Cases · Retail, head office for seven countries · Bitrix24
How to make work with customers simpler in seven countries at once
Pumamoldova is not just the Puma shop in Moldova, it is also the head office for Georgia, Kyrgyzstan, Azerbaijan, Mongolia, Armenia and Tajikistan. To make it all run like clockwork they took Bitrix24.
What they came with
What had to be solved
- Handle every customer enquiry online
- See which advertising campaigns and promotions work better
- Make the sales process simpler and faster
- Simplify the staff’s work with documents
- Make returns easy both in the online shop and in the physical one
The work
What we did
Every channel in one place
Calls, Facebook, Instagram, Telegram, Viber and WhatsApp, orders from the site, emails and SMS notifications — everything comes together in the system. Calls are routed to the right specialist.
A smart enquiry funnel
Every stage of a sale is visible and can be stepped into at any moment. Access is set up so that each person sees only what they need.
Returns and exchanges
Refunds happen automatically and quickly; exchanging an item became a clear procedure.
Documents for the staff
Templates and processes are gathered in one place.
Reports and advertising under control
You can see how things are going and which ads work and which do not.
The outcome
What changed
A head office for seven countries needs the same rules of work everywhere. The system is what fixed those rules in place.
Enquiries are handled quickly
Not a single customer message is left unattended.
Documents became faster and more accurate
Less filling in by hand means fewer mistakes.
You can see what customers like
And what they do not — and that feeds into purchasing and promotions.
One step
A review of your situation — 30 minutes
We will look at what you have now in advertising, CRM and analytics and tell you plainly: whether you need The Ring or one service is enough. No slide decks, no obligations.
What happens next
- We call you back during working hoursUsually within an hour. If it is awkward to talk — we write instead.
- We ask a few questionsWhat you have now, what does not work, which numbers you count as a result.
- We tell you straightWhat is worth doing first, how long it takes and whether you need us at all.
Would rather not leave your number — call us: +373 76 090 111 We answer during working hours.