An illustrative example: a customer writes in a messenger, a salesperson adds a spreadsheet entry and a technician receives a verbal assignment. A day later, nobody knows who should tell the customer the outcome. Information exists, but lives at separate addresses.
Before choosing software, map one enquiry’s journey. A sheet of paper is enough: people’s actions and handovers matter more than attractive arrows.
Start with a real request
Take an anonymised example of a typical enquiry. State where it arrived and what the person wanted. Do not combine every product and channel into one enormous diagram.
Record the actual steps: who clarifies the question, prepares a proposal, does the work and reports the outcome. Describe today’s practice even if it differs from the official procedure.
Find where work changes hands
For each handover, ask what the next participant receives, how they learn about the work and where they confirm acceptance. “We wrote in chat” does not answer all three.
Mark cases with missing information. Who requests clarification? Where is waiting visible? Sometimes the main gap lies not inside a department but in a brief transition between two people.
Do not treat customer silence and an internal queue as one state: the next actions differ.
Agree what completion means
Is the outcome a proposal sent, an order fulfilled or work received and accepted by the customer? Choose the relevant boundary for your diagram.
State who reports completion and where confirmation remains. Do not make customers assemble the outcome from different employees’ replies.
For a team in Kazakhstan, include languages, working hours and customer contact rules. Participants should understand them rather than assume them from habit.
Only then try the tool against the workflow
CRM means customer relationship management. In Bitrix24, consider how CRM records and linked assignments could support the journey; the official guide introduces the product.
Map steps to available tools first, then check the edition, plan and permissions. Do not turn every employee movement into a separate stage. A diagram helps choose configuration, but does not connect messengers or data exchanges by itself.
If simple rules solve the problem in the current tool, a full move may be unnecessary. Start with the particular gap you want to close.
QQDev implements Bitrix24. The implementation page is a place to discuss an enquiry journey even if you currently have only spreadsheets and conversations. Bring an anonymised example and show where work loses its next owner.