Migration and optimization: How AQUA PLUS improved order processing using SMART Order Management

AQUA PLUS is a family business that has an important mission: to provide clean water to every household, and at the same time help shape the culture of water consumption in the country. The company provides installation, maintenance, and reconstruction services for water treatment systems. It is a leader in water treatment in western Ukraine and an official partner of the leading filter manufacturer, Ecosoft RPA.

The company has always strived to improve the quality of its services. As a result, the number of grateful clients increased rapidly, which inspired the AQUA PLUS team. The growing base eventually began to require additional management tools to maintain a high level of customer service. At a certain point, it became very difficult to control the entire range of tasks for all clients: for example, to offer to change filter cartridges in already installed systems.

So, the question about the need for CRM arose. Following a recommendation, the company decided to try to implement Bitrix24. They turned to different contractors, spent a lot of money, but it was no use – they were unable to find a professional team of specialists who could help them master and configure the product. So, they had to figure it out themselves. As a result, the company was never able to fully adjust the system to the needs of its business. In addition, there was no confidence that the data in the system was sufficiently secure. Therefore, it was finally decided to change the CRM.

Requirements for the new system and search difficulties

In search of a new product, the company was faced with the fact that the capabilities of many CRM systems were not extensive enough. They would be sufficient for an online store, but not for the more complex AQUA PLUS processes.

In addition, contractors could not guarantee complete data migration. It was important for the company to migrate all its data from the previous system, that is the base of customers and the history of interaction with them.

A critically important condition was also the expertise of the partner who would be involved in the implementation.

We were looking for an organization that would not only offer a product with powerful functionality, but also have a sufficiently qualified team that could customize the solution to our requirements. We are a very creative and innovative company, with ambitious goals and a desire for growth. We always set the bar high for ourselves, but we expect the same from our partners. SMART business is truly a team of professionals who are ready to listen and complete the task set.

Tetiana Luhovska

Deputy Director, AQUA PLUS

In the process of searching for a new system, the most important criteria were as follows:

• Professional partner team that will understand the requirements perfectly,
• Reliable and secure data storage,
• Ease of use of the solution for managers,
• Extended functionality and wide customization possibilities,
• Ability to customize reporting to analyze the work of managers,
• Ability to migrate data from the old system in full.

The demonstration carried out by our team convinced AQUA PLUS management that SMART Order Management best meets all requirements.

The strategy of market leaders is based on constant development and the search for ways to speed up business processes. We believe that AQUA PLUS has achieved its goals by choosing our SMART Order Management solution. Our values coincide in striving to create better conditions and provide powerful tools for effective work. That’s why, among other things, the project was successful.

Denys Shevchuk

Business Development Manager, SMART business

However, despite the convincing solution presentation, the company had certain concerns regarding its implementation. The product was clearly of a higher level than the previous system. But this also meant great responsibility.

For me, the transition from Bitrix24 to SMART Order Management was somewhat like replacing a bicycle with a modern car. Of course, it is more comfortable, faster, more convenient, but at the same time ‘more serious’, requiring more responsible management and maintenance. But since we are not afraid of new challenges, but on the contrary, they inspire us, we decided to try.

Tetiana Luhovska

Deputy Director, AQUA PLUS

Goals achieved and plans

Now the AQUA PLUS team is successfully mastering the functionality of the solution. All processes from the old system have been transferred to the new rails. And what is very important, with complete information about clients: not only their data, but also the entire communication history, including photos and comments.

Since client data is now stored in a structured manner in a single environment, working with it has become more convenient. In addition, the company now has confidence that all data is reliably protected thanks to Microsoft security technologies.

Moreover, based on SMART Order Management, order processing has been improved and automated. Employees now need much less time and effort to process cases, and accordingly they have more opportunities to improve the quality of interaction with clients.

In addition to SMART Order Management, the company also implemented SMART Connector for GMS. This made it possible to significantly optimize communication with clients due to mass and triggered SMS and Viber mailings with the ability to analyze results.

In this project, it was important for us not only to replace the current system, but also to provide the customer with a powerful tool that can flexibly adapt to changes in the company’s processes. Our solutions are built based on the principle of modularity, which allows, if necessary, to extend the functionality of the system in accordance with the customer’s needs at any time. Let’s say, if tomorrow the customer decides to connect a chatbot to their processes, we have a ready-made solution that can be launched in a few days. In addition, one of the advantages of the platform is its scalability, so the customer, independently or with our help, can change the built-in processes to suit themselves.

Yana Kononenko,

Senior CRM Consultant SMART business, Business Architect

SMART Order Management is already fully functional and successfully used. However, the improvement in AQUA PLUS never stops. The customer’s team constantly comes up with new ideas to optimize work processes. Company managers actively participate in the project, expressing their wishes regarding functionality. And the SMART business team helps to quickly implement all ideas.

The flexibility of the solution makes it possible to fine-tune its elements to suit the specific needs of the customer. Plans include, for example, adjusting the appearance of the task card, further customizing dashboards for visual analytics and reporting, as well as establishing communication processes within the team.

SMART Order Management allows you to conveniently assign tasks to employees, monitor their implementation and quickly exchange information. In general, the AQUA PLUS team claims that the existing functionality already fully meets their expectations.

If you also want to improve the quality of work with clients thanks to leading technological solutions, order a consultation from SMART business experts. We will carefully study your organization’s needs and offer the optimal set of solutions.