Process before automation
Current and target workflows were mapped before configuring entities and triggers.
CRM / Operations · Case 02
Corporate CRM
modernisation
A controlled operating model connecting communication, responsibility, workflow stages, permissions and management reporting.
- Area
- CRM / Operations
- Role
- CRM Architect · Integrator
- Stack
- Bitrix24 · PHP · Webhooks · SQL
- Focus
- Adoption · Control · Visibility
01 / Context
The problem was fragmented work, not a missing CRM feature.
Customer requests arrived through separate communication channels, responsibility was difficult to trace and CRM stages did not reflect the way the organisation actually sold and served customers.
Adding more automation to the existing configuration would only have accelerated the confusion. The operating model first needed clear entities, ownership, access rules and a shared definition of each stage.
02 / Architecture
One record, one owner and one visible path through the process.
The redesigned CRM consolidates communication history around the customer record, assigns explicit responsibility and turns each operational stage into a measurable state rather than a subjective label.
Channels→CRM record→Responsible owner→Controlled stage→Measured outcome
Permissions by responsibility
Access follows operational ownership instead of an accumulation of exceptions.
Reporting from real states
Management views are built on controlled transitions and complete source data.
03 / Responsibility
Modernisation across process, data and team adoption.
- DiscoveryMapped communication channels, current stages and ownership gaps.
- CRM architectureDesigned entities, pipelines, permissions and operational states.
- IntegrationConnected channels and supporting services through controlled webhooks.
- DeliveryDocumented the model, exceptions and responsibilities for practical team use.
Outcome