ELIS Case: How RetailCRM Became an Integration Hub

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for a Fashion Retailer and Helped Speed ​​Up Order Processing by 20-30%
Instead of chaos of disparate information - a single window for all systems
03/27/2024 ⏱ 12 minutes
ELIS Case: Instead of chaos of disparate information – a single window for all systems
ELIS FASHION RUS produces and sells clothing of three brands: ELIS, LALIS and 20LINE. The company's history began in 1920, and today there are more than 240 retail stores. 5 factories produce 1000+ new models per year, and collections are updated every 2 weeks.

On the Internet, clothing of the brands can be latvia phone numbers bought on the official websites elis.ru and 20line.ru. Previously, managers processed orders from them in 1C, but over the years of use, the system became complex and "slow" for improvements. The patience of the management snapped when they did not have time to integrate it with Ozon Rocket delivery, and while waiting for the improvement, the service closed.

What ELIS processes were eventually transferred to RetailCRM, what was improved and what results were achieved, we tell in the case.
" The last straw for patience was the moment when we were unable to integrate the new TC into 1C"
"RetailCRM has become an integration hub for us for processing orders"
Reduced personnel costs with an increase in the number of orders +45% year-on-year
Set up integration with Mindbox and connected "Chats" to communicate in a single window
Results
“The last straw for our patience was when we were unable to integrate the new TC into 1C”
ELIS FASHION GROUP is a full-cycle company. It implements all stages of the fashion business itself, from clothing design to sewing and sales. The brand annually increases sales and expands its geography. In 2022, revenue exceeded 4.6 billion rubles .

The main competitive advantages are the quality of materials and careful design. Clothes are sewn from natural fabrics and 3 million items are produced per year.
ELIS website
Each brand has a unique concept:

ELIS - elegant women's clothing in business and casual style;

LALIS is a brand of women's clothing up to size 56, which guarantees a perfect fit;

20LINE is a men's brand for those who value quality and comfort.
ELIS website
ELIS website
Before implementing RetailCRM, orders were processed in several systems simultaneously. Each employee had Bitrix CMS, 1C, Mango Telecom telephony, email, social networks and messengers open. They had to constantly switch between them, which caused correspondence to be lost and the client could be left without an answer.

Plus, the time for order processing and consultation increased. If a client asked a question, the manager had to spend a long time immersed in:

Search for information in 1C.

2. Go to the logistics company's website to check the order status.

3. Search for a thread of correspondence with another employee.

4. Search for conversation records in the telephone system.

This took time, and as a result, any order was processed in 2-3 hours.
"The most problematic thing was to work through the negative. It was necessary to quickly respond to the client, and to do this, collect information about what was happening with his order and the history of communications. We did not have such information at hand, so it took a long time to respond and work through it" - Denis Dorodnykh, Head of E-commerce ELIS FASHION RUS
There was no feedback from the site after the order was confirmed. The client could not see its status anywhere, so there were more questions and requests. There were 3 operators per shift, who did not always have time to respond. The workload of the employees grew, as did the waiting time for clients.

Another problem was related to 1C. After confirmation, the order went to 1C, where the order pickers worked with it. Over the entire time, the system became customized, complex and "slow". If a new function was added, it had to be modified for each new version of the program. This took time and money, any modification in 1C could take up to a year.