to the manager, who spoke with this client previously. The manager responds to the client's message in the CRM, then the system also immediately sends a response to the channel from which the request arrived.

You see the difference? Intelligent system takes over and automates the lion's share of the routine, which previously required continuous monitoring and rapid response, and your employees are engaged only in primary responsibilities. In this area of ​​responsibility omnikanalnoy CRM «Bitriks24" is not limited to social networks and messengers.

• With "Bitriks24" you can create CRM-form for communication. Form located anywhere: on site, online store, in an email. The content may be any form. Queries sent to customers through these forms, as instantly come in CRM and distributed between your managers, and customer data are recorded in the system.
  

• Live Chat Online - this is another easy-to-client communication method that you can place on your site or online store. Further reaction takes place in the same scenario as in the case of social networks and messengers.

• Email It has always been perceived as an isolated communication channel with customers, who had to control separately. Built-in "Bitriks24" email-tracker passes in the CRM correspondence and handling of mail.

• Offline-trade It has always been the most difficult to implement CRM into a single sales channel, but "Bitriks24" there 1C TrackerWhich transmits data in the CRM and customer actions, committed offline purchase.

Thus omnikanalnaya CRM «Bitriks24" closes on itself all the work with clients. Your employees receive and process requests from dozens of channels in a single interface.

Portrait of customer and quality control

Omnikanalnaya CRM identifies each customer picks up the entire history of calls to the company, gets a new lead in the case he turned for the first time, it records all its actions and response of your employees, simultaneously recording everything on the card client. Thus in CRM to create a detailed portrait of your customers. With built-in intelligence you can identify weak sales channels and dishonest employees.

Simply put, because of omnikanalnoy CRM «Bitriks24" you will be able to clean up the work and to adjust business strategy, relying not on guesswork but on the exact figures and data. You literally climb into customers head and learn how they think, what they like and what does not.

What else can "Bitriks24"

"Bitriks24" can do everything you need to work effectively. Adapting to the specifics of a particular company's cloud service with a bunch of tools that allows you to customize, organize and link all business processes at all stages and levels, down to the individual units, individual, individual task.

Service is so flexible that it can work equally well in any field, starting with IT and finishing the garment factory. Proof of act we collected success stories Companies that have chosen "Bitriks24".

Talk about all the possibilities of service for a long time, and do not need, because you can read them for yourself here. We will list the "Bitriks24" functions that use it:

• Mobile applications. All of the above and the following features are available not only in the desktop and web version of the "Bitriks24", but also on mobile devices.
• tasks and project management. All the work is done and controlled "Bitriks24" single interface. Each TASK connect the right people, artists, observers, assistants, are applied all the necessary materials and documents from the cloud, and the priority is set deadlines. No oral formulations of problems and dispersion of different services and lists. No "forgot", "did not see", "I passed" and "did not notice." Each rustling in any TASK accompanied by notice. Nothing is overlooked.
• Social network. Yes, we have our own Layfhakera sotssetochka inside "Bitriks24". It looks like the most common tape "VKontakte", only instead of kittens write here about the job. Recipient Configuration is possible at the level of the individual, so that no unnecessary information through the "Bitriks24" does not come.
• Quality and stable messenger with voice and video. Communication also takes place within the "Bitriks24". Create a list of contacts is not necessary, because it is already in the company's structure. It turns out that even come just a brand new employee can immediately seek the assistance of any person is necessary for it. The number of chats are not limited to, all sitting in their groups, are engaged in business and are not distracted by the fact that not one of them.
• Cloud storage + integrated document editor. You do not know anything about the pain, if you have never worked with the documents through the mail. Copies are growing by leaps and bounds. Where and from whom-to-date version? With all this cloud thing of the past. The document is always in a fixed place in the presence of a built-in editor cloudy Google and MS Office (free of charge) with a history of changes, back edits, collaboration, and so on. Each file is not just lying in the store, and is tied to the people and tasks.
• The calendar. you can always find in the corporate calendar of upcoming events, events, holidays, time during which each employee works today. Convenient and intuitive.
• post office. Working-mail also is put in "Bitriks24". We see no reason to use any third-party service, if there are already built-in.

One Ring to rule them all

It is already difficult to remember the exact number of tools that we replaced and connected to a single "Bitriks24" system. Not less than fifteen precisely. Perhaps all twenty.

Once we spent a whole six months to find a normal operating system, and sincerely sympathize with companies whose work is still brewed in the chaos of unrelated services and applications. We hope that our story "Bitriks24" will help them.

For smaller companies the "Bitriks24" is completely free rate, which includes all the basic functions and features, but if you sign up now with your promotional code lifehacker2016 until November 15, 2016, you get an additional 30 gigabytes of storage in the cloud service for the whole year. Try it, it's worth it.

Try "Bitriks24"