Case of technical workshop Pro-Service. Implementation of CRM, automation of communications, workflow – Brutal Marketing

Pro-Service - technical workshop in Barcelona, Spain.

Site: https://pro-service.cat/
Number of employees: 16

Pro-Service - professional workshop in the heart of Barcelona. The workshop provides maintenance and repair services for cars, ATVs, boats and boats.

In its machine shop, Pro-Service uses only professional equipment and high-quality machines, for this reason it unconditionally guarantees the high quality of all work performed in the shortest possible time.

By June 2021, the founder of Pro-Service made decisions to implement Kommo for a technical workshop, to improve the quality of work with leads and clients, and create a technical support department for existing clients. The peculiarity of the request was the unification of the processes of support and sale of services on the basis of one crm-system account. CRM for the workshop was necessary, since in the process of processing applications there was a serious problem of accounting and distribution of applications between the masters of the salon, breakdown into different services and categories, directions.

Pro-Service owner determined for himself that he needed a system that would help automate and structure the work of the workshop. At that time, Google Spreadsheets, Google Docs were used to work from the client base.

Based on the completed interview with the head of the workshop, we found out the details of the business processes that took place with clients from the first touch (call, call) to the successful completion of the transaction and subsequent repeat sales, studied the results of the previous audit of the sales department and after all the formalities were settled , got to work.

First, based on the results of the brief, we set up sales funnels, fields, and automatic tasks. After an intermediate audit of the work done, we started setting up the integration of Kommo CRM with the Pro-Service website and social networks.

Now, after filling out the forms, the request immediately goes to the right CRM funnel, depending on the type of request. We then set up the Digital Sales Funnel. When a request is received from the site, the system assigns it to a free manager (the appointment of a responsible manager depends on the number of open deals for him). As soon as the manager becomes responsible for the lead, the system automatically creates a deal card and sets the first task.

Based on the results of the interview, we created special fields for high-quality work with deals. For the manager on the screen, the system highlights all the fields that he needs to fill out depending on the stage the transaction is moving to.

Thus, when moving to the invoicing stage, the manager is guaranteed to have all the necessary information, and he will not have problems with the data on the client or company.

We also integrated Kommo with Facebook and Instagram pages of the company. Now, instead of a manager, the deal is processed by Sales-bot, recognizing and filling in the fields of the deal / client cards, and, if necessary, the person responsible for the client will be able to contact the buyer directly from the Kommo CRM card.

The conversation will be automatically displayed in the deal/client card, and in the future it will be possible to view/listen to it in two clicks.

During the initial interview with the client, we found out all the processes that happen to the client when moving to each stage of the sales funnel. And based on these data, automation was built:

- collection of data about the client's vehicle - before each visit, a form is generated and sent to the client in which he indicates data on the technical condition of the vehicle;
- after filling out the form, these data are transferred to the fields of the deal/client card, and are subsequently used to generate documents, record data in the history of requests;
- when a client visits the salon, the system tracks his visit and automatically generates documents in pdf format, which can be printed, sent to a messenger or e-mail.

Kommo automatically tracks the time of a client's visit and, depending on the time left before the visit, moves the deal through the stages of the sales funnel.

Also, depending on the stage at which the transaction is moving and the service for which the client is registered, a notification is sent to the lead's messenger or to an e-mail with a reminder of the visit.

After the implementation of the Kommo CRM system staff training was carried out, the customer received an individual link to the video (recording of training in the system) to access the training of managers (both current and new).

As a result of developments and integrations Brutal Marketing the Pro-Service workshop team received a user-friendly system with automated work. Thanks to the maximum simplification of all operations, applications are processed in the shortest possible time.

The system itself now controls the workload of the masters. Convenient widgets and integrations saved managers from a large amount of routine tasks.

As a result, all requests are recorded and processed, Kommo CRM guides customers through all stages of the sales funnel, and allows you not to miss a single important detail.