Case OPTIMIR

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:

• 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.

main company website

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