How Cacique Pneus uses process automation in Bitrix24 to improve customer service

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The all-in-one platform allowed the company to bring together more than 100 employees in the same workspace, automate the provision of preventive services for customer vehicles and centralize all management.

Process Automation: Cacique Pneus automates processes with Bitrix24

Cacique Pneus , with over 50 years of history, has been using process automation in Bitrix24 to improve its customer service and streamline its internal operations. About 5 years ago, the company adopted Bitrix24, starting with the basic version and progressing to more robust plans as they realized the benefits provided by the platform.

With over 100 employees integrated into Bitrix24, via computer or smartphone, Cacique Pneus now efficiently manages its daily operations. The adoption of process automation in Bitrix24 has transformed the way Cacique Pneus operates and strengthened its ability to provide exceptional service to customers. Read on to discover the details of this Success Story!

Internal communication was the first challenge solved by Bitrix24 at Cacique Pneus
Implementing an efficient communication system at Cacique Pneus was a crucial step in improving collaboration between the company’s different departments. Francisco Santos, IT Manager, recalls the challenges faced: “We had several departments operating in a disconnected manner – sales, inventory, purchasing, finance, receiving and HR – and communication between them was practically non-existent.”

One of the critical areas that benefited from this integration was the management of parts requests. Francisco explains: “When a vehicle arrived and we didn’t have the part in stock, the request was forwarded to the purchasing department. That’s when we created our first pipeline within the Bitrix24 CRM. Previously, we didn’t have well-defined internal processes, but we adapted the CRM to manage this flow.”

This integration not only improved communication between departments, but also increased operational efficiency. “By integrating Bitrix24 with a vehicle data search system, we significantly reduced purchasing errors,” says Francisco.

Process automation: how the Cacique Pneus Digital Checklist works
Preventative services, such as oil changes, filter changes, suspension and brake repairs, as well as tire changes, wheel alignment and balancing, are part of every driver's routine. But those who are customers at one of the 18 Cacique Pneus stores, distributed throughout the states of Maranhão and Piauí, can drive with peace of mind. The reminder to schedule these services is done automatically.

The introduction of the Digital Checklist is described by Francisco as “the cherry on the cake” within Bitrix24. Before digitalization, the vehicle evaluation process was manual and prone to errors: “The technician would fill out a paper with the evaluation of each car, but these papers would end up being lost, which made it difficult to track the service history”.

The Digital Checklist was developed using Bitrix24 forms , with Francisco adapting the tool to the company’s specific needs: “We created a 6-page form with over 70 items to be assessed on each vehicle. Each page of the form corresponds to a stage of the assessment, from vehicle identification to detailed inspection of components.”

The great advantage of the Digital Checklist is its built-in intelligence: “Unlike paper, where we could only indicate whether an item was good or bad, the Digital Checklist allows for different responses turkey telemarketing data for each item,” explains Francisco. In addition, the form is dynamic, automatically hiding irrelevant items based on the technician’s responses, making the process more efficient.

Once the checklist is complete, the data is automatically entered into the all-in-one platform, where several validations are performed before proceeding to the service. “Bitrix24 searches for vehicle information in Denatran and identifies the seller and customer associated with the license plate,” highlights Francisco. In addition, integration with WhatsApp PowerZap allows for agile communication between those involved in the process.

PowerZap: a leap in customer communication
The integration of the Digital Checklist with WhatsApp provides customers with real-time updates on the status of their vehicles: “When the vehicle service is completed, the customer automatically receives a message on WhatsApp informing them that the vehicle is ready,” highlights Francisco. In addition, the customer also receives a notification, along with a technical sheet of the vehicle, providing detailed and transparent information about the service performed.

Cacique Pneus’ external communication strategy was revolutionized with the implementation of Bitrix24 and the PowerZap app , providing a more agile and integrated experience for customers. “When contacting us via WhatsApp, the customer is directed to a service queue, where our Customer Relationship Center (CRC) performs a filter to forward them to the appropriate department,” explains Francisco. This approach allowed for an intelligent mix of automation and human intervention, optimizing the customer service process .

“Today, the volume of customer service via WhatsApp and other digital channels is much higher than via telephone.” With all information stored in the cloud, the company guarantees the security and integrity of customer data.

How Cacique Pneus uses process automation in Bitrix24 to improve customer service - PowerZap WhatsApp API for Bitrix24 (3)

Portfolio management and customer reactivation with Bitrix24 and PowerZap
Identifying and distinguishing active and inactive customers based on the frequency of purchases and the time since the last interaction was also a possibility that Bitrix24 opened up for Cacique Pneus. Francisco explains that this classification is made according to the different customer channels, such as retail, distribution, fleet, etc.

Inactive customers are those who have not made any transactions for some time, while reactive customers are those who have been re-engaged through specific campaigns. One of the strategies to reactivate customers is to automatically send messages , such as maintenance service reminders, using PowerZap .

These messages are targeted to customers who have completed a certain period of time since their last service, such as alignment and balancing, and record the sending of these notifications for later analysis. Using tools like Power BI, the team can evaluate the effectiveness of these campaigns by measuring the time it takes for customers to return to the store.

In addition, they can identify customers who have purchased certain products in the past and offer specific promotions, increasing the chance of conversion. This entire process also aims to promote a culture of preventive maintenance, contributing to the safety and durability of vehicles that arrive at Cacique Pneus.

After-sales with PowerZap in Bitrix24: how Cacique Pneus is building customer loyalty
The final step in Cacique Pneus’ customer service flow – a satisfaction survey – is a key part of ensuring the quality of the service provided and customer satisfaction. Immediately after the service is completed, customers receive an invitation to participate in the survey via a link automatically sent by PowerZap. By responding to the survey, customers provide valuable information about their experience, including ratings, comments and even expressed feelings.

Asking for customer feedback via WhatsApp is a way to capture data that is immediately sent to a Telegram group. In this environment, managers, directors and sales coordinators have access to detailed information about each service. In addition, Bitrix24 records all survey responses, allowing the company to identify neutral, promoter or detractor customers.

If a customer expresses dissatisfaction, PowerZap sends an automatic message offering assistance and forwards the problem to the responsible team. This way, the company immediately resolves any customer issues, contributing to customer loyalty and referrals. Francisco highlights the importance of this automated process, which has received very positive feedback: “Many customers have referred friends just because of the checklist and the transparency in the service process.”