Bitrix24 Setup for Service Companies
A service company operates with a stream of requests: a client submits a ticket, dispatcher accepts it, assigns a technician, technician arrives on-site, and closes the ticket. In practice, everything falls apart: requests get lost in email, dispatcher distributes from memory, technician forgets to report, SLA is breached — and management finds out from an unhappy client. Bitrix24 solves this problem when you set up CRM for a service model instead of leaving the default sales pipeline.
Service Requests via Smart Processes
Standard CRM deals are designed for sales: lead → deal → payment. A service company needs a separate process — Smart Process "Service Requests" with its own stages:
- New Request — complaint registered, ticket number assigned
- Diagnosis — determining work type and priority
- Specialist Assigned — technician bound to the request
- In Progress — technician on-site or working remotely
- Awaiting Parts — work suspended, waiting for components
- Completed — work finished, report signed
- Closed — client confirmed, request archived
In the request card — custom fields: equipment type, serial number, location address, planned response time, actual arrival time.
SLA Control
SLA is not just a contract. It is concrete numbers: response time 2 hours, resolution time 8 hours, penalty for delay. Bitrix24 allows you to control SLA compliance through robots and business processes:
- Robot on "New Request" stage starts a timer. If within 30 minutes the request is not moved to "Diagnosis" — notification to dispatcher.
- After 2 hours without specialist assignment — escalation to service department head.
- When transitioning to "Completed", robot compares actual time with planned and records result in SLA-status field: "normal" or "breached".
For reporting, analytics are created on SLA: percentage of requests within SLA, average response time, average resolution time. Data is output to dashboard via BI constructor.
Dispatch and Technician Distribution
Manual request distribution is a bottleneck. Dispatcher keeps in mind who is free, who is closer to the location, who has which qualifications. Automation:
- Auto-assignment by queue — robots distribute requests among technicians by round-robin within the department.
- Assignment by skills — in employee card, fill field "Specialization" (air conditioning, electrical, plumbing). Robot matches request type with specialization.
- Load accounting — technician with least number of open requests gets new one first.
Technician sees their requests in B24 mobile app: address, problem description, client contact, location service history.
Maintenance Schedule and Planned Work
Service company works not only on requests but also on schedule: monthly maintenance, seasonal inspection, planned checkup. For this, use task templates with repetition:
- Template "Monthly AC Maintenance" automatically creates task on 1st of every month.
- Task contains checklist: filter check, coolant pressure, drain cleaning, heat/cooling test.
- Task is linked to client through "Company" field in CRM.
Management sees calendar of planned work and can track which locations are missed.
What We Configure
- Smart Process "Service Requests" with custom stages and fields
- SLA control robots: timers, escalations, auto-notifications
- Automatic request distribution among technicians
- Task templates for scheduled maintenance with repetition
- Mobile access for technicians: requests, checklists, reports
- Manager dashboard: SLA statistics, department load, overdue requests