CDEK: the B2B arm on Bitrix24 with agents and dashboards
What the client came with
The CDEK corporate arm is large, with branches in Russia and Kazakhstan, and work with B2B clients was smeared across different systems and largely done by hand. A standard boxed CRM did not close the processes, after hours requests hung unanswered, managers drowned in routine, and unified analytics on corporate clients did not exist at all
Solution
We put in the on-premise Bitrix24 and reworked it heavily for corporate client work across the branches in Russia and Kazakhstan: management, tracking, support and account management. End to end integrations tie it to their internal CRM, internal systems, telephony and messengers. A set of AI agents went in: the first answers after hours, the second qualifies leads, the third parses incoming email, the fourth assists managers, the fifth keeps tasks and deadlines moving. BI dashboards give end to end analytics on corporate clients
Result
The CDEK corporate team works in one loop: a client is managed, tracked and supported in one place, agents cover the routine and the night requests, and management sees corporate clients in dashboards. This is the second year of the partnership
Before
corporate clients spread over systems and worked by hand
After
management, support and numbers in one loop
Results of this project are specific to this client: they depend on the processes, data and team of that company. We do not guarantee the same figures elsewhere.
management, support and numbers in one loop