Order integration
Orders from your own site and marketplaces imported into the CRM and merged by customer.
Solutions
Not losing the customer after the order
In e-commerce the profit is in the second order. Yet most stores know the customer as an order number rather than as a person.
At a glance
- Order integration
- Single customer view
- Support and returns pipeline
- Abandoned cart follow-up
- Segmentation and campaigns
Where the losses are
What we see most often with stores:
- The same customer appears separately from the marketplace and from the site
- Nothing is done about items left in the basket
- Returns and support requests disappear into an inbox
- Support talks to the customer without knowing what they ordered
- Campaigns go to everyone identically; there is no segmentation
- Nobody can tell which channel is actually profitable
What the setup includes
The structure we build with stores and marketplace sellers:
Single customer view
Deduplication rules put all of one person's orders, messages and requests on one record.
Support and returns pipeline
Returns, exchanges, shipping and product questions in their own SLA-tracked process.
Abandoned cart follow-up
Automatic reminders and follow-up flows for abandoned carts and failed payments.
Segmentation and campaigns
Segments by order frequency, basket value and category, with email and WhatsApp campaigns.
Channel profitability reporting
Orders, return rates and repeat purchase by channel.
A customer, not an order number
Your e-commerce panel shows orders, not people. If the same person ordered once from the site and twice from a marketplace, the panel shows three separate rows.
On the CRM side we merge them into one customer record. With deduplication on phone and email, one person's whole history sits in one place: what they bought, what they returned, what they asked.
- One customer record regardless of channel
- Order history attached to the record
- Total spend and order frequency fields
- Return rate visible per customer
Give support conversations context
When a customer writes "where is my parcel" on WhatsApp, asking for the order number wastes time and makes for a poor experience.
With WhatsApp and live chat connected to the CRM, the incoming message lands on the customer record and the agent answers while seeing the last order, its shipping status and past requests.
- WhatsApp and live chat attached to the record
- Last order and shipping status on screen
- Past requests visible
- Canned replies for common questions
Abandoned carts and failed payments
A customer who added to the basket and left is the audience closest to buying. With no follow-up that audience disappears entirely.
We connect abandoned cart and failed payment events to the CRM: an automatic reminder after a set interval, a discount code where appropriate, a second touch if there is no reply. If they buy, the flow stops automatically.
- Abandoned carts landing in the CRM
- A staged reminder flow
- An invitation to retry after a failed payment
- The flow stopping once a purchase happens
Segmentation: not the same message to everyone
Sending the same campaign to a one-time buyer and to someone who orders twice a month lowers conversion and wears out the list.
We build segments on order history: new, repeat, high basket value, lapsed. Campaigns go to each segment separately and results are measured per segment.
- Segments by order frequency and value
- Interest segments by category
- A win-back flow for lapsed customers
- Conversion reporting by segment
Channels and how they connect
Which channel connects which way.
| Channel | Connection method | What transfers |
|---|---|---|
| Your own site | Market app or REST API | Orders, customers, abandoned carts |
| Marketplaces | Aggregator or REST API | Orders, returns, shipping status |
| Built-in channel | Messages, order questions | |
| Live chat | Site widget | Chat history, new requests |
| Mailbox connection | Support and return requests | |
| Telephony | Phone system integration | Call logs, screen pop |
How would this work in your process?
In a free 30-minute call we listen to your workflow and map out how this would run in your company.
How the setup runs
The typical order in e-commerce setups:
- 01
Channel inventory
Which channels do you sell through and which can be connected?
- 02
Deduplication rule
Deciding which field customers are merged on.
- 03
Integrations
Store and marketplace connections are built and tested.
- 04
Support and returns
Request processes, SLAs and canned replies are defined.
- 05
Campaign infrastructure
Segments and automatic flows are built.
What you end up with
- A single customer view with every channel connected
- A returns and support pipeline with SLA tracking
- Abandoned cart and failed payment follow-up flows
- Segments based on order history
- Email and WhatsApp campaign infrastructure
- Order, return and repeat purchase reporting by channel
Features
Related features
The modules we most often roll out alongside this one; they reinforce each other in the same setup.
Online Store
The Bitrix24 store is not a separate e-commerce package. It is a sales channel inside the CRM: every item added to a cart becomes a deal, every order becomes a stock movement.
Online Payments
Customers should be able to pay the moment they decide to buy. In Bitrix24 we generate a payment link straight from the deal, send it by message and show the status to sales in real time.
WhatsApp Integration
Your customers are already on WhatsApp. When those chats stay on personal phones, the process cannot be measured. We connect your official WhatsApp Business number to Bitrix24 and attach every message to a customer record.
Campaign ROI
Clicks and open rates don't prove a campaign worked; closed revenue does. We connect your campaigns to CRM data so every lira spent can be matched against the deals it produced.
Other sectors
Health Tourism
In health tourism running ads is easy; turning the leads into treatments is not. The difference sits in your reachability rate, your speed to first contact, and knowing which form actually brings patients.
Clinics and Healthcare
The most expensive loss in a clinic is a no-show. The second is a check-up nobody remembered. Systematic reminders solve most of both.
Construction and Real Estate
In property you do not sell a product, you sell a specific unit. Which apartment went to whom, at what price and on what payment plan has to live in the system.
Frequently Asked Questions
Which e-commerce platforms does it work with?
Bitrix24.Market has ready apps for the common platforms. Where there is none we write a REST integration against the platform's API. For marketplaces we generally use aggregator APIs.
Do we have to use Bitrix24's own store module?
No. You can keep your existing store and use Bitrix24 only for CRM, support and marketing. The store module is an option for those building a sales channel from scratch.
Does stock synchronise too?
If your platform's API supports it, yes. We usually recommend leaving stock management in your existing system and passing only what is needed at the point of sale into the CRM.
Is there a risk of unsolicited marketing?
Consent management is part of the setup. Consent status is held on the customer record and anyone without it is excluded from campaign lists automatically.
How far does it scale?
We have setups running smoothly at a few thousand orders a day. At very high volumes we design an architecture that brings only records with support or marketing relevance into the CRM rather than every order.
Let's configure this around your business
Book a free intro call and we'll walk through your process and show which settings fit you.