16K dialogs and phone calls in one window
A pharmaceutical distributor with 5 branches unified customer service on one system: messengers, calls and a 1C-synced catalog in a single operator window. The AI agent is enabled step by step.
Three messengers, phone calls — and no shared history
Customers wrote to three messengers and called — while operators worked in separate windows with no shared history. The company had already been burned by a WhatsApp integration with delivery delays. Prices and stock lived in the 1C ERP and required manual checking in every dialog.
One window: chats, calls and the 1C catalog
- One inbox for Instagram, WhatsApp (official channel) and Telegram — every conversation and the full customer history in one place.
- Telephony on the client’s own infrastructure: the SmartCRM24 module runs on their own server, calls never leave the company’s network and land in the same customer timeline as chats.
- A catalog from 1C: 15K products, 117 categories, prices and stock across 5 branches — synced from the ERP.
- The AI agent, step by step: first reconcile stock data in 1C (so the agent can’t be wrong about availability), then admit it to dialogs. The agent is paused until the stock data is verified; the unified window covers the operators.
Three months, in numbers
inquiries in 3 months · +25% in the last month
dialogs: Instagram 5.9K · WhatsApp 4.8K · Telegram 2K · telephony 3.5K
in the last month — ≈ 290 a day; every call creates a chat and a contact in the CRM
operators' median reply in the unified window · 53% of replies under a minute
of inquiries come at night or on Sunday; shift operators hold a 1.2-minute median
marked in the pipeline over 3 months — across 5 channels, including phone calls; marking is still incomplete
In the last month the team recorded 2.3× more orders than the month before, and the share of inquiries that ended in an order grew from 2.6% to 4.6%. Five operators handled 4K chats, 19.6K messages and answered 2.4K phone calls in a month.
Most purchases close offline — these numbers don't catch that
In this business most customers check the price online and buy at a branch — offline purchases that started with an online consultation are not counted above. Win marking in the pipeline is still incomplete: 650+ orders is what’s already recorded, not everything that was sold.
Speed is the operators' merit; the system gives them one window
One window instead of four, and the full customer history: chat, call, order — one timeline. And the agent joins once the data is verified — trust in automation is built in steps, not in one leap.
Phone calls, messengers and a 1C back office?
We'll bring it all into one window: chats, telephony on your infrastructure and a catalog synced from your ERP — with the agent joining once the data is ready.