Service Integration and Innovation: How Amur Erkat transformed its business with amoCRM
Введение
When technology serves as a bridge between a company and its customers, every aspect of the business comes alive with new possibilities. “Amur Yerkat, the Armenian market leader in automotive engine repair, found that bridge in amoCRM, a powerful platform for sales automation and customer relationship management. In this post, we take a look at exactly how amoCRM became the player that transformed Amur Yerkat's business operations.
Review
First of all, the company faced a challenge: how to ensure uninterrupted processing of requests, tracking order fulfillment and maintaining constant communication with customers? The answer was found in amoCRM, and here's how it was put into practice:
Sales managers:
Service Center Masters:
Customers:
- Integrated request management: All information on calls and requests from web forms is automatically fed into a single system, amoCRM, so managers get a complete picture of customer interests and interaction history.
- Example: Integration of the phone system with CRM via API allows you to automatically turn calls into leads, save call records and quickly create offers using amoCRM templates.
Service Center Masters:
- Digital task assignment: Masters see real-time notifications of new orders and can change transaction statuses according to work stages.
- Example: When a customer agrees to a diagnosis, amoCRM automatically creates a task in the wizard's calendar and he receives a notification in his work interface.
Customers:
- Transparency in the repair process: Thanks to the integration with notifications, customers are always aware of the status of their request and can easily access information about the fulfillment of the order.
- Example: When a craftsman marks an order as “completed” in amoCRM, the system automatically informs the customer via the preferred communication channel.
amoCRM proved to be the ideal solution for Amur Erkat not only for its functionality, but also for its ability to integrate with current systems. Here is how the key tasks were solved:
- Integration with IP telephony: Direct integration with the call handling system ensured that all calls were saved in the client's personal card.
- Email synchronization: All customer emails are now automatically associated with the corresponding records in the CRM.
- Website linking: Requests from the website go directly to amoCRM, speeding up the initial contact with customers.
- Notifications and automation: Customized business processes automatically notify customers about the status of their orders, creating a sense of continuous engagement.
This case study with Amur Erkat is a vivid example of the transformative potential of digital technologies. The implementation of amoCRM not only increased sales and customer satisfaction, but also raised the business to a new level of organization and strategic planning.
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