How CRM changed the work of a window service: the experience of PlastWind-Service

Automation of processes is an integral part of a successful business today, especially in the field of customer service. We believe that it is better to show a real example than to list the benefits of using CRM. After all, case studies clearly demonstrate how the implementation of technology can affect business processes and improve the efficiency of employees.

That is why this time we decided to talk about the automation of the national window service PlastWind. The company’s Co-founder, Alina Hrytsak, shared with us the company’s success story and the experience of implementing Zoho CRM, which has significantly improved the work of the sales department and technicians.

Alina Hrytsak, Co-founder, PlastWind-Service

• Tell us about the origins of PlastWind-Service: where and how did it all start and what peaks have you reached over the years?

The company PlastWind-Service started its activity as a small initiative in Kharkiv. The founder and CEO, Denys Hrytsak, has always been an ambitious person. Even before choosing a niche, he had an important goal – to create a company that would not only generate profit but also benefit society.

This is how the idea of creating a window service was born. Our company specialises in the installation and maintenance of high quality window systems, which help to create a cosy and comfortable atmosphere in any room, be it a home, an office or a café. From the very beginning we have focused on quality of service and customer satisfaction.

Unlike other services (which mostly use the services of freelance technicians), we have assembled a team of professional and highly qualified specialists who work exclusively for our company. This allows us to control the quality of the work and ensure a responsible approach to the job.

PlastWind-Service technicians have created comfort for more than 23,600 customers

We expanded step by step to new cities. Currently, we offer over 250 different services and serve clients in 11 cities across Ukraine. And we definitely have no plans to stop there. 

• Why did you decide to implement a CRM system for the further development of the company?

We realized this at the start of our operations, once a third team member joined the office. Until then, we used a standard Excel spreadsheet, which was manageable with just one user. But as our team grew, this method proved to be inefficient.

We were aware of the existence of CRM systems and started looking for contractors to implement them. Initially we used AmoCRM, which was offered and configured according to our algorithms. We invested a lot of resources, but the previous contractor’s setup turned out to be less than competent. There were errors in deal processing that required constant return to the sales funnel. The lack of analytics made it difficult to analyse the work. We had to spend a lot of time reworking and refining to somehow solve these problems..

However, after the start of the full-scale invasion, we decided to completely abandon Russian software and began looking for an alternative. Thus, our collaboration with CRMiUM integrators began.

How did the migration from Amo CRM to the new system happen?

A Business Analyst from CRMiUM shares the experience:

The first stage involved a detailed analysis of the existing business processes. After a thorough study, it was decided to implement Zoho CRM, which best met the company’s needs. In addition to a comfortable migration that preserved all initial data, let’s take a closer look at the results achieved in this project:

• Implementing the Blueprint Schema in Zoho CRM allowed us to clearly outline each stage of the deal process. This helped to reduce the number of errors and shorten the turnaround time. Each stage of the process became more transparent and easier to control
• Integration with Zoho Flow ensures that lead data is continuously transferred from the website and landing pages to the CRM system. This reduces the likelihood of lost leads, increases communication efficiency and enables managers to respond to enquiries promptly

• Automated distribution of requests to appropriate managers reduces order downtime and increases overall productivity. Each request is directed to the right specialist, reducing the risk of delays
• The ability to generate automatic reports has been implemented, allowing managers to receive regular updates on key indicators. With up-to-date data for analysis and planning, more effective decisions can be made
• Automated duplicate detection in the database reduces the risk of confusion and errors when working with clients. A clean and organised database increases the efficiency of working with clients
• A custom Quality Assessment module was configured to automatically create tasks to collect customer feedback. The feedback received helps to improve service quality and increase user satisfaction

All of these integrations and implementations have helped to increase efficiency and reduce time and resource costs.

• How did your team react to the implementation of the new system?

I do not remember any particular stress during the transition from one system to another. We have thoroughly documented all the company’s business processes, so it was easy to explain everything to the CRMiUM business analyst. When our managers familiarised themselves with Zoho CRM, they immediately noticed that everything was configured much more conveniently than in AmoCRM. As a result, they quickly adapted, started learning and working in the new system. The whole transition process was smooth and hassle-free.

• How Did the Implementation of CRM Change the Company’s Work and Interaction with Clients?

First, we solved the problem of losing leads. For example, if a client cannot speak during an incoming call and asks to call back the next day, even if the manager makes a note of it, this lead can still get lost in Excel spreadsheets. We always try to follow up orders to a logical conclusion: we call back, ask if everything is OK and clarify details. Thanks to the CRM system, we have been able to significantly improve this process and ensure that no potential customer is lost.

Secondly, everyone now knows exactly what they are working on and has a clear idea of the volume and scope of their work. For us as owners, this makes it much easier to control the work of the team.

Another important aspect is analytics, which allows us to make informed decisions and strategically plan our development. Detailed reports and analytical tools give us valuable information about the business: which products or services are most in demand, which marketing strategies are most effective, and where we can improve our processes.

• What additional integrations with other programs or services do you plan?

It would be useful to make some improvements to Zoho Creator for technicians to enable automatic calculation of the check amount and commission amount. Currently, the technician opens the price list and does all the calculations manually using a calculator. Our aim is to optimize this process.

I have also long dreamed of being able to manage a business from a mobile phone. This will allow us to see the results and assess the performance of each employee at any time.

In the future, we may configure Zoho People to improve security and efficiency in HR management. This will allow us to protect data, automate employee offboarding, disable access to data when necessary, transfer tasks upon termination, and conduct team quality surveys.

In summary:

Innovations always cause discomfort and doubts, especially when it comes to implementing a new CRM system, as it affects the entire activity of the company. The example of “PlastWind-Service” shows that by trusting CRMiUM integrators it is possible to significantly facilitate the implementation of a new CRM, reducing the risk of stress and mistakes. Learn about other CRMiUM cases that will help you get to know us better and start your way to business optimization.