Case OPTIMIR

CRM setup for a distribution company

OPTIMIR is a wholesale distributor of goods for optical salons. The company has been operating in the Ukrainian market since 2011, offering lenses for glasses of various price categories, contact lens solutions and eye care products.

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Year

2021

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Project duration

4 months

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Technical support

from 2021 to the present

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Specialists involved

5 persons

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Year

2021

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Project duration

4 months

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Technical support

from 2021 to the present

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Specialists involved

5 persons

optimir website page screens, glasses, lenses

Challenges

optimir logo
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    Disorganised calls to the contact centre from different sources.
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    It is difficult to control and predict order processing.
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    A large share of human factors in the work of the sales department.
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    Communication with the company is somewhat complicated for customers.

Solution

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    Set up a CRM system.
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    Connect different channels of request receipt to the CRM.
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    Automate routine repetitive actions of contact centre operators.
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    Divide traffic by creating separate websites.

Project Details

OPTIMIR is a modern company that strives for development and is looking for different ways to optimise and streamline its business processes. One of these solutions was the implementation of a CRM system, as this tool allows you to automate, control, analyse and speed up daily tasks.

The main source of incoming orders at Optimir is the call centre. The customer base includes regular customers (opticians, shops, pharmacies, clinics) who repeatedly order goods. In order to regulate the sales process, store transactions, keep records, and control the order processing process, it was necessary to customise the CRM system, taking into account the specifics of the company's work.

In addition, it was decided to create three separate websites to represent the company and brands on the Internet.

What was the sequence of events?

1. Analysis of the sales department's work process, preparation of technical specifications.

2. Setting up a CRM-system:

agreement screen, workspace

setting up sales funnels;

setting up fields and stages in the Lead, Company, and Deal cards;

Setting up fields and stages allowed us to use filters, analyse at what stage of processing each client, the source of the client, what products the client ordered.

screen, information, led

setting up an open Viber line.

Before the open line was set up, operators received all incoming messages in a general chat with all customers or in personal messages on Viber. It was very difficult to process requests, they were sometimes lost, other chat participants were distracted by unnecessary messages and some messages were simply skipped.

Now, call centre employees receive messages from customers in the general chat of the line, after which operators continue to conduct a dialog in a separate chat with the client. At the same time, a Deal is created for each customer, and the history of correspondence is saved.

screen, chat, ice, communication

3. Setting up websites using the constructor:

The website builder allows you to create websites quickly and at no additional cost. For this task, we engaged a designer who selected images, icons, and developed a design.

4. Training the team to work with the CRM system.

Results

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    Reception and processing of requests became controlled.
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    The speed of processing requests increased.
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    The quality of communication with customers improved.
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Julia Andrusiak

Julia Andrusiak

Account Director

+38 050 700 75 72

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