Automation of receiving applications from a closed system using the UiPath robot with notification to a WhatsApp group

A successful case of our partners BOT TO HELP, who were able to simplify the company’s work processes using the tools of the UIPath software robot, the Bitrix24 CRM system and the multi-channel business chat service ChatApp.

This case discusses the following issues:

• The use of the UiPath software robot, which regularly logs into the customer’s platform and picks up fresh requests for work from there;
• Using Bitrix24 to process application data;
• The use of ChatApp robots, which automatically send information about the receipt of a new application, with key parameters, to the WhatsApp group.

Bot to Help, our partner, was approached by a company that mainly provides equipment maintenance in large retail chains and operates primarily as a CRM system.

As part of the automation and transfer of the work process to Bitrix24, the client voiced a problem: in order to quickly respond to customer applications, the company employee must constantly be present in the customer office and monitor these applications. Due to this not always being possible, there were delays in accepting applications and transferring them to work. This system did not support API, and applications from this system would have had to be manually entered into Bitrix24.

To solve this problem, Bot To Help developed a robot that logged into the customer’s portal every 10 minutes, found any new applications, collected all necessary information, and transferred it to Bitrix24. Then, to draw the employees’ attention to the appearance of a new application, the Bitrix24 robot would send information about a new application’s appearance to the WhatsApp group.

Key project details

Customer problems:

1. The need for constant monitoring of new applications;
2. Manual entry of applications into the register, notification of specialists about a distributed application;
3. Lack of API in a third-party system, inability to accept applications automatically.

Solutions proposed by Bot to help:

1. Creation of a software robot UiPath to collect applications from a third-party resource that does not have the ability to transmit them automatically;
2. Automatic creation of requests in Bitrix24 with all the necessary parameters;
3. Integration of Bitrix24 CRM with the WhatsApp messenger using the ChatApp service, organizing and setting up notification of a new application in a WhatsApp group using ChatApp robots.

Results of process implementation:

1. The work with applications was transferred to Bitrix24; there was no longer a need for constant monitoring of applications, which significantly saved employees’ time;
2. The efficiency of service provision has increased due to the fact that the entire process of working with applications is carried out in Bitrix24;
3. Using the ChatApp service, employees quickly receive notifications about new applications.