Logistics group in Poland: one CRM for haulage, forwarding and accounting
Updated
- Client
- Logistics group with an accounting firm
- Industry
- Logistics · Poland
- Stack
What did the group need?
The group has three companies: two handle road haulage and freight forwarding, the third does accounting and legal work. All of them work in one Bitrix24 Cloud portal. The client came to us in August 2025; another integrator had worked with it before.
We started with a pre-project assessment and documented the accounting routines: VAT returns between the 1st and the 25th, payroll, drivers' travel allowances and additional services. That became a four-phase proposal.
What went into the four phases?
The phases were delivered one after another between October 2025 and February 2026:
- core CRM: on the 1st of each month at 7:00 Polish time the system creates deals for each accounting service (VAT and CIT-8, HR and payroll); stages carry reminders, and if a deal sits idle for a day the manager's supervisor gets a task;
- email automation, described below;
- business processes in Polish: a haulage shortfall (the "nota") that the forwarder passes to the accountant or lawyer, debt collection in its own pipeline, and leave requests;
- online consultations: time tracking, reports, marketing and access rights.
How do emails land in the right deal on their own?
We wrote our own app for email. It reads the tag in the subject line and the client's most recent line of business, then attaches the email to the open deal or creates a new one. The deal record has a block with all its emails, and any of them can be moved to another deal from there. An email from a sender who isn't in the database becomes a lead.
The client signed off this phase on 4 November 2025, and we updated the documentation in December.
How do the sales manager and the forwarder work now?
Before the CRM, requests went through a Microsoft Teams group: a forwarder marked one with a cross and it was theirs. Now they are leads and quotes in Bitrix24, and a lead becomes a client after the first confirmed shipment.
In May 2026 the haulage sales process went live. After five successful deals a client becomes a regular and is assigned to a forwarder. If there are no deals for 30 days the forwarder gets a task, and 14 days later the client moves to a "Reactivation" pipeline.
A "Contracts" smart process handles debt collection and signing, and the contract and power-of-attorney templates come out with the signature and company stamp already on them.
How were WhatsApp and Telegram connected?
In May 2026 we connected WhatsApp on two channels, one for carriers and one for clients, with group chat support, plus Telegram. Over the summer we started on new business processes: approving a credit limit on a deal, urgent questions to the lawyer, and hiring and dismissing staff.
Frequently asked
Can several companies in a group share one CRM?
Yes. In this project two logistics companies and an accounting and legal firm work in one Bitrix24 portal, and the system creates the accounting deals by service type every month.
How can incoming emails be linked to CRM deals automatically?
We wrote an app that reads the tag in the subject line and the client's most recent line of business, then attaches the email to the open deal or creates a new one. An email from an unknown sender becomes a lead.
Can Bitrix24 handle several WhatsApp numbers and group chats?
Yes. Here WhatsApp runs on two channels, one for carriers and one for clients, with group chat support, and Telegram is connected alongside.