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Case study • cloud PBX, IVR and SMS with Bitrix24 (Poland)

Perfekton — cloud PBX, IVR and SMS integrated with Bitrix24 for faster recruitment and better care for workers

Perfekton recruits caregivers for work in Germany. Together with Debesis the company launched a cloud PBX with IVR, call recording and statistics, an SMS module for announcing new job offers and a Bitrix24 integration that lets agents handle calls directly from the CRM.

Scope: recruiting caregivers for Germany
Solution: cloud PBX + IVR + SMS + Bitrix24
Numbers: Poland and Germany (PL/DE)
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Perfekton

A company specialising in recruiting and organising work for elderly-care workers in Germany, with a focus on safety, predictable income and constant contact with workers abroad.

Caregiver recruitment Hotline with IVR SMS Bitrix24 integration
Scope
Cloud PBX + IVR + SMS
Channels
Phone, SMS, Bitrix24 CRM
Business goal
Faster recruitment and better care for workers
Result
Customer service centralised in one tool
Project summary

Cloud PBX, IVR, SMS and phone in the CRM

Perfekton organises work placements in Germany for elderly-care workers. The scale of operations and the need for constant contact with workers abroad called for professional phone communication and fast distribution of job offers.

Together with Debesis the company rolled out a cloud PBX with several numbers (PL/DE), IVR with professional announcements, call queuing, recording and statistics, an SMS module for job announcements and a Bitrix24 CRM integration for making and taking calls directly in the CRM.

Result: customer service centralised in one tool, fast outreach to the caregiver base and a full contact history for quality and operations.

About the customer

Perfekton – recruiting caregivers for Germany

Perfekton specialises in recruiting and organising caregivers’ work in Germany, with a focus on job security, predictable income and lasting relationships with workers and clients.

The team stays in constant contact with caregivers throughout each assignment and responds quickly to needs — which requires well-organised, multichannel communication.

Context and challenge

More processes and scattered channels

Rapid growth in recruitment and service processes and scattered channels (phones, SMS, CRM) increased the pressure for:

  • a professional hotline with a clear routing path (IVR),
  • inbound and outbound calls with full call history,
  • a way to inform a large caregiver base quickly about available jobs (SMS),
  • work centralised in one tool — ideally the CRM the company uses every day.
Project goals

Centralised communication and full quality control

  • Organise and centralise communication (phone/SMS/CRM) in one workspace.
  • Provide IVR, queuing, recordings and statistics for quality control and SLAs.
  • Launch an SMS module to send job offers instantly to selected segments.
  • Integrate telephony with Bitrix24 so agents take and make calls directly in the CRM.
Scope

Cloud PBX, IVR, SMS and Bitrix24 integration

1) Cloud PBX and IVR
Several landline and mobile numbers were provided, with an IVR scheme and professionally recorded announcements. The IVR sends calls straight to the right queues (e.g. recruitment, documents, transport).

2) Queuing, recording, statistics
Calls are queued by priority and skills. Recordings and call statistics show quality, waiting times and line load.

3) SMS module
An SMS module sends current job notifications to the caregiver base, speeding up recruitment and matching.

4) Bitrix24 integration (phone in the CRM)
Perfekton uses Bitrix24 for sales and after-sales. Calls can now be taken and made from Bitrix24, centralising customer service in one tool and simplifying management oversight.

Rollout process

From traffic analysis to stabilisation

Analysis and design – analysis of call volume, topics and roles; design of the IVR tree and related queues.

PBX configuration – number assignment, announcements, routing, recording, retention.

Reports and monitoring – call statistics and dashboards for team leads.

SMS module – gateway integration and message templates (job offers, schedule changes).

Bitrix24 integration – calls logged to contacts and leads, click-to-call and answering in the CRM.

Stabilisation – team training and IVR and queue adjustments based on the first reports.

Sample scenarios

How Perfekton uses telephony and SMS

New job offer → SMS
The recruiter segments the base (e.g. location, dates, driving licence) and sends a text with the key details and a call to action. Quick replies shorten time to hire.

Inbound call → IVR → “Recruitment” queue
The candidate reaches the right queue. The agent sees the history in the CRM, and the call is recorded and logged to the contact.

Quality control and coaching
The team lead reviews call statistics and recordings to spot bottlenecks or training needs.

Results

A professional hotline and one tool

A professional hotline with clear IVR navigation and the right queues.

Full transparency – call recordings and statistics (quality, workload, SLA).

Fast messages to the caregiver base through the SMS module — quick vacancy and update announcements.

One tool – telephony integrated with Bitrix24, simplifying processes, reporting and oversight.

A professional hotline with IVR, recordings and statistics, texts to the caregiver base — telephony in Bitrix24
Summary

Telephony, SMS and CRM in a coherent ecosystem

The Perfekton rollout ties telephony, SMS and CRM together. IVR and queues organise traffic, recordings and statistics strengthen quality control, SMS distributes offers instantly and Bitrix24 keeps daily work in one place.

This combination genuinely improves recruitment efficiency, service predictability and comfort for caregivers in constant contact with the office — exactly what an industry needs where speed and information quality decide success.

Perfekton – logo
“High-quality customer service has a major impact on how a company works and grows… Choosing Debesis was one of our key customer service decisions — we fully recommend Debesis as a reliable partner.” (translated from Polish)

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