Our client

Odeyalka — this is our online store specializing in the sale of home textiles. Here you can buy blankets, rugs, linens, pillows, towels and so on. The store cooperates with leading Ukrainian and foreign manufacturers without middlemen, so the goods here are of high quality and at reasonable prices. Geographically, it is located in the city of Khmelnytskyi and sends orders throughout Ukraine.

We have created the project in 2018 to prove that an IT company can develop business not only for its customers but also have its own successful project and promote it on the network. We have a corporate website, Instagram and Facebook accounts, Vkontakte, Odnoklassniki, Pinterest, Twitter, Telegram channel, and a group in Viber. Every month we send about 500 orders throughout Ukraine. And all these thanks to the comprehensive promotion of social networks, targeted and Google advertising, as well as the automation of business processes using CRM-system.

Difficulties that company was facing

The online shop has always had a lot of orders, and due to the fact that there was no single system for maintaining customers and synchronization with Nova Poshta, managers did not work as fast as they would like. A lot of time was spent on the formation of TTN, sending messages to each client about the status of the order, and so on. Sometimes important customers did not receive proper attention, and because of that they stopped cooperating with the company.

In order to work with each customer as efficiently as possible and relieve the managers who manually maintained the customer base in the Excel tables and stored important data in notebooks, we decided to implement the CRM system.

Вводные данные Input Data:




Home textiles trade


Integration with the personal account of Nova Poshta and Ukrposhta, linking up with telephony

Какие проводились работы Stages of CRM implementation in the online shop

The first stage of implementing CRM-system is the formation of the company’s structure and the establishment of employee communications in chats and groups:

Структура компанії

The introduction of the telephony tool allowed managers to make and receive calls directly in the system. All conversations with clients are recorded and the manager has access to dialogs with the client, can clarify some details of the order without disturbing the client.

And thanks to the integration of workers’ work mail with CRM, now you do not need to waste time checking emails. Notifications come immediately to the personal account:

інтеграція з робочою поштою

We correctly configured open lines, due to which the client received comments and requests for private messages from all social networks immediately to CRM-system.

1C CRM was connected, due to which all requests from marketplaces like Prom, Rozetka, Hotline, Stone and store sites came to the same platform — CRM, where they were developed by managers.

The next step is the automation of sms order messages. Thanks to the integration of the CRM-system Odeyalka company with Nova Poshta, the client automatically receives messages about the status of the order, TTN number, and that the order has been delivered to the post office. It is very convenient and saves managers time. Now there is no need to manually enter TTN in personal messages to the client, worrying whether the order number is correctly indicated.

Since the store occasionally launches targeted advertising, it is important to evaluate its effectiveness and know exactly where the customers came from and which of the sources of sale is the site, social networks, market place, profitable. To do this, we have configured UTM tags.

Now you can see where the client came from and where it is more profitable to distribute advertising in the future.

We also set up filters in customer cards so that the manager can quickly find the necessary information. For example, the filter “Loyal customers” so that the employee can, if necessary, work with customers who have repeatedly ordered goods in the store and do newsletters for them with special offers, discounts, and so on.

постійні клієнти

We translated all sites on 1C 8.3 OTP. Now the order at a certain stage in CRM falls into 1C and is automatically written to the accountant.

Полученный результат CRM Implementation Results

The process of implementing a business process automation system is long, but the first improvement results are almost immediate. Among them, in particular, the following:

  • the entire customer base is in one system. Each manager has access only to his leads and can work with them;
  • thanks to the configured filters, it’s much easier to drive customers, run ads, promotions, newsletters, etc .;
  • you can specify the details of the order by listening to the recording of a conversation with the client;
  • control whether the parcel arrived at the post office or the client took it, returned the like;
  • analytics on promotion channels with expenses and revenues. This helps to evaluate the effectiveness of advertising in each channel;
  • the manager writes as much information as necessary to the client’s card, creating additional fields – customer data, all telephone conversations, purchase history, and so on.

Right now is the best time to implement the CRM-system into your business. Contact us to find out how long this process will take and what results you will get in the nearest future.

Want the same results?
Leave a request!

Enter the correct phone number