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DD Phones case

DD Phones sold on Avito. The problem was that the flow of leads and communication could no longer be run properly by hand: sellers did not have time to sell, and response quality and analytics were slipping.

Context

The team had a strong incoming lead flow, but sales were blocked by manual processing. While the full CRM is still being built, sales were connected to Bitrix so leads, statuses, and touch history would not be lost.

The second problem was the agent itself: its replies were not intuitive enough for live sales. So the task included flow automation and teaching the system to sell the way a strong human does in the context of DD Phones.

Goal and KPIs

  • Remove manual sales and coordination load from the team.
  • Connect a working sales loop through Bitrix while the in-house CRM is still in development.
  • Teach the agent to respond intuitively and adapt to the real sales style.
  • Launch constant sales analytics and script improvement.
  • Automate inventory forecasting.

What was implemented

  • A sales loop in Bitrix: statuses, handoff, touches, and next-step control.
  • An agent training system for adapting to the needed sales style.
  • Analytics on dialogues and sales scripts while the main CRM is still in development.
  • Inventory forecasting as a separate layer to support sales.
  • A split of roles between agent and human: the agent handles the flow, the human takes complex cases.

Scheme after rollout

How the loop worked at DD Phones

The loop took over inbound flow, sales through Bitrix, agent training, and analytics. The human stayed on complex deals and final decisions while the in-house CRM is being built in parallel.

Step 1

Inbound from Avito

The loop takes inquiries from Avito and immediately puts them into the working process without manual sorting.

Step 2

Sales through Bitrix

While the in-house CRM is still in development, leads, statuses, handoff, and the next step are run through Bitrix.

Step 3

Agent training

We implemented a training system so the agent would reply intuitively and adapt to real sales.

Step 4

Analytics and scripts

Sales analytics currently runs in Bitrix: dialogues, response quality, and script improvement.

Step 5

A human takes the complex deals

A manager joins only where escalation, non-standard communication, or a final decision is needed.

What this gave: sales stopped hanging on the manual coordination of five people. The loop took the flow, training, and analytics onto itself, and the human stayed where they were truly needed.

Pilot result

5 → 1

The sales team was reduced from 5 managers to 1 in the main loop

3-4 weeks

This is how long it took the loop to reach a working state

Continuous

Sales analytics and script improvement continue on an ongoing basis

Next step

The team is now continuing to develop a dedicated CRM for DD Phones, and until it is ready, keeps sales and analytics in Bitrix. In parallel, agent training is being improved so the system adapts even more precisely to real sales and communication quality.