Kazakhstan Housing Company JSC is a key participant in the implementation of the country's housing policy. The company supports a wide range of programs related to rental housing, mortgages and other support formats. One of the important tasks of KZHK is to ensure high—quality and structured interaction with clients throughout the entire life cycle of the contract.

For this purpose, KZHK is developing internal digital services, and one of such projects is setting up a client space in Bitrix24. We joined this process to strengthen the already implemented system and build a transparent and manageable digital environment for handling appeals, contracts and communication.

The Department for Work with Individuals of KZHK accompanies a large number of clients daily: on rent, mortgage, dispute resolution and other issues. At the same time, employees interact with several systems, work with paper contracts, monitor mediation processes and communicate through various channels — from calls to mail.

To simplify the work and bring everything into one digital space, KZHK turned to us with the task: to refine the already implemented Bitrix24, integrate it with other systems and make it a full-fledged platform for client work.

Among the key queries were: 

• Convenient contract storage — so that the necessary documents are found quickly, opened directly from the CRM and are accessible only to those who are supposed to.
• The system of interaction with debtors means that payment reminders, notifications and correspondence go automatically, without manual sending.
• Mediation tracking is so that employees have a tool for recording negotiations with clients, with a clear logic of stages and results.
• Combining all communication channels — calls, emails, WhatsApp, SMS — everything should be in one window, without switching between programs.
• Integration with internal and external systems — so that Bitrix24 becomes part of the overall IT architecture, and data is loaded automatically and not lost.

The main goal is to create a "single window" for an employee, where everything is at hand: clients, documents, correspondence, tasks, reminders and analytics. So that you can focus not on technical actions, but on solving client issues.

Dealing with contracts and debts

The first step was to build the logic of working in CRM. We have created four funnels for the two main products of the company — mortgage and lease with subsequent purchase. Separately — for existing contracts and for collection processes.

This makes it easier to track the status of each client and understand what stage the contract or foreclosure is at. Employees work in the kanban view and immediately see the key information.

Customer and contract data is received automatically from the company's internal systems — there is no need to enter anything manually. At the same time, we have implemented automatic scenarios: for example, if a delay occurs, a notification is automatically sent to the client, and an employee is assigned a task for further actions. This saves a lot of time and reduces the risk of errors.

Mediation tracking

Mediation is an important tool in dealing with debtors. To simplify their control, we have implemented a separate smart process related to the main transactions in CRM. It records all the details, from the start date to the terms of the agreement.

If the client, for example, does not fulfill the obligations under the agreement, the system will remind the employee about this — there is no need to manually track anything.

Combining all communications

So that employees don't have to jump between mail, messengers, and the phone, we've put together all the channels of communication with customers in one interface. What have you done:

• We have integrated telephony with CRM — calls and recordings are automatically attached to the required card.
• We connected WhatsApp via ChatApp — now employees correspond directly in Bitrix24.
• We have set up automatic SMS sending.
• We have developed a solution for integration with the GAP from Kazpost — legally significant correspondence leaves directly from the CRM.
• We have added the possibility of video calls via Bitrix24 Sync — the client does not need to install anything, just click on the link.

Integration with internal systems

For full—fledged automation, we connected Bitrix24 with the company's key systems - CFT, SimBase, and EHD. This made it possible to completely remove manual data transfer and speed up the processing of requests.

As a result, employees have a full-fledged digital tool that is convenient to work with every day. All processes — from contracts to penalties and communication with clients — take place in one system. This resulted in a significant increase in efficiency, accelerated the handling of requests, and allowed us to keep everything under control.