Many companies have already been able to appreciate the benefits of processing calls using MegaFon's Virtual PBX. There are also many who use Bitrix24 as a convenient and affordable CRM system for sales automation.
Recently, MegaFon updated the integration with Bitrix24, significantly expanding its capabilities. In this article, we will analyze what features will be available to companies after the integration of these two systems.
The reason for writing this article is that many companies use services separately, not knowing about the benefits that their mutual integration can provide. We will analyze in detail the possibilities of integration and show how it is configured.
To begin with, we will analyze which systems we are going to integrate. Virtual PBX from MegaFon is a service that opens up the ability to control all company calls. Virtual PBX works both with desktop IP phones and devices, and with mobile phones and directly from the CRM system through call processing in the browser.
CRM Bitrix24 is a system that helps to organize automated accounting of data about transactions and customers, as well as to optimize work processes in a quality manner. Functionality, simplicity and the availability of a free plan have made it one of the most popular CRM in Russia. Another feature of the system is its versatility; Bitrix24 is widely used by a variety of trading and service companies.
Integration can be configured both for the boxed office version with installation on the company's servers, and for the cloud version of Bitrix24, which is available via the WEB interface from the public Internet. It is important to remember that in the second case, the integration works between two cloud services directly, the services will continue to interact even if the electricity or the Internet goes out in your office.
Let's take a closer look at the possibilities of integration.
1. Pop-up client card for an incoming call
In the absence of integration, the employee is forced to spend time and effort creating a client card or transaction manually, in which case contacts and transactions are lost, and at best the client needs to be contacted again, at worst, the order will be lost. With an incoming call, the employee will see that the call came from a client unknown to Bitrix24. The pop-up card displays the number from which the call came, through which number it came. We see that there are no deals or any comments for the client yet. A responsible manager Aleksey Belyakov is automatically assigned to the client.
If a contact or deal already exists, the manager will know the name of the client even before he picks up the phone.
You can get into the corresponding deal by clicking on its name.
How to create a contact manually?
If you have disabled the option to automatically create a contact and a client whose number is not in Bitrix24 called you, you can create a new contact in a pop-up window, leads and deals will also be automatically created, which we will talk about a little later. If there is no integration, there will be no pop-up window, and the client will need to be started completely manually, which takes a lot of time for the manager.
In the CRM settings, you can choose one of two modes of operation:
- Simple (no leads)
- Classic (with leads)
How to create deals?
In the Simple CRM mode, deals will be created immediately, without creating leads.
How to create leads?
In the Classic CRM mode, leads are first created, which can then be converted into contacts and deals.
2. Automatic creation of leads, contacts and deals
With an incoming call, the option to automatically create a contact will allow you not to lose a single client. After the end of the conversation, a record of the conversation will be automatically added to the deal. The lead or contact will be created even if none of the employees answer the call and can be processed later.
The contact will keep the number from which he called, and a new deal will be attached, the contact name will not be set.
If during a conversation with a client whose number is not in the contact list, the manager did not create a contact, this contact can be created automatically. To do this, enable the option to automatically create contacts or leads when calling a number that is not in the contact list.
Why might this be needed? Imagine that a manager calls clients using a database that is not loaded in Bitrix24, or calls a number on a business card, but forgot to enter it in CRM. The contact will be created automatically and the employee will have to fill in the required information.
This contact will have a number and a deal will be created, but the name will not be set.
3. Automatic creation of tasks
In the integration settings, you can choose to whom and in what situations you would like to set tasks for subsequent call processing. You can add a task description and title. You can add an owner and an observer to the task from the list of employees.
Tasks created by call will appear in the lead, deal, contact card and in the list of tasks in the Tasks and Projects section.
4. Call in one click
The phone number on the softphone or telephone can no longer be dialed. Instead, just click on the handset icon or saved number.
First, the call will go to your device (phone or softphone), you will pick up the handset, after that the Virtual PBX will dial the client's number. A client card will appear on the screen.
5. Saving all calls in the client card
All activities by lead, contact and deal can be seen in the client card. So, let's go to the deal.
On the right side of the feed, calls related to the deal are displayed. Here you can also listen to any call (for this you need to enable the βCall Recordingβ option in the Virtual PBX Personal Account in the Tariff section). Information with call records and history can be seen in the client card directly in Bitrix24.
We recommend that you record information about the client and the agreements reached in the client card after each conversation, as well as create tasks for further activities.
6. Automatic connection of the client with a personal manager
The option of automatic connection with a personal manager will allow the client not to waste time on the first line and immediately connect to a personal manager. In addition, in the integration settings, you can select the employee or department where the call will be directed if the employee does not answer within 15 seconds.
This setting will be displayed in the Virtual PBX interface as in the screenshot below:
How to set up integration of Virtual PBX with Bitrix24?
To integrate VATS with Bitrix24, you need to enable the "Integration with CRM" option in the Personal Account of the Virtual PBX from MegaFon. If you want to record and listen to calls through Bitrix24, you must also enable the βCall Recordingβ option there.
1. First you need to install , first enter CRM and go to .
2. Go to the personal account of the Virtual PBX from MegaFon.
3. Go to "Settings" - "Integration with CRM".
4. Click "Connect".
You can set up integration with both cloud and boxed versions of Bitrix24. In the second case, you will need a working SSL certificate, otherwise there may be problems at the user mapping stage.
5. Write down the Bitrix24 address and log in to VATS as a user with administrator rights.
6. Next, a screen will open with two groups of integration settings. In the first group, you will need to match Bitrix24 users with Virtual PBX users. Without this, the system will not be able to correctly display events in CRM and identify employees.
Additional employees can be added at any time. It is important to remember to make a mapping for the employees you will be adding in the future.
7. The second group shows the possibilities that are the same for all scenarios.
8. Next, you need to move on to integration scenarios. Each element in this part is configured separately for both incoming and outgoing calls.
Integration can be configured both for each number individually, and for all numbers at once. Create work scenarios in the Virtual PBX interface and select the numbers for which this or that scenario will work.
Some numbers can be excluded from the script altogether, for example, numbers of a warehouse, an accountant, or a manager. This will save Bitrix24 from unnecessary transactions, contacts and leads. Let's take a closer look at the elements of the script:
- With an incoming call from an unknown number, a new lead, contact, and deal can be automatically created. / Responsible will be the one who missed or received the call. In cases of a call interruption in IVR, a greeting, when dialing into a department, or if it was received by the person on duty, you need to select the person who will be responsible for this deal, lead or contact.
- An incoming call from an existing customer can automatically create a repeat lead and deal. / A repeat lead or deal will be created on an incoming call from an existing customer. Responsible manager from Bitrix24 will be assigned. The order of appointment of the responsible person can be changed in the CRM settings, for example, it can be the person who received the call.
- Calls from existing customers will be redirected to responsible managers specified in Bitrix24. / Initially, the option is enabled for everyone. You can select the numbers for which the option will work, and the employee to whom the call will be transferred if the person in charge does not answer.
- With an incoming call from an unknown number, a task can be created for the employee who received the call for a successful call or for an employee on duty for an unsuccessful call. / In the setting of this element, you must select active actions:
- create a task for an employee after he has successfully received a call. To do this, you need to specify the Title of the task, the Text of the task and the Observer.
- create a task for an employee or duty officer on a missed call. Here you need to select the responsible person on duty, the title of the task, the text of the task and the observer.
- With an incoming call from an existing client, a task can be created for the responsible manager or the employee who received the call. / Similar to the settings of the previous element, you must select active actions:
- On a successful call, create a task for the employee who received the call. To do this, you need to specify the Title of the task, the Text of the task, and also select the Observer.
- Create a task for an employee or duty officer on a missed call. To do this, you need to select the responsible person on duty, the text of the task, the title of the task and the observer.
Next are the settings for outgoing calls.
- When making an outgoing call to an unknown number, a new lead, contact, and deal can be automatically created. / No additional settings are needed here.
- When making an outgoing call to an existing customer, a repeat lead and deal can be automatically created. / You will need to specify in the settings who will be responsible for the repeat deal or lead in case of a successful call: the person responsible for the contact or the one who made the call? Separately, you need to select the person responsible in case of an unsuccessful call.
- When making an outgoing call to an existing customer, a repeat lead and deal can be automatically created. / In the settings, you will need to specify the person responsible in the repeated lead or deal in case of a successful call: the person who made the call or the person responsible for the contact? You also need to choose a person responsible in case of an unsuccessful call.
- When making an outgoing call to an unknown number, a task can be created for the caller. / You can set up tasks for unsuccessful and successful calls. The task needs to prescribe a title, text and select an observer.
- When making an outgoing call to an existing customer, a task can be created for the responsible manager or caller. / Select in the settings whether to create tasks for unsuccessful and successful calls. In both cases, you need to select the person responsible for the task (the one who made the call or the person responsible for the contact), the title for the task, the text, and select the observer.
9. And the last setting is setting the call history of employees who are not in Bitrix24. The history of these calls can be saved under the name of the employee you choose.
Click "Save", the green inscription "Connected" will appear on the icon - this means that the integration is enabled and working.
10. In order for you to be able to make calls by clicking on a phone number, one more setting is required.
Click General settings and select the MegaFon application as the numbers for outgoing calls.
Click "Save".
Let's summarize.
Bitrix24 is a tool for building effective retail projects. Integration with telephony will expand the functionality of CRM, as a result, you will get access to viewing call statistics, listening to conversation recordings directly from Bitrix24.
Employees on incoming calls will be able to see the names of customers, and will save time when creating leads, deals and contacts, and the function of assigning to a personal manager will give you many new satisfied customers.
Obviously, all settings can be done in a few minutes, while the integration opens up many additional opportunities for both telephony with a Virtual PBX connection and CRM.
Source: habr.com