ITGLOBAL.COM Automates Its Corporate Sales with SimpleOne B2B CRM

Project Background

For a long time, ITGLOBAL.COM used Bitrix24 as its CRM. However, as the company grew, they realized they needed a solution that was better suited to the unique challenges of B2B sales with long and complex deal cycles. Their sales team was trained in advanced sales methodologies but needed the right tools to put that training into practice. This meant having a system that could handle long deal cycles, support consultative selling techniques, help them qualify leads effectively, and work with client pain points and selection criteria.

The Executive Director of ITGLOBAL.COM shared their experience, stating, "Over our 15 years in the B2B market, we've tried out a lot of CRM systems from different vendors, both local and international. Most of them just weren't the right fit for our large-scale corporate sales. They didn't take into account the length and complexity of B2B deals. The one-size-fits-all CRMs didn't give us the support we needed for the methodologies we train our managers on. All of this was holding back our conversion rates and the quality of our sales."

Another key goal was to integrate the new CRM with their existing SimpleOne ITSM system. This would create a seamless handover of potential clients from the sales team to the support team. On top of that, ITGLOBAL.COM was looking to cut down on the costs of constantly customizing their old CRM and to be able to make changes to their system much faster.

The Client's Main Challenges

• Even though their employees were trained in advanced sales techniques, they couldn't fully use that knowledge in their day-to-day work. The existing system just didn't have the right tools for managing long deal cycles or qualifying client interest;
• The system lacked real support for B2B sales methodologies, like evidence-based management, or techniques for uncovering a client's "pain points" and working with their selection criteria;
• Customizing the current system to fit the company's specific business processes was a struggle. It just wasn't flexible enough to adapt to their needs;
• Making changes to the system was expensive and time-consuming, with enhancements often taking several months to roll out.

ITGLOBAL.COM knew it was time to move to a new CRM system to solve these problems.

Choosing the Right Solution

The ITGLOBAL.COM team had a clear checklist for their new CRM system:

• A solution with strong local market support that could provide technical help and timely updates;
• Features that were at least as good as what they had in their current system;
• Support for B2B sales methodologies and tools, including long deal cycles, partner sales, and evidence-based management;
• A tight integration between marketing and sales, with tools to create and track content within the sales funnel and assess marketing campaign effectiveness;
• Flexible access rights management for employees in different departments and sales teams;
• High performance and stability, which is crucial for a company dealing with a large volume of leads and deals;
• The ability to be easily customized to their business processes, with quick enhancements that didn't slow the system down;
• It had to be able to integrate with their existing SimpleOne ITSM system.

ITGLOBAL.COM chose SimpleOne B2B CRM because its features were the best match for the company's needs for managing consultative sales. The B2B CRM is built on the same platform as the ITSM system they were already using, which made it a perfect addition to their internal digital ecosystem.

Implementation Stages

1. Gathering Requirements and Analyzing Needs. The team took a deep dive into the current business processes and listened to what employees wanted in a new CRM. They also got all the data ready for the upcoming migration;
2. Implementation and Data Migration. The system was installed and set up with the core features needed for the sales and marketing teams to get to work. The integration with their existing ITSM system was completed. Then, all the data was moved over from Bitrix24 (including 2,500+ leads, 5,000+ deals, 12,000+ companies, and 20,000+ contacts).
3. Adapting the System to Their Business. Employee access rights were configured, business processes were fine-tuned to fit how ITGLOBAL.COM works, and the fields and stages of the sales funnel were customized.

The implementation was notably fast and effective. According to the Service Development Manager at ITGLOBAL.COM, "In a very short time, we were able to completely replace our old solution and move over a huge amount of data. This was great because it meant we didn't see a dip in sales while everyone was getting used to the new system. The features in SimpleOne B2B CRM let us effectively manage the entire cycle of our large consultative sales and improve our marketing strategies. We've seen a positive impact on our conversion rates because of it."

System Components

• Sales Management: Working with client profiles, setting up funnel stages, automating the sales process, tools for qualifying leads, tracking deal stages and progress, working with client selection criteria and "pain points," segmenting the client base, tracking all client interactions, creating commercial proposals and tracking their status, and managing contracts;
• Marketing Management: Segmenting contacts for targeted outreach, tools for lead generation, organizing and analyzing marketing campaigns across different channels, integrating marketing into the sales funnel, and tools for creating and distributing marketing content;
• Customer Experience Management: A knowledge base, standard case studies and client interaction guides, managing references and case studies, and employee training and certification;
• Analytics and Reporting: Reports on the sales funnel and conversion rates, analysis of ad campaign effectiveness, monitoring department performance, finding out why clients leave or deals are lost, and creating reports for management;
• Integrations with Existing Systems: ITSM system, SharePoint.

The Project's Results

The implementation of SimpleOne B2B CRM at ITGLOBAL.COM has led to the following results:

• A full migration of master data from Bitrix24 was completed successfully (including 25,000+ leads, 5,000+ deals, 12,000+ companies, and 20,000+ contacts);
• The system was rolled out across the company's main offices and is now actively used by over 50 sales employees;
• The integration with SimpleOne ITSM was completed, creating a powerful IT ecosystem based on solutions from a single vendor;
• The average time it takes to make customizations to the CRM has been cut from two months to just four days;
• The number of incidents after making changes to the system has decreased threefold;
• The speed of finding and processing information about clients and deals has increased;
• Employees have given positive feedback about the ease of use of the new CRM.

On top of this, the new CRM has helped ITGLOBAL.COM reach a new level of business performance:

*Measured by the time spent to access and structure deal-related data

Reflecting on the collaboration, the CEO of SimpleOne noted the client's strategic approach: "ITGLOBAL.COM has been in the cloud and integration business for over fifteen years, always aiming for the best solutions and global best practices. We took the same approach when building our sales system — we chose a methodology for selling complex products combined with an effective content marketing strategy to guide us. Throughout this CRM implementation, the team at ITGLOBAL.COM showed themselves to be experienced and knowledgeable clients. This allowed us to deliver a user-friendly tool for sales management that covers all of their needs."

What's Next: Future Plans

The SimpleOne team is quick to respond to all of the client's ideas for improving the system. Right now, they are actively working on implementing AI-based modules into the CRM.

The AI ecosystem Ainergy, which runs on the SimpleOne platform, is driving this development. This is a complete suite of solutions for automating various business processes using the power of AI.

A prime example of using Ainergy technology is the automation of marketing content creation. On top of that, work is underway to implement speech recognition and intelligent data parsing. This will allow the system to take information from call recordings, voice messages, and text messages and automatically place it in the right fields in client and deal profiles. All of this will save sales managers time on routine tasks and improve the quality of the data in the CRM system.

There are also plans to add features to support international sales with different currencies, to help the company expand into foreign markets.

ITGLOBAL.COM is fully satisfied with the results of its partnership with SimpleOne and plans to continue developing its infrastructure using their software solutions.