Migration from SAP CRM to Bitrix24 CRM for "Alutech"

1. Migration of existing business logic from SAP CRM to Bitrix24.
2. Customization of sales funnels tailored to the company's specifics.
3. Automation of lead distribution and qualification.
4. Clear delineation of access rights.
5. Data import from the old CRM.
6. Integration with third-party systems (telephony, website, configurator).
7. Implementation of analytics and performance monitoring system.

The prompt work of our specialists enabled the company to switch to Bitrix24 before the expiration of the SAP CRM license, avoiding downtime and loss of productive days.

Here’s what company representatives say about the results of our work:

“In terms of speed, it feels like document opening is 30-50% faster, and the integration with telephony is a more successful solution compared to SAP CRM.”

Advantages of the system, highlighted by the customer after using Bitrix24:

• An adaptive functional system that can be built from scratch to quickly replicate the proven, years-old, custom business logic of the "Effective Sales" project.
• Low licensing costs.
• Simplified technical support scheme: the ability to contact a developer located in our time zone who can resolve issues quickly, rather than following standard procedures that can take 7 days or more for simple questions.
• Flexible integration system, both direct (Asterisk — Bitrix24 — Asterisk) and mediated through adapted services (WhatsApp Business API — Chat App — Bitrix24 — Chat App — WhatsApp Business API).
• The core functionality of Bitrix24 is constantly being improved, and with minimal modifications, it can be integrated into our processes, attracting new dealers.
• The ability to quickly develop and easily implement new functional services into the existing system, whether using standard Bitrix24 tools or without them.
• Facilitated local administration model: for example, creating a new organizational structure no longer requires a week of continuous work by one specialist—just a couple of hours of work.

Other advantages noted by system users:

• User-friendly and intuitive interface, initially built in Russian.
• High performance and quick response times during use.
• The ability to use simple and understandable services that facilitate work and speed up lead processing, such as click-to-call from lists and cards, instant call recordings with playback and rewind, buttons for qualification and template tasks, etc.
• An intuitive notification system and markers for overdue objects.
• The possibility to integrate and use additional services for customer contact (WhatsApp, Telegram, etc.).

Bitrix24 (box version)

Tight deadlines — the need to complete migration before the end of the SAP CRM license without stopping business processes.

Scale — data transfer of ~500 users and a large amount of information.

Integration — setting up interaction with telephony, the website and the internal configurator.

Maintaining logic is an accurate reproduction of sales funnels, access rights, and familiar processes.

Staff training is the rapid development of a system by employees and overcoming resistance to change.

Data migration — ensuring the integrity of information during migration from SAP CRM and minimizing losses.

Testing — identification and elimination of errors in real conditions, performance optimization.

Analytics — setting up personalized dashboards, reports, and a quality control system.

Continuity of work — support of current processes during the transition, parallel operation in two systems.

Adaptation is taking into account the specifics of an international holding company, differences in divisions and local features.

Initially, the main goal was to implement the existing system using Bitrix24. Once the analysis and design phase was completed, work began on configuration and development. Over nine months, our specialists developed, documented, and presented a full functionality suite that closely mimics the client’s accustomed features.

Our experienced team created functionality for importing historical data from SAP CRM. The process involves uploading an Excel file as input—on output, we get correctly populated Leads, Deals, and Contacts.

Integration with Asterisk telephony was implemented using Bitrix24’s standard API. During the integration, we configured: a phone “revolver” that evenly distributes calls; capturing the customer’s phone number and automatically creating a Lead with pre-filled fields; logging missed calls.

Additionally, it was necessary to connect Bitrix24 with the company’s internal information systems: synchronize information about Dealers and Employees; set up navigation from Bitrix24 to the order configurator and transfer finalized calculations back; and enable direct data transfer from Bitrix24 into the company’s database.

Furthermore, we configured the receipt and classification of applications to accelerate their processing and distribution.

Once the company confirmed that the solution we provided was functioning perfectly, we started discussing ways to improve the system further. Here’s what we achieved:

Dashboards
A unique personalized analytics page was developed. A regular employee can see performance indicators only for themselves, while a manager can view metrics for the entire department or individual subordinates.

Delegation
In managing a large team, human factors such as vacations, illnesses, resignations, and emergencies often arise. Someone is absent, yet work needs to continue—what’s the solution? Assign their tasks to another employee temporarily! Doing this manually is time-consuming and easy to confuse. For such cases, we set up a delegation process.

An employee (or administrator) selects whom they want to delegate Leads, Deals, and Tasks to, and sets a deadline—either temporary (must specify a return date) or indefinite (for example, if the employee is leaving). On the delegation task card, details of the delegated objects are displayed in separate tabs.

On the designated day, the delegation task is initiated, objects are transferred to another employee, who then works “on behalf of” the original person. On the end date (if specified), entities that were not closed during the delegation are returned to the owner/initiator of the task.

Penalty Cards
What do we do with employees who irresponsibly handle incoming requests, neglect calls, or fail to contact clients in time? We issue a penalty card that directly affects the number of applications assigned to that employee.

Currently, four types of cards are implemented:

Green — increases the number of incoming requests to the employee

Yellow — warning

Red — reduces the number of requests for the duration of the card’s effect

Black — disables request distribution for the duration of the effect

Cards are time-limited; eventually, the black card expires (and, at the management’s discretion, the card’s effect can be revoked early).