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Automated invoices for Customer Support

hello and welcome to today's bitrix 24 webinar Next Level CRM thank you very much for joining today okay so first of all we'll just go through some introductions so I'm Sam Connor sales manager here at interface and we are bitrix 24 gold partners and we're based here in the UK we're in the US and Hong Kong and we offer a full range of services to assist you with bitrix 24 so starting off with pre-sale support so we can analyze your requirements and see if bitrix 24 could be a good fit for what you're trying to achieve and if it is we can then help to implement the bitrix 24 system for you so we can design out the system so it works exactly how you need it to work for your business if you're interested in the self-hosted version of bitrix then we can provide our hosting solution for you and we also provide training and ongoing dedicated support to help businesses get get the most possible value out of the bitrix 24 system okay so if you are joining today's webinar to actually get a bit more understanding as to what bitrix 24 is at a high level so bitrix 24 is a collaboration suite are well in excess now with 35 different tools that you can use to help you to manage your business and there are now 15 million organizations around the world that use the bitrix 24 system and specifically today we're looking at the next level CRM webinar so in terms of the CRM systems in the marketplace the bitrix 24 solution it is voted within the top 10 CRM systems globally each year and the systems available in two different versions so we have the bitrix 24 cloud and we have the bitrix 24 selfhosted solution and in terms of pricing so prices start from $49 per month for a cloudbased system that's starting on the basic Cloud tier uh for a self-hosted version that starts at the business 50 and that's priced at $ 3,590 us for the first 12 months and then in year two and ongoing annually on that cellos you pay a 50% renewal fee to continue to access the system okay so today's webinar we are going to be focusing down into the CRM and marketing functionality within the bitrix 24 system and we are live today on YouTube so if you have any questions please do add them into our chat box here on YouTube and we can go through those questions and provide some live answers to you to help you or if you do need assistance after we have finished today I'm just going to add our email address so I've just added that now into our YouTube chat here so it's sales interface.com so if you need some help we you can contact us on that address and one of our team will be happy to set up a call and help answer your questions okay but let's now delve into why you should use bitrix 24 for your CRM needs and requirements okay so first of all we have automations and specifically here we're looking at marketing automation so you're able to set up email campaigns using the marketing module in bitrix and we can automate that information to be sent out to our database in the CRM you can can catch your leads from many different sources so we're going to have a look at the contact center which is a really powerful area of bitri for feeding leads into the system and we can then qualify those leads really quickly using customized stages and rules within the database you can then work your way through that sales pipeline that you've set up so all of these elements can be customized and designed around your sales process and we can integrate Communications where whe that's email SMS WhatsApp social media channels so it allows you to build up a 360 degree picture of the activity with your customers and we can then look at high level dashboard reports using the bi buildering bitrix so you can analyze and monitor your teams Effectiveness and forecast sales uh using these detailed reporting tools okay so in today's webinar we've got a few different topics to cover so first of all we're going to look at the tools that we can use to generate leads inside the system we'll then take a look at a higher level module overview of bitrix 24 I then want to cover Spas because Spas is a really powerful area of the bitrix system so that's smart process Automation and it's a tool that allows you to create your own entities inside the CRM and then we're going to have a look at the bi reporting system as well and throughout the session if there's features where you need to be on a certain plan of bitrix I'll make you aware of that then we can discuss what functionality that is available on the different tiers of the system okay so the first area we'll look at today are the tools that we can use to generate leads inside the bitrix 24 system so first of all of course you can import leads into bitrix and that's a key element really when you're transitioning from another system you need to be able to import existing data so you can import into bitrix via CSV import we have a live chat system so you can embed a live chat onto your bitrix websites or onto your own websites using the code in the background to embed when people have conversations through that live chat system that can automatically generate a lead inside the bitrix platform for you we also have social network Integrations so we're talking here about Facebook and Instagram or Facebook lead ads so those conversations can feed into bitrix for you to reply to so it's much more than just a CRM system we're talking here about contact center tools that allow Communications to feed into B tricks that can then generate leads in the system we also have CRM forms it's a really popular feature creating forms in bitrix embedding them onto your website that's then going to generate a lead into the system there's also telefony so you can different options for telephony and we do a webinar where we we solely look at that in more detail but essentially if you're renting a bitrix number that could with a call coming into the system generate a lead there is the sites feature so really useful to create landing pages using the sites module so what you can then do is you can build out let's say a a landing page for a campaign in the platform and from there you can then embed some of these other features will looking at here like live chats or CRM forms embed those onto that site and then you've got all of these different tools set up to generate leads into the system and this connects quite nicely with the marketing module so you can build out your marketing campaigns in the bitrix system using the campaign Builder and that could have a link to one of these landing pages that you've created so you're starting to see here a lot of the different tools to generate leads into bit TRS they're all interconnected here and then of course you can also manually add a lead into the system as well so let's take a look at some of those tools in in more detail first of all so if you're new to the bitri system I'll just explain what we're looking at here so this is the browser version of bitrix 24 and there is also a desktop application and a mobile app as well so the modules are on the left hand side that we're going to be looking at and right now we're in inside the CRM system and some of the features we've just looked at here if you go into the add-on section and down into the contact Center this is where you'll see a lot of those tools that we've just been referencing so here inside the contact center we've got the website form designer tool here we can embed the live chat system onto our website so from here I can click into the configurations and I can configure the settings for this live chat system so I can customize the opening times I could set up the auto response actions and I can configure here who those conversations can be submitted to for a reply to be managed and if you want to have this user Q permission structure set up so to control where those conversations can be rooted to in the business you need to have at least a professional Cloud version of bitrix if you're on a lower tier the standard the basic any conversation say that comes in from a live chat that will go to everyone within the bitrix system for someone to respond to okay so for show you here we've got a live chat set up on our bitrix system so I'm going to post a message into the bitrix platform there and then what we'll see if I go into our bitrix then we can see inside the platform here that's going to bring up all of the historic conversations into the bitri 24 platform for our team to respond to so if you want that call routing it's really important to understand that you need to have that information stored on the the system using the professional Cloud version of bits and it's the same if we say connect our Facebook or our Instagram all of those conversations are rooted into the system and when you're using the live chat system you can have the user fill in a form here so they can fill in their details using this form and that will then generate the lead inside the bitrix 24 system okay and like say if you have any questions please do just add them into our YouTube channel today and we can go through them for you as we go through today's intervals okay so the contact centers a really useful tool for adding your leads into the system and another really powerful area that a lot of businesses we support to integrate is their mail boxes so with the bitrix system you can connect your mailboxes into bitrix H you can then have all of that history saved inside the bitrix 24 system so all of that email communication and correspondence and then alongside those contact center tools so we mentioned about our ability to integrate website forms have landing pages setup so if I show you here this is a landing page set up using the sites module so you can see on here we've integrated our live chat system onto here and we also have website forms embedded so you can see lots of that other functionality that we've talked about here incorporated into the system and through here we then could use the marketing module so once those those leads are fed into our CRM system bitrix has a marketing module so it's very similar to other tools such as MailChimp as an example and then through here what we can do is we can design out our campaigns so you can see here on the right hand side we have the different blocks that we can use so I can drag in my images my text Etc and then with that information I can then preview what this looks like on different devices so from phone display a tablet and a desktop I can preview what that's going to look like on different devices and then from that lead information we've got in our bitrix what we can then do is can send out this marketing material to try and nurture to try and engage with that lead through the system so for example here I could go into our lead database and select based on say the sources of those leads so if they came in from a live chat system and then maybe Bas that down to what stage they're at in our lead process so you can then send out very targeted marketing campaigns using the information from the CRM system okay so that is a look at some of the different tools we can use in our bitrix platform to help to generate new leads into the business so there's a huge variety of tools that you can use and utilize now as I say a few of those features you would need a professional Cloud version for if you're wanting to have the routing to spefic specific team members if you maybe have a large inbound inquiry process and you've got a customer support team then you you really want to have those permissions set up so it's important to have that functionality which you can get from the professional Cloud version and above okay so we're going to move on next to look at an overview of the modules available in the bitrix 24 system so we're going to look at leads and deals so how we can really manage the full sales process through bitrix once those leads feed in we've then got contacts and companies so we'll see how we can store the customer record in bitrix and how we can attach quotes and invoices to those records and then we're going to take a look at the Smart process automation feature which it really takes the bitrix CRM system to the next level of customization capabilities and allows you to really really adapt the CRM to your organization's process okay so let's move back into the CRM and to explain here what we're seeing now first of all within the system I am an administrator in this view so you can see inside the lead section here I can see there's lots of different people responsible for these lead records in the platform now we can put permissions in place so if we go into the settings area go to access permissions and then the CRM inside here you can put permissions in place to control who is able to view different information so we can create those roles inside the bitrix system and then here within that role we can configure the user access rights across the CRM platform so you can set up very granular permission controls even down to the individual stages that that deal progresses through so that's it's a really important area of bitrix to get set up accurately to make sure you control what data different users are able to view throughout the system and it's not just based on the the entities and What stages but you can see across the top here these are the different types of permissions so whether it's read add update delete explore something we get asked a lot about is how do I stop users from exporting data they don't want their staff to be able to extract that data out to the CRM it's all about setting up this permission control correctly and this is something we are incredibly experienced that and help businesses to set up correctly so if you need assistance with this I've added our email address into the YouTube chat box so sales interface.com and one of our team can discuss your permission control requirements and then we can discuss how we can help to implement and support you and train you on how the permissions need to be set up in your bitrix platform okay so let's now take a look at the CRM as a high level overview here so first of all we've got the lead database so the lead section really is for qualifying inquiries we've seen already within the cont Center the different channels and tools we can use to generate records inside the CRM so if someone submits let's say a web form you need to go through some layer of qualification process so you need to nurture it through stages contact the lead understand their requirements and then from there we can actually gain a good understanding as to whether this is a genuine sales opportunity that we're going to be able to work on so here this is the list view of leads so we can see what stage each lead is at and we also have the Canan view so in the Canan view here we can see the stages that we're progressing the lead through it's completely customizable to your sales process and qualification process so you can customize those stages and I can then progress my lead through those different stages like so and inside the lead record we can see on the left hand side all the details about the lead and we can create custom fields to capture specific information about the lead okay so you really are Unlimited in terms of what data you want to store it's really important to keep it fairly clean you don't probably don't want to have too much information but using the custom Fields feature you could have as much information as you require in the system and you can also create additional sections inside here so you might create a requirement section and store information inside here and we can then also create different views so you can hide Fields you can show fields in these views you can change the layouts and then once you've set that how you want it to you could then create a new view and assign that to specific users so it allows you to construct what information is is visible across the the lead record page here and then on the right hand side we can see the activity Stream So this shows me all of that email communication that takes place it's going to show me all of the comments and history so you can add comments into here I can tag my colleague into there and then I can post that information into the feed so all of that history saved inside the system I can go into the email Communications that have taken place so we talked about how having a centralized area for all of that communication log the CRM system gives you that and then what we can also run are automations so as we're progressing the lead through those different stages you can use the automation engine here to set up automated actions so whether that's to could be to communicate with the clients it could be setting up notifications or tasks for your internal sales team you can create that automated workflow across each stage of your qualification process even when let's say here we've got the dormant lead stage so once the lead actually we've not been able to qualify it and it's it's a dead lead we we could then set up marketing Communications to go out to the lead to try and get them to progress in the future through the the cycle of our sales process so there's lots of really powerful automations that we can settle to automate lots of manual activities that you do right now within your sales process so let's now move this through the qualification process it's now creating the task in the system and I have telep directly through the system here and we can then play that call through the platform and we could even e integrate our emails through the system here apologies I think the screen just stop sharing that so there we can see the email integration so that's all integrated into the system for us there and then once that lead has been qualified we've gone through that qualification process we can then convert that lead into a a deal entity so the deal entity is just for those genuine sales opportunities so when we do that we can convert into a deal a contact and a company if you have that information or it may be if it's b2c you may just create the deal on the contact and when we create that deal we can then choose a pipeline that we segment the opportunity into so that could here we're doing that based on geographical location but you maybe do that say if you're in the the real estate or business industry you might have one for rental you could have one for for selling properties so you can customize that in the platform here and then inside the deal database this is where we're we're managing all of those sales opportunities so inside here you have the deal record page so this is where we store the contact and the company associated to the record and within here we can add products so this gives a value to the opportunity so bitrix includes a product catalog where we can select and store our products that we're wanting to add to the deal then we can start to progress the deal through through the system and bitrix includes a document generator tool so what we can do through here is we can generate estimates and invoices using this product information so if I select our document generator we have a template set up so using this tool here you can upload your own static documents with your branding and information and then we can pull in the details and mappings from the CRM you can generate personalized documents through the bitrix 24 platform and again just like we've seen in leads and Deals you can create automations so on the stages of estimates here so we we're at the waiting on client stage again those stages can be customized so you're starting to see how you can really construct the bitrix CRM for your process and your way of working and then on that stage here in two days time if the quote is still at this stage we're going to receive a notification and in seven days time if this quote still hasn't progress we're going to email the client checking if they're wanting to proceed with our offer so you could start to use automations to really try and engage with the pro the client and close the sales opportunity and at each stage of the deal there as we start to progress activity this can band view is a really nice overview so when you add a value to the products that's going to constantly update the value here of our stages so I can see we currently got $191,000 in the payment processing stage so it's a really good forecasting tool that you can use here and again in any of these areas you can filter through this information and within each pipeline the stages can be completely different and so can the automation rules so you can completely build out your sales workflow and process processors across the pipeline functionality that we have in the system here and that's another point just to be be aware of is the number of pipelines that you can have on different tiers of the bit trick system so for example on the standard Cloud you can have 10 deal pipelines if you're on the Enterprise Cloud it's unlimited for example so depending you need to understand how many pieces of of pipeline functionality you may need in your system and we can then advise you what's the most appropriate CRM package for you okay we then have our contacts and Company database so this is where we store a record of our contacts inside the system so here we can see the client's record we can see the organization that they're Associated to so you can have that parent child relationship and on the right hand side we've got all of that history of activity so tasks emails future planned activities and calls that we can see and all of the sales opportunities that the person is connected to we can see that history in the system here so I can see all of the deal records I can see all of the invoices and quotes and estimates it all rolls up to that contact level and it's exactly the same with the company database as well so inside the organization level in here we can then the key difference here is again you've got the connections but within here you can then store the individual contacts that are associated to the company so that could be as many contacts as you you have Associated to the record and you can filter through the information here we then got our sales area so all of the estimates and invoices that we're creating you've got the area to store that information and just like on estimates on your invoices you can create the stages that you progress the invoices through so here I can see what stage we're at across our invoice database and we can easily filter down and through all of that information inside the system so that is an overview of the framework of the bit 24 system now if for example every inquiry you have is a genuine sales opportunity you probably don't need the lead section it's really just as a qualification purpose so what you can do if you don't need that you can go into the CRM mode here and you can customize what mode your bitri CRM system is in so right now we're in the classic CRM so that's where you convert a lead into a deal and contact or if as I say if every inquiry is a genuine sales opportunity maybe you don't have that many new inquiries to to go through then you could on the simple CRM and that will remove the lead section and you will just simply have deals and contacts on every new inquiry that comes into your CRM platform okay so that is a look at our CRM and all of the activity in history that we have on our bitrix system any activities you'll see those activities scheduled here inside your activities view so I can see what's overdue what's Co not got any activities what's currently due this week so this gives you that nice high level view ACR of all the activities across the organization okay and I mentioned about an additional feature I wanted to discuss today within the CRM and that is our smart process automation feature so a standard within the bitrix system and if you're on a basic or standard Cloud you will have leads and deals but what smart process automation allows you to do is it allows you to create your very own entities inside your CRM system okay so I can click into the SBA area here and then I could create a new entity within the CRM platform here so I'm going to show you here as an example I have for customer feedback so we have our customer service seat entity okay so we have a workflow set up so once the customer has been on boarded we're going to automate a form out to the clients and they can then submit their responses to us so this is a a process on a workflow that really you don't want to be storing inside Deals Deals is really for your commercial opportunities your sales opportunities so with the smart process automation feature we can create our work create the stages create the entity with the the different fields that we need to store information and all of that information it rolls up into the contact and Company database so inside this client's record here I can click into deals and see all of the sales opportunities but I can click into sees Tab and I can see their feedback scores as well and it's separated out into a really nice uniformed way where we can manage and view that information in an easy to to distinguish process whereas if you're having to manage a feedback process in deals you're having to filter through all of the sales opportunities that are associated inside the deal section so having smart process automation allows that clear separation and within here you can set up your stages your automation rules you can have separate pipelines within the smart process automation so this this feature really allows the CRM system to take that next level of customization capability you can build as many smart process automation entities as you require and those can be connected into all the areas of your CRM system so if I go into our CRM bindings area I can bind this smart process automation to different areas of the CRM system and this is a a feature and module that we heavily focus on with our customers because it allows you to customize the CRM to your way of working you don't have to try and fit everything into leads and Deals this tool allows you to expand the use of the CRM build out that customization capability and then build your workflows into the platform so if you're interested in in finding out more about smart process automation or if you're looking to use this feature for some workflows that you you've got some ideas please do Contact Us sales interface.com and we can discuss and show you and advise you how you can use this feature to really take your bitrix 24 system to the next level but as I say to access this feature you need to have at least a professional Cloud version of bitrix 24 so if you're on a free basic or standard you're not going to be able to see this feature or use this feature so that's a conversation we can we can have with you to understand what the cost would be to upgrade you and then you can start to take advantage of some of these really powerful areas of the CRM system okay so that is a look there at the Smart process automation feature and obviously within the system there is a lot of data that we need need to be able to analyze and to report on and within bitrix there is a lot of different areas where you can then start to build out reports of that information so let's now take a look at some of those areas and some of the areas we we've already talked about today because although I'm going to we're going to have a look at the bi Builder tool shortly within the actual CRM system here these the views we're seeing here aree elements of reporting so for example in the lead Canan view or in the deal Canan view where we've got a value Associated to our opportunities that then allows us to see a really high level view of our forecasting across the business so I can see the updates of values as we progress our opportunities and we can filter through information here so I can drill down into the data which is going to help me with my reporting purposes you've also got the list view so in the list view here you can essentially this is the table of information of those deals and you can customize the layout here you could select what information we want to show inside this list View and then I can export this information either as a CSV or into Excel so I can extract the data out of the bitrix system we also have if we go into our analytics area so this this is the analytics area is really the the pre-stage before the bi build platform so inside here you can see kind of fixed reports that analyze the sales data you can send targets to your teams and track them towards those targets really the next level is the the bitrix bi Builder so this is fairly new module it's been out around a year now or for the on premise it's just been rolled out and this functionality allows us to build out high level Dash board reports in lots of different visualized ways with lots of different charts and data so we can extract the data from not just the CRM it could be tasks it could be projects and we can then build out really powerful visualized reports to analyze all of that data from at a very high level here and if we go into the editor tool we start to see how advanced this type of editor system is so if I go now to create a new chart I can go into our chart table there's hundreds of different types of charts that you can select from so let's say if you're wanting to build out some type of map display if you've got lots of store locations I could select from maps and I can choose what data set I want to feed into here from my bitrix CRM system so it's an incredibly Advanced reporting tool you'll find this difficult to set up by yourself really you need to work with a partner that has experience in building these reports which is what we do and we can train you on how you can then build your own reports in the future so again you can contact us and we can discuss the bi builder in more detail with you and and help have a conversation with you to to help understand your reporting goals and help you to to work towards those using the bi Builder system here that we have in vitrix 24 okay so we did have a question earlier on around the marketing module so understanding what tier of bitrix plan you need to be on so it's a really good question um from from what you're saying there I assume you you don't have access to the marketing module right now so if you're wanting to be able to send out marketing campaigns through the bitrix system you need to have at Le least a standard Cloud version of bitrix 24 so if you're on a basic or a free version you're not going to have access to this really powerful marketing module where all of the data from the CRM feeds into here so you can then send out very targeted marketing campaigns using the system okay and just there kind of talking about different tiers it brings on quite nicely to discuss the differences between the cloud and the selfhosted version of bitrix if you're watching this when when I say self-hosted essentially that it's a private Cloud version of bitrix so you can you can host this either on a local server but it can be hosted on your own private cloud or we can provide our hosting service so in all both the cloud St hosted you've got leave deals invoicing reporting both include those custom record layouts and both include automation tools now as I say if you're wanting to use some of the advanced automations like smart process or automation you need to have at least a professional Cloud version of bitrix really one of the key differences with the selfhosted version it's possible to fully customize so in terms of branding up the system before stuff come into the CRM in terms of integrating with other systems and controlling that integration and creating more advanced business processes you would need a self-hosted version of betrix 24 so in summary today we've seen how we can use the features within the contact center to generate leads and and then use the marketing module to send out targeted marketing activities to try and nurture those leads through the sales CRM we've seen how we can set up the lead and deal areas of bitrix 24 really defining our sales process using the customized stages fields and automations to really build out our sales process in the bitrix 24 CRM and with can really take that to to the next level using the smart process automation feature we can then communicate on multiple channels using e email SMS whatsapps those social media Integrations and that then allows us to get a 360 degree view of all of the information and dialogue that takes place with our clients and as we've just seen we've got the bi Builder system so we can then roll up all that data from the CRM create high level dashboard reports that then allows us to make informed and quick decisions as we continue to close more sales opportunities using the bitruck 24 CRM so that brings us to an end of today's Next Level CRM webinar we are here every other Tuesday at 11:00 a.m. eastern time and you can register at interface.com webinars and as I say if you have any questions before our next session please do contact to sales interface.com and one of our team will be happy to help you and the recording of this will also be put on to YouTube and you can see lots of other quick wins and webinars that we have available on our interface YouTube channel so thank you very much for joining today's Next Level CRM and I look forward to seeing you all again in the near future bye for now