«House of Real Estate»
The first online platform in Ukraine providing real estate services
An active working body of the Executive Committee of the Kharkiv City Council
iUM
CASE
COMPANY:
HOW WAS IT STARTED?
- The client decided to stop using Bitrix24, which originates from Russia, and transition to an alternative Ukrainian CRM system
- It was essential for the new CRM to support integration with telephony and social media, particularly with a bot for Telegram or Viber
- Numerous existing processes, including receiving and processing applications for four different departments, had to be transferred and adapted
- Requests from partner companies were passed through messenger chats, which was inconvenient and often caused confusion
- Applications needed to be distributed among four departments, depending on the client’s selection during a phone call
- There was a need to set up the process of transferring applications from the first line to the service department and organize the service execution process
WHAT WAS IMPLEMENTED?
RESULT:
- Ensured a smooth and efficient migration from Bitrix24 to the Ukrainian CRM system, NetHunt
- Connected Telegram as an additional communication channel with clients
- Configured CRM reports on the number of received and processed applications, enabling department managers to monitor employee performance easily
- Automated application creation during incoming calls, with distribution among four departments. In addition to standard integration with Ringostat, the CRMiUM team developed a custom scenario that ensures applications are created in the appropriate pipelines
- Set up integration with an SMS messaging service to inform clients about consultation times and other critical details
- Implemented forms for handling requests from partner companies. Now, applications are automatically directed to the appropriate department with all necessary information
- Structured processes for four departments to process and close applications after phone consultations. Additionally, an automated process was established for transferring requests to a dedicated department specializing in various services, such as document preparation or other consultancy services
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