Challenge
An auto parts and service business with several locations ran its sales and service requests through a CRM that had drifted out of shape. Calls, deals and notifications were not reliably connected, and nobody could say with confidence why some requests ended without a sale.
Approach
I worked remotely as the administrator of the CRM, telephony and advertising accounts.
- CRM. Set up and restored Bitrix24: deals, pipelines, the kanban board and notifications. Wrote step-by-step documentation of the interface, down to individual buttons, so staff could work without asking.
- Telephony. Integrated and maintained cloud IP telephony with the CRM, so calls and recordings land next to the deal they belong to.
- Call analysis. Listened to call recordings, matched requests to deals and looked at refusals, repeat requests and how each manager handled incoming leads.
- Reporting. Designed a report structure with request categories, per-manager figures and links straight to the underlying calls.
- Infrastructure. Deployed and debugged the company’s Telegram bot on a cloud server (Ubuntu, Docker Compose), updated the server and checked that the service restarts on its own.
- Access. Managed access across several contextual advertising accounts.
I also researched video surveillance with anomaly detection (Frigate NVR) for the locations. That part stayed at the research stage.
Result
The CRM works again and is documented, calls are connected to deals, and the business has a clear structure for seeing where and why requests are lost. Similar work is part of business automation and CRM.