# CRM & Automation for Retail — Auspex > CRM implementation and process automation for retail chains and stores: unified customer data, loyalty, staff tasks and team communication — by Auspex on Bitrix24 since 2015. Source: https://auspex.company/en/industries/retail/ [Industries](https://auspex.company/en/industries) / RETAIL # CRM and automation for retail. Retail teams lose money where the customer record splits across in-store sales, the e-shop and Instagram DMs — and where staff tasks and shift handovers live in a group chat no-one can search. Auspex has shipped 80+ retail CRM rollouts since 2015 — chains, single shops, hybrid online/offline. We unify the customer, put the team on one task board, and automate the follow-up floor staff used to type by hand. ↳ THE LEAKS ## Where retail money leaks 01 ### Customer data sprawled across in-store, e-shop, Instagram, WhatsApp. A loyal customer buys offline as Maria, online as @maria\_88, and DMs you on Instagram as a stranger. Three records, three histories, zero personalisation. We unify into a single CRM contact graph. 02 ### Staff tasks live in a group chat. Price changes, display resets, callbacks to customers — assigned in a chat and lost by the afternoon. We move floor tasks into the CRM: assignee, deadline, checklist, visible to the manager. 03 ### Loyalty programme that nobody uses. A plastic card no-one carries, points no-one redeems. We rebuild loyalty inside the CRM — phone-number-based, redeemable in-store and online, with automated re-engagement. 04 ### Shift handovers nobody can reconstruct. The morning shift never learns what the evening shift promised a customer. We keep handovers, customer notes and open tasks in one CRM thread, so the next person picks up where the last left off. ↳ HOW WE SHIP IT ## How an Auspex retail rollout looks 1. 01 ### Remote audit. Two days of remote audit over a screen-share with your manager. We map every customer touchpoint, every system, every spreadsheet — and find the three biggest leaks. 2. 02 ### Unify the customer. In-store sales, e-commerce, social DMs, WhatsApp Business — all into one Bitrix24 contact, deduplicated by phone. One customer, one history, one segment. 3. 03 ### Put the team on one board. Staff tasks, shift checklists and store-to-office requests in Bitrix24 — assignees, deadlines, and one place for team chat. The owner sees what is open and what is done from a phone. 4. 04 ### Activate retention. Loyalty programme rebuilt inside CRM. Automated post-purchase flows: receipt → review request → cross-sell after 14 days → re-engagement at 60. 5. 05 ### Train and hand off. 4 hours of staff training, 30 days of post-launch support, written SOPs. By month two, the manager runs it without us. ↳ OUTCOME ## What changes for retail clients One profile every customer unified across POS, e-shop and Instagram — one history, one segment Tasks, not chats store-to-office requests become trackable tasks, not messages lost in a group Auto-reports end-of-day totals and reconciliation run without the manual evening count 2–4 weeks from kickoff to a system the floor staff actually use ↳ STACK ## Stack we typically deploy - Bitrix24 (CRM + tasks + telephony) - Task management + internal chat (Bitrix24 Tasks & Workgroups) - WhatsApp Business + Instagram open channels - Loyalty: Bitrix24 native or UDS Game add-on - Reporting: Bitrix24 BI + Power BI for chains ↳ Our take Retail is a coordination problem disguised as a sales problem. Get the customer record clean and the team on one board, and the rest — loyalty, retention, follow-up — falls out for free. Bitrix24 wins for retail because tasks, open channels and loyalty come bundled — no per-seat surprise as you grow. Let's map what this means for your business — in a free 30-minute audit. [Book a free audit →](#contact) ↳ FAQ ## Frequently asked 01 How do you handle staff tasks and team communication? + We move floor tasks, shift checklists and store-to-office requests into Bitrix24 Tasks, with internal chat in the same workspace. Everyone sees what is assigned, due and done — no more messages lost in a group chat. 02 How long does a single-store rollout take? + Two to four weeks for a single store, four to six for a 3-5 store chain, eight to twelve for 10+ outlets with regional inventory. The bottleneck is rarely software — it is staff training and clean master data. 03 Do you integrate with Instagram and WhatsApp Business? + Yes, natively. Bitrix24 has open-channel integration that lands every Instagram DM and WhatsApp message in the customer card. Manager replies from CRM, customer sees it in their messenger. No tab-switching. 04 What about GDPR and customer data residency? + Bitrix24 EU is hosted in Germany. We provision a DPA, set up audit logs, and configure retention policies. For retail clients in the EU we always go EU cloud or on-premise — never the global cloud. 05 Can we keep using our current loyalty programme? + If it has an API and you are happy with it, yes — we sync the points balance into the CRM contact. If it is a card-only programme that nobody uses, we recommend rebuilding it inside Bitrix24 — phone-based, redeemable in-store, with automated triggers. ↳ FREE AUDIT 30 min · free · ↓ ## Ready to Get Your Sales Under Control? Free process audit — 30 minutes, and you'll receive: 1,200+ companies since 2015 · 30-day median go-live 01 A map of where you're losing leads 02 Priorities: what to automate first 03 An implementation plan for 2-4 weeks We'll call within 24 hours. The plan is yours, even if we don't work together.